Before you start
None — dispositions are workspace-wide and don’t depend on a campaign existing first.Steps
1
Go to Dispositions
In the left navigation, select Dispositions, then select Add disposition.
2
Enter a code
Enter a Code — lowercase letters, digits, and underscores only, up to 32 characters
(for example
callback_later). This can’t be changed after creation.3
Enter a label
Enter a Label — what agents actually see, for example “Call back later”.
4
Set whether it's terminal
Set Terminal to Terminal (closes the lead) if no further attempt is warranted,
or Non-terminal (reschedules) if the lead needs a retry.
5
Set whether it adds to DNC
Set Adds to DNC to Yes if this outcome must suppress the number from all
future dialing workspace-wide.
6
Set a retry delay, for non-terminal outcomes
Enter Retry delay (seconds) — how long before this lead is eligible to be dialed
again.
7
Save
Select Save.
Verify
The disposition appears in Dispositions, and it’s selectable when you
create or edit a campaign.
The built-in
callback code is the only one that prompts agents for a date and time and
reserves the lead for them — see How callbacks work. A disposition
you create yourself, even one meant to work the same way, won’t do either.Common problems
- The code won’t save. Codes accept only lowercase letters, digits, and underscores.
- You need to change a code. Codes are immutable after creation — create a new disposition and deactivate the old one instead.
- You can’t delete a built-in disposition. System-provided codes can be deactivated but not deleted.