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Call dispositions let you tag calls with outcomes — such as “Interested,” “Left voicemail,” or “Not interested” — so your team can categorize call results consistently. Dispositions feed into reporting and can trigger workflow automations based on call outcomes.

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What dispositions are

A disposition is a label applied to a call after it ends that describes the outcome. Common dispositions include:

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Creating custom dispositions

1

Navigate to settings

Go to Settings > Conversations > Call Dispositions.
2

Add a disposition

Click + Add Disposition and enter the label name. Optionally assign a color for visual identification.
3

Organize the list

Drag dispositions to reorder them. The order determines how they appear in the selection dropdown during calls.
4

Save

Click Save to make the dispositions available to your team.

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Using dispositions in conversations

After a call ends (or during wrap-up):
  1. The disposition selector appears in the call summary panel
  2. Select the appropriate outcome from the dropdown
  3. The disposition is saved on the call record
Dispositions are visible on:
  • The call record in the conversations inbox
  • The contact’s activity timeline
  • Call reports in the Reporting section

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Reporting on dispositions

Navigate to Reporting > Call Reporting to filter and analyze calls by disposition. This helps you:
  • Track what percentage of calls result in interest vs. no answer
  • Identify which team members have the highest “Interested” rates
  • Spot patterns in call outcomes by time of day or campaign

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Workflow triggers

Dispositions can trigger workflow automations:
  • Call disposition is “Interested” — automatically add to a nurture sequence
  • Call disposition is “Callback requested” — schedule a follow-up task
  • Call disposition is “Left voicemail” — send a follow-up SMS
Set up these triggers in the workflow builder using the Call Status Changed trigger with a disposition condition.
Keep your disposition list short and specific. Too many options slow down your team. Aim for 5-8 dispositions that cover your most common call outcomes.
Last modified on March 6, 2026