Custom Dispositions let agents select one outcome, such as Follow Up, Requested Appointment, or Not Interested, as soon as a call ends. Using call dispositions improves call documentation and gives you clearer insights through reporting.

Creating and Managing Dispositions

Each account comes with preset dispositions so you can get started straight away; admins can modify or add to these whenever needed. To do so, go to Sub-account Settings > Phone System > Voice > Call Dispositions.

To add a new disposition, click the "+ Add Disposition" button in the upper right-hand section of the page.

A new modal will appear, prompting you to enter a disposition name before saving. Best practice is to create concise, action-oriented outcomes that align with your pipeline stages.

Note: Each sub-account supports up to 10 dispositions.

Account admins can also edit or delete dispositions by clicking the pencil or trash icon next to them, respectively. Existing workflows will continue to function even if a disposition is renamed.

Dispositions can also be reordered for convenience.

How Call Dispositions Work

When a call ends in the web dialer, agents are presented with up to 10 disposition options (for example, Follow Up or Requested Appointment). Selecting one logs the call outcome instantly.

Using Custom Call Dispositions in Workflows

Dispositions integrate directly with workflows through the Call Details trigger using the Custom Disposition filter. When combined with additional filters, such as call direction, duration, or tags, you can automate actions including sending personalised SMS or email sequences, re-enqueuing leads in the Power Dialer, applying or removing tags, and creating tasks or opportunities

Call Dispositions bring structure, speed, and clarity to voice call management. By standardising call outcomes, enabling real-time automation, and improving reporting, they help teams move faster, analyse performance more effectively, and make sure no call outcome gets missed.

Supported Call Types

  • Supported: All calls made or received via the web application for LC Phone and Twilio sub-accounts.
  • Not supported: Calls answered via a personal number or desk phone and calls via the mobile app.

Limitations

  • One disposition per call
  • Sub-dispositions (nested outcomes) are not supported
  • Multiple selections are not supported

User Roles and Permissions

RolePermissionsAdminCreate, edit, and delete dispositionsUserSelect a disposition after a call

Frequently Asked Questions

Q: Do agents have to select a disposition after every call?

  • No. Selecting a disposition is optional but strongly recommended for accurate reporting and automation.

Q: What happens if a disposition used in workflows is renamed?

  • Workflows continue to trigger as expected; the system tracks dispositions by internal ID.

Q: What happens if a disposition is deleted?

  • Any workflows using that disposition will stop triggering until the filter is removed or replaced.