Custom dispositions
The nineteen built-in dispositions drive everything downstream. Custom dispositions let you record your own vocabulary
on top of them — "Callback — spouse", "Price objection", "Sent proposal" — without breaking the reporting.
How it works
Every custom disposition maps onto one built-in disposition. When a rep picks your custom name, the mapped built-in is
what actually happens: what syncs to the CRM, what automation rules fire on, and what the reports count.
Create one
Open the dialer settings and click Add Custom Disposition. Give it a name and pick the built-in disposition it stands
for.
Manage them
Custom Dispositions in the top bar lists yours. From there you can:
- Change the mapping — the mapped disposition drives everything downstream, so if you mapped "Price objection" to
Negative and it should have been Presented No Sale, change it here and future calls follow the new mapping.
- Rename — names cannot be empty and must be unique within your list.
- Delete — the label stops appearing in the disposition list and in filters.
The list shows which ones are Not used yet, which is a good way to prune labels the team never adopted.
They belong to the person who made them
Custom dispositions are per user, not per organisation. Each rep has their own set, and names must be unique within that
set.
That has a consequence worth planning around: if you want the whole team using the same labels, someone has to create
the same set on each account, and the mappings have to match. Otherwise "Price objection" means Negative for one rep and
Presented No Sale for another, and your disposition report becomes noise.
Filtering by them
The Custom disposition filter on the contacts toolbar selects contacts that have ever received any of your labels.
Unlike the built-in Disposition filter, it changes the list only — dial batches are not affected.
Keep the set small
A rep choosing between six labels picks the right one. A rep choosing between thirty picks the first one that looks
close. If you cannot explain to a new starter what each label means in one sentence, there are too many.