Default Dispositions and Scenarios
The two organization-level libraries behind call outcomes and AI behaviors.
Two small settings pages punch above their weight: default dispositions define the outcomes agents can pick on untethered calls, and scenarios define the situations your AI recognizes.
Default Call Dispositions
Settings > Default Dispositions manages the outcome set used for calls that are not tied to a transfer destination (manual outbound dials, for example). Transfer destinations carry their own sets; this is the fallback.
Add an existing disposition from your library or create one with:
| Field | Notes |
|---|---|
| Name | Up to 120 characters, what agents see in wrap-up |
| Outcome type | Contacted, No contact, Voicemail, Sale, No sale, Callback, or Do Not Call; this is what Pulse routing and reporting bucket on |
| Description | Optional guidance for agents |
System dispositions are always available and shown separately. Archiving a disposition removes it from your library and from every set that used it.
The outcome type matters more than the name: a custom "Sold - needs docs" disposition with outcome type Sale counts as a sale everywhere sales are counted.
Scenarios
Settings > Scenarios is your library of reusable situations the AI can recognize on a call, each with:
| Field | Notes |
|---|---|
| Name | Short label, up to 255 characters |
| Description | What the assistant relies on to recognize the situation; write it precisely |
| Examples | Optional example utterances (two or three help accuracy) |
Scenarios do nothing on their own; they take effect when attached to a campaign or your Receptionist through the Assistant Behaviors table, where you assign each one a during-hours and after-hours behavior.