Dispositions and Routing

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-first campaigns share the same underlying disposition library, but they differ in two important ways: where you configure the available set, and how routing is grouped. Both are covered below.

How a disposition is set

Disposition categories

Every disposition belongs to one of three categories:

Configuring which dispositions are available

Voice AI: Manage Dispositions

Manage Dispositions configures which dispositions are available for routing on a campaign. It's a three-panel view, and changes save automatically:

• Categories (left): a read-only reference of your System groups and Feature dispositions, so you can see what's always present.
• Campaign Dispositions (middle): the Library dispositions currently enabled on this campaign. This is the set the AI employee can choose from and the set you route against.
• Client Library (right): every Library disposition available to your organization that isn't yet on this campaign.

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-first: Softphone disposition sets

For Agent-first calls, the set an agent can pick from at wrap-up is configured per transfer destination. The destination that handled the call determines the set. A client-wide default set is used only when a call has no destination, or when that destination does not yet have a configured set. You manage them in two places:

• Settings > Organization > Default Call Dispositions: your client default set.
• Inside each transfer destination's editor (the Dispositions section): the set for that destination.

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 disposition routing node splits the workflow based on the outcome. You route groups rather than wiring every individual disposition, and set a default path for anything that doesn't match a branch. How outcomes are grouped depends on the campaign type.

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:

Routing "No Contact" into a wait-and-redial loop while sending connected outcomes elsewhere is the most common pattern.

Agent-first: by outcome type

Agent-first routes on a disposition's stable Outcome type bucket. This is deliberate: you can rename a disposition or swap a transfer destination's whole disposition set without breaking your Pulse routing, because routing keys on the bucket. There are seven outcome types:

Contacted, No Contact, Voicemail, Sale, No Sale, Callback, Do Not Call

In the builder, an Agent-first call node's branches are these outcome-type buckets, and each bucket is annotated with the actual dispositions from the assigned destination that fall into it, so you can see exactly what routes where. Every softphone disposition is assigned an outcome type when created (defaulting to Contacted) and editable later, so a disposition named anything follows your "No Contact" branch as long as its outcome type is No Contact.

System outcomes use the same outcome-type routing when they advance Pulse. Platform-only states do not become agent choices: No Agent Available on an accept-first callback re-arms that callback, while Abandoned on a normal dial-first call returns the customer to pending without advancing Pulse.

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.