Setting a disposition

A disposition is the structured outcome of a touch. It is not free text. You pick one from the list your admin configured, and that choice drives the next step: a callback, a booking, the retry cadence, or a hold. Every disposition is written to the ledger as call.disposition.set with your name and scope.

Steps

1. Finish the call in your phone app.
2. In the work item, find the Disposition control under the action row. Open the “Select disposition” dropdown, or click one of the chips.
3. Choose the outcome that matches what happened:
   • Callback requested — the contact asked for a specific time. You will set the callback next.
   • Booked — you booked an appointment in the system of record.
   • No answer — no pickup and no voicemail.
   • Voicemail — you left a message or reached voicemail.
   • Wrong number — the number does not reach this contact.
   • Do not contact — the contact asked not to be contacted.
4. Click Save. Your lease ends and the item moves to its next step.

What happens next

• Callback requested creates an owned callback in the location’s local time and reserves the next attempt.
• Booked writes the appointment to your EHR and updates the CRM from the same event.
• No answer and Voicemail advance the retry cadence, or hold the item if the attempt cap is reached.
• Wrong number and Do not contact close the work item and update the CRM record.

The disposition also lands on the CRM contact timeline as an outcome note. No transcript is written anywhere.

If something looks wrong

• Save is disabled. Pick a disposition first. Some locations require a disposition before release.
• The list is missing an option. The disposition list is part of the location configuration. Ask your admin; you cannot add chips yourself.
• You saved the wrong one. Tell your manager. The ledger is append-only, so the correction is logged as a new event rather than an edit.

Related

• Scheduling a callback in local time
• Retry cadence by location
• Reading the audit ledger