Call scripts and dispositions

Call scripts and dispositions help your team handle calls the same way every time and record what happened at the end.

Call scripts are reusable talking points that agents can open during a live call in the web dialer or mobile app. Use them for opening statements, discovery questions, qualification criteria, objection responses and closing prompts. They help new staff at a roofing or HVAC company follow the same process as everyone else. To create one, go to Settings > Phone System > Voice > Call Scripts, click Add Scripts, enter your text and save. During a call, tap Scripts and choose one. You can switch scripts at any time without affecting the call. Scripts are plain text, without formatting or links. A workflow can also create a Manual Call task that the agent completes with a script open.

Dispositions record the outcome of a call, such as Interested, Requested appointment or Not interested. Accounts start with preset dispositions. Account admins can add or edit them under Settings > Phone System > Voice > Call Dispositions, up to 10 in total. After a call made or received in the web dialer or mobile app, the user can pick one disposition. Picking one is optional.

Dispositions put those outcomes to work:

• Automation: build a workflow with the Call Details trigger and the Custom Disposition filter to send a follow-up text, schedule a callback or add the contact to a pipeline.
• Reporting: Reporting > Call Reporting has a Call Disposition column that you can filter by.

Calls answered on a personal phone or desk phone cannot use dispositions. On mobile, the selected account must match the call's location. If you delete a disposition, workflows that use it stop triggering.