# Default Dispositions and Scenarios (/docs/guides/reference/default-dispositions-and-scenarios) 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 [#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](/docs/guides/phone-numbers/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 [#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](/docs/guides/campaign-toolkit/assistant-behaviors), 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. Where scenarios get their behaviors. Change what the AI says, and set escalations per campaign. Where default dispositions meet your agents. How outcome types drive Pulse.