Dispositions and Routing
How Voice AI and Agent Queue campaigns configure dispositions and route recorded outcomes to the next Pulse step.
A disposition is the outcome of a call. It's the signal Pulse uses to decide what happens next: wait and try again, send a text, or end the cadence.
Voice AI and Agent Queue campaigns both use library and system outcomes, but their available sets and routing contracts differ. The AI selects enabled campaign outcomes; a human selects from the call's routing-group disposition set.
How a disposition is set
The disposition is determined automatically at the end of each call. System outcomes come from call signals (for example, No Answer or Voicemail), and Library outcomes are selected by the AI employee from the conversation.
The agent selects the disposition at wrap-up from the set configured for the call's routing group (for example, Sale, No Sale, Callback Scheduled). Deterministic system outcomes such as No Answer and Voicemail are set automatically, so the agent only dispositions calls they actually handled.
Disposition categories
Every disposition belongs to one of three categories:
| Category | What it is | Editable |
|---|---|---|
| System | Product-managed outcomes tied to deterministic call handling, including No Answer, Line Busy, Voicemail, Invalid Number, and Do Not Call. They cannot be renamed or removed. Outcomes that do not require agent judgment are set automatically. | No |
| Feature | Voice AI outcomes associated with declared transfer, appointment, or inquiry actions. Applicable handled outcomes can end a journey automatically. | No |
| Library | Organization-configurable outcomes selected by the AI employee or human agent from the relevant enabled set. | Yes |
Configuring which dispositions are available
Voice AI: Manage Dispositions
Manage Dispositions configures the AI's library outcomes and guidance. In campaign Configuration, edits join the header Save action. When opened in an independent editor, follow that editor's displayed save behavior.
- Campaign Dispositions (left): the Library dispositions currently enabled on this campaign. This is the set the AI employee can choose from.
- Client Library (right): every Library disposition available to your organization that isn't yet on this campaign.
System groups list their member outcomes directly in Call routing. A compact inline note explains Do Not Call and automatically handled outcomes.
Drag a disposition from the Client Library into Campaign Dispositions to add it, or back out to remove it. Each Library disposition carries an LLM snippet, a short instruction that tells the AI employee when to apply that outcome; you can edit it per campaign, and the campaign snippet takes precedence over your client-wide default. You can also create a new disposition from the Client Library (Name, Description, and LLM snippet are required), which then joins your library for any campaign.
Agent Queue: Softphone Disposition Sets
For Agent Queue calls, the wrap-up set is configured per routing group. The group that handled the call determines the set. Organization defaults apply when no group-specific set is configured. You manage them in two places:
- Settings > Organization > Default Call Dispositions: your client default set.
- Inside each routing group's editor (the Dispositions section): the set for that routing group.
A few things to know:
- System outcomes (Voicemail, Do Not Call, and similar) are always available to agents and don't need to be added.
- A configured destination set is its own set; it does not merge with or expand the client default.
- Your starting default set is Sale, No Sale, Callback Scheduled, and Customer Hung Up.
- Each disposition has a Name, a Description, and an Outcome type (see routing below). New dispositions default to the Contacted outcome type.
How outcomes are grouped and routed
The Call node's outcome routing selects a labeled output after the call. Assign supported outcomes to outputs and choose a default for unmatched results. This is separate from data-routing nodes and the group that chooses human agents.
Voice AI: by name and system groups
Voice AI routes on the disposition name, and the two built-in system groups let you route many outcomes at once:
| Group | Includes | Meaning |
|---|---|---|
| No Contact | No Answer, Line Busy, Voicemail, Invalid Number | Calls where no conversation occurred |
| Negative Contact | Customer Unresponsive, Customer Hung Up, Wrong Number, Do Not Call | Contact was made, but the outcome was negative |
Routing "No Contact" into a wait-and-redial path while sending connected outcomes elsewhere is the most common pattern.
Agent Queue: By Outcome Type
Agent Queue Pulse routes on the human disposition's stable Outcome type. Renaming a disposition does not change its bucket; changing its outcome type does.
The routing matrix includes groups used by the current disposition set, plus automatic No Contact, Voicemail, and No Agent Available outcomes. Other supported groups include Sale, No Sale, Callback, Rewrite, Resolved, Unresolved, and Disqualified.
Bad Contact contains Customer Unresponsive and Wrong Number. These outcomes do not count as meaningful contact with the intended customer. Give Bad Contact its own path to end the sequence, correct the number, or retry. Selecting Bad Contact does not automatically suppress the customer.
The Agent Queue Call routing matrix lists outcome-type groups and their actual human dispositions. Assign each group to an output. A differently named disposition still follows No Contact when that is its configured outcome type.
System outcomes use outcome-type routing when they advance Pulse. No Agent Available routes separately from customer contact when a campaign call advances. On an accept-first recovery callback, it re-arms that callback. Abandoned on a normal dial-first call and Dial Cancelled before customer dialing return the customer to pending without advancing Pulse.
Do Not Call automatically stops outreach and suppresses future calls and SMS. It remains available in agent wrap-up and reporting, but is not a selectable routing row. Existing saved DNC assignments do not override this stop. Invalid Number also stops the campaign sequence automatically.
Outcomes that end the journey automatically
On Voice AI campaigns, some outcomes mean the AI already got the job done. These end the customer's journey right away, marked as completed, before any of your routing runs:
- Appointment Scheduled
- Transferred
- Inquiry Raised, Inquiry Resolved, and Inquiry Unresolved
That's why you won't see them in a call step's disposition list. You'll see this note instead: "Appointment Scheduled, Inquiry Raised and Transferred end the journey automatically, so they aren't listed here."
And booking an appointment goes one step further: it ends every active campaign journey for that customer, not just this one. If they've got a time on the books with you, every other campaign backs off. See How Campaigns Run.
Routing on customer data and tags
Dispositions route on how a call went. To route on who the customer is, use a Routing step. It checks the customer's details, their primary policy, their custom fields, or their Customer Tags, and sends them down the first branch whose rules all match.
For tags, pick Customer Tags, then Has any of or Has none of, and choose the tags. Anyone who doesn't match a branch (or is missing the data) goes down the Default branch. You can have up to five branches.
To create, rename, or clean up the tags you route on, go to Settings > CRM Settings > Tags. See Customer Tags.
This is how the AEP Renewals 2027 campaign sends Red, Yellow, and Green members down different paths. See Customer Tags for more.
System and error outcomes
Some outcomes are not customer signals but connection or system issues (a carrier declining the call, a temporary telephony error, an unreachable number). You do not route these yourself; the platform handles them automatically. See Error Handling and Retries for exactly what is retried, reported, or stopped for you.