Default Dispositions and Scenarios
The two organization-wide libraries behind call outcomes and the situations your AI recognizes.
Two small settings pages that do a lot: default dispositions are the outcomes your agents pick on calls that aren't tied to a routing group, and scenarios are the situations your AI knows how to spot on a call.
Default Call Dispositions
Go to Settings > Organization > Softphone Settings and find Default dispositions ("Outcomes for manual outbound calls and destinations without their own dispositions."). This is the outcome set for calls that aren't tied to a routing group, like manual outbound dials. Routing groups have their own sets, and this is the fallback. Changes save right away.
Add a disposition from your library (Search or type a new name..., under Your library), or create a new one under Create new:
| Field | Notes |
|---|---|
| Name | Up to 120 characters. What agents see in wrap-up. |
| Outcome type | Contacted, No Contact, Sale, No Sale, Callback, Rewrite, Resolved, Unresolved, or Disqualified. This is what Pulse routing and reporting go by. |
| Description | Optional. Tells agents when to pick it. |
Click Create & add and it's in your library and this set.
The outcome type matters more than the name. A custom "Sold - needs docs" disposition with outcome type Sale counts as a sale everywhere sales get counted.
A few more things on this page:
- Always available dispositions are the built-in ones, shown separately. You don't need to add them.
- Suppress (a column next to each disposition, if your role allows it): turn it on to block anyone who gets this outcome from calling in or being contacted, across your whole organization. You can add a reason. See Suppress Unwanted Callers.
- Removing vs archiving. Removing a disposition just takes it out of this set. Archiving takes it out of your library and every set that uses it.
- Manual outbound scripts live right below: the scripts agents can pick and switch between on manual outbound calls.
Scenarios
Settings > Organization > Scenarios is your library of situations the AI can recognize on a call. Each one has:
| Field | Notes |
|---|---|
| Name | Short label, up to 255 characters |
| Description | What the AI goes by to recognize the situation, so be specific |
| Examples | Optional example lines from a member (two or three help a lot) |
A scenario doesn't do anything on its own. It kicks in once it's attached to a campaign or your Receptionist with a behavior (transfer, book an appointment, or log an inquiry). There are two ways to attach one:
- From the campaign or Receptionist, in the escalations table, where you give it a during-hours and an after-hours behavior.
- From the Scenarios page, with Attach to campaigns (or the Add "[name]" to campaigns dialog). Pick a default action, or leave it on Choose on each campaign, and pick the campaigns. Campaigns that already use the scenario are skipped and keep what they had.