Dispositions & outcomes

How every conversation gets a clean, labelled outcome on an outcome board - built by AI from your own description - and how columns trigger your follow-ups.

A disposition is the short answer to “so, how did that call go?” It’s the labelled outcome attached to every finished conversation - Interested, Meeting Booked, Lost, and so on. One conversation, one outcome.

That label is what turns a pile of recordings into something you can work with. Instead of listening to 500 calls to find the 40 warm leads, you open the Interested column and hand your team the list. Instead of guessing whether a campaign worked, you look at the mix of outcomes.

The short version: every conversation lands in exactly one column of an outcome board. After it ends, the platform reads the transcript and places it. When it isn’t sure, the card waits in a Needs review queue for a person to check. You rarely have to touch it.

Where outcome boards live

Every place conversations come from has its own board:

  • Each outbound campaign - open the campaign and go to its board. You choose the board in step 2 of the campaign wizard (Outcome board).
  • Each inbound call agent - open the agent and click the Outcome board button in the flow builder’s top bar.
  • Each WhatsApp agent - same button. A WhatsApp chat lands on the board once it ends.

Design the board - in plain English

You don’t have to set up columns by hand. When a board is still empty, Design the board offers three options:

  • Suggested for your agent - a board the AI builds from what your agent is set up to do. Use it as it is, or as a starting point.
  • Describe your own - list the outcomes you care about in plain words, for example “Booked a site visit · Wants a callback · Already bought elsewhere · Not interested · Asked to stop calling”, and click Build board. The AI turns it into columns. Click Start from the suggestion to edit the suggested wording instead of starting blank.
  • Use the standard columns - New, Contacted, Interested, Meeting Booked, Lost, Do Not Call and No Answer.

Your columns become the outcomes the platform sorts conversations into, so name them the way your team thinks about the pipeline.

  • Change the board is available while the board is still empty. Once conversations are on it, the columns can’t be replaced (that would strand the cards already placed) - use Add column to extend it instead.
  • Tip: keep columns few, clear and distinct. “Interested”, “Very interested” and “Somewhat interested” will be placed inconsistently, because even a person couldn’t draw the line reliably.

How a conversation gets its outcome

  1. After it ends, the platform reads the transcript and places the card in the column that matches. This runs after the conversation, so it never slows the call or chat.
  2. The agent can tag it itself if you attach the Set disposition tool to a step in the flow. See Tagging how it turned out.
  3. When the platform isn’t confident, it doesn’t guess silently - the card is flagged Needs review.

It’s deliberately honest: if a transcript is empty or nothing clearly matches, the outcome is left unset rather than invented.

How to tell which happened: open any card and it says so - Set by the agent, Auto-classified, or Moved by a teammate.

The needs-review queue

When some cards need a check, a Needs review panel appears above the board with the count. For each card you can:

  • Confirm the Suggested column, or
  • Correct to… another column - a correction that also teaches the classifier for next time.

When the queue is empty it says All caught up. Cards to review also show up on the Follow-ups page alongside overdue callbacks and hot leads.

Working the board

  • See the split instantly - column counts show the outcome mix without running a report.
  • Move cards between columns - drag a card, or use Move to…, when you disagree with where it landed. Manual moves stick.
  • Open a card to see who it was, the outcome, how it got there, and the call or chat itself.

Make columns do the work: column actions

Each column can fire actions automatically the moment a lead lands in it. This is where outcomes stop being a report and start driving your follow-up. Click a column’s settings button to open Actions for column name, then add any of:

  • Notify teammate - email a teammate the instant a lead lands.
  • Webhook - send the outcome to your own system (an https:// address).
  • WhatsApp - send a pre-approved WhatsApp template to the customer, for example a payment or booking link. It can go right away or after a wait, and is skipped if the customer replied in the meantime or the card has moved on.
  • Notify team on WhatsApp - ping a team number on WhatsApp when a hot lead lands.
  • Push to CRM - upsert the contact and log the outcome in a CRM you’ve connected under Integrations (such as HubSpot, Salesforce, Zoho CRM, Zendesk, Shopify, Slack or Google Sheets). Connect one first; the button stays disabled until you do.
  • Schedule callback (campaign boards) - call the lead back after a delay you set, up to 30 days.
  • Move to campaign (campaign boards) - add the lead to another campaign.

A small dot on a column’s settings button shows it has actions.

This is the payoff. Set the Interested column to push to your CRM and email sales, and your team starts the day with a worked queue of warm leads - no exports, no copy-paste.

Dispositions vs. captured fields

Your agent produces two different kinds of data from a conversation, and they do different jobs:

Disposition Captured fields
What it is One outcome for the whole conversation Specific pieces of information from it
Shape Exactly one, from your board’s columns Any number of values you defined
Example Interested callback_at: "Friday 4pm", objection: "price", budget: "50k"
Good for Filtering, counting, routing, pipeline stages Enriching a record, briefing your team, syncing to CRM fields

Think of the disposition as the verdict and the captured fields as the notes. Captured fields are the variables your flow collects - on Collect steps or with auto-collect. See Capturing data.

  • Rule of thumb: if you’d want to filter or chart by it, it’s a disposition. If you’d want to read or copy it, it’s a captured field.

Reading the numbers

Once outcomes are flowing, a few habits turn them into decisions:

  • Watch the mix, per campaign or agent. The ratio of Interested to Lost to No Answer is the best read on list quality and agent performance. A sudden shift is a signal.
  • Chase the misfires. A weird distribution is worth pulling up a few calls for. It usually means a data problem, not an agent problem.
  • Mind the No Answer wall. Lots of unanswered calls rarely means people don’t want you; it usually means you’re calling at the wrong time or the numbers are stale.
  • Let the outcome route the work. Use column actions so your team works Interested first and never re-dials someone who said no.

Next: CRM & tools → - connect your CRM, calendar and messaging so an outcome can trigger the follow-up automatically.