3rd of December, 2025

Custom Dispositions: Choose an outcome for your call. Use it to trigger workflows

What’s new

• Post-call picker in the Web Dialer: select one disposition (example: Follow Up)

• Customizable: sub-account admins can create, edit, and delete dispositions.

• Automation-ready: new Workflow filter under "Call Details" called "Custom Disposition" for follow-ups (send messages, tag, re-enqueue in Power Dialer, etc.)

• Saved to the record: disposition appears in Call Reporting table and filters (coming soon)

Why it matters

• Faster wrap-up -> more calls per day
• Cleaner automation -> triggers based on what the rep selected, not only system status
• Better visibility -> consistent outcomes you can query and audit (reporting coming soon)

How it works

1) Finish a call

2) Pick one disposition

3) Workflows fire immediately when the chosen disposition matches your automation rules

Setup (admins)

1) Go to Settings -> Phone System -> Voice -> Call Dispositions

2) Review the defaults and add or edit up to 10 dispositions total

3) In Workflows, use the Custom Disposition filter to define follow-ups

Examples

• Requested Appointment -> send SMS with booking link and create a follow-up task
• Follow Up -> re-enqueue into Power Dialer in 2 days
• Not Interested -> add a "Do not nurture – called" tag and remove from a campaign

Important for existing automations

• If you use Call Status to drive workflows, Call Dispositions may work better for you
• Renaming a disposition: existing workflows continue working with the new name
• Deleting a disposition: workflows referencing it will stop firing; update them first

PS: Mobile app support for Dispositions is coming in a few weeks