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Custom Dispositions for Voice Calls

Turn call outcomes into data: create dispositions, trigger follow-ups, and analyze results in Call Reporting and Power Dialer.

5 min read1,148 words4 explained imagesUpdated Wed, 9 Sep at 12:23 AM
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  1. What Are Custom Dispositions for Voice Calls?
  2. Key Benefits
  3. How to Create and Manage Custom Dispositions
  4. How to Use a Custom Disposition After a Call
  5. Custom Dispositions on Mobile
  6. Mobile-Specific Note
  7. Use Custom Dispositions in Workflows
  8. Call Status vs. Custom Disposition
  9. Supported Calls and Limitations
  10. Migration from Legacy Call Status
  11. User Roles and Permissions
  12. Frequently Asked Questions
  13. Related Articles

Use Custom Dispositions to record the outcome of each voice call with a consistent label such as Follow Up, Qualified, or Requested Appointment. Dispositions help teams standardize call outcomes and can be used to trigger automated follow-up actions.

TABLE OF CONTENTS

What Are Custom Dispositions for Voice Calls?

Custom Dispositions are user-defined call outcomes that team members can select after a call. For example, you can create dispositions such as Follow Up, Qualified, Requested Appointment, or Not Interested.

Each call can have one disposition. The selected disposition is stored with the call and can be used in workflows to automate the appropriate next step.

Key Benefits

  • Standardize call outcomes: Give team members a consistent set of options for recording what happened on a call.
  • Speed up post-call work: Select an outcome immediately after a call instead of recording it manually elsewhere.
  • Automate follow-up: Use dispositions with the Call Details workflow trigger to send messages, create tasks, update opportunities, and more.
  • Support web and mobile teams: Select dispositions after supported calls from both the web and mobile apps.

How to Create and Manage Custom Dispositions

Sub-account admins control which dispositions are available to users. Each sub-account can have up to 10 dispositions.

  1. Go to Settings → Phone System → Voice → Call Dispositions.
  2. Review the existing dispositions available for the sub-account.
  3. Add a new disposition or edit an existing disposition as needed.
  4. Reorder dispositions to control how they appear to users.
  5. Save your changes.

Use short, action-oriented names that clearly describe the outcome of a call.

Note: Renaming a disposition does not break workflows that already use it because GHL Customer Care tracks the disposition using its internal ID. If you delete a disposition used by a workflow, update the workflow to use a valid disposition.
How to Create and Manage Custom Dispositions (image 1 of 4) What this shows Note: Renaming a disposition does not break workflows that already use it because GHL Customer Care tracks the disposition using its internal ID. What this shows Illustrates the "How to Create and Manage Custom Dispositions" section of "Custom Dispositions for Voice Calls". This screenshot appears in the "How to Create and Manage Custom Dispositions" section of "Custom Dispositions for Voice Calls". The text alongside this image reads: Note: Renaming a disposition does not break workflows that already use it because GHL Customer Care tracks the disposition using its internal ID. If you delete a disposition used by a workflow, update the workflow to use a valid disposition. Immediately after, the guide continues: When a supported call ends, the post-call screen displays the dispositions configured for the sub-account. Image 1 of 4 What this coversNote: Renaming a disposition does not break workflows that already use it because GHL Customer Care tracks the disposition using its internal ID. If you delete a disposition used by a workflow, update the workflow to use a valid disposition.
Buttons and menus referenced 10 dispositions
Next stepWhen a supported call ends, the post-call screen displays the dispositions configured for the sub-account.
All 5 steps in this procedure
  1. Go to Settings → Phone System → Voice → Call Dispositions.
  2. Review the existing dispositions available for the sub-account.
  3. Add a new disposition or edit an existing disposition as needed.
  4. Reorder dispositions to control how they appear to users.
  5. Save your changes.

How to Use a Custom Disposition After a Call

When a supported call ends, the post-call screen displays the dispositions configured for the sub-account.

  1. Complete the call.
  2. Select the disposition that best describes the outcome, such as Follow Up or Requested Appointment.
  3. The selected disposition is saved with the call and can be used by configured workflows.

Only one disposition can be selected for each call. Selecting a disposition is optional, but using them consistently helps teams maintain standardized call records and automation.

How to Use a Custom Disposition After a Call (image 2 of 4) What this shows Only one disposition can be selected for each call. What this shows Illustrates the "How to Use a Custom Disposition After a Call" section of "Custom Dispositions for Voice Calls". This screenshot appears in the "How to Use a Custom Disposition After a Call" section of "Custom Dispositions for Voice Calls". The text alongside this image reads: Only one disposition can be selected for each call. Selecting a disposition is optional, but using them consistently helps teams maintain standardized call records and automation. Immediately after, the guide continues: Custom Dispositions are supported in the GHL Customer Care, LeadConnector, and whitelabeled mobile apps on both iOS and Android. Image 2 of 4 What this coversOnly one disposition can be selected for each call. Selecting a disposition is optional, but using them consistently helps teams maintain standardized call records and automation.
Buttons and menus referenced Follow UpRequested Appointment
Next stepCustom Dispositions are supported in the GHL Customer Care, LeadConnector, and whitelabeled mobile apps on both iOS and Android.
All 3 steps in this procedure
  1. Complete the call.
  2. Select the disposition that best describes the outcome, such as Follow Up or Requested Appointment.
  3. The selected disposition is saved with the call and can be used by configured workflows.

Custom Dispositions on Mobile

Custom Dispositions are supported in the GHL Customer Care, LeadConnector, and whitelabeled mobile apps on both iOS and Android.

  • Select after a call: Choose a disposition from the call-end or post-call screen.
  • One outcome per call: Only one disposition can be recorded for each call.
  • Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger.
Custom Dispositions on Mobile (image 3 of 4) What this shows Select after a call: Choose a disposition from the call-end or post-call screen. What this shows Illustrates the "Custom Dispositions on Mobile" section of "Custom Dispositions for Voice Calls". This screenshot appears in the "Custom Dispositions on Mobile" section of "Custom Dispositions for Voice Calls". The text alongside this image reads: Select after a call: Choose a disposition from the call-end or post-call screen. One outcome per call: Only one disposition can be recorded for each call. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger. Immediately after, the guide continues: Sub-account matching is required: Dispositions appear only when the active sub-account matches the location associated with the call. If the mobile app receives calls for multiple sub-accounts, use the Switch option to open the correct…. Image 3 of 4 What to chooseSelect after a call: Choose a disposition from the call-end or post-call screen. One outcome per call: Only one disposition can be recorded for each call. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger. Next stepSub-account matching is required: Dispositions appear only when the active sub-account matches the location associated with the call. If the mobile app receives calls for multiple sub-accounts, use the Switch option to open the correct sub-account before selecting a disposition.
All 3 steps in this procedure
  1. Select after a call: Choose a disposition from the call-end or post-call screen.
  2. One outcome per call: Only one disposition can be recorded for each call.
  3. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger.
Custom Dispositions on Mobile (image 4 of 4) What this shows Select after a call: Choose a disposition from the call-end or post-call screen. What this shows Illustrates the "Custom Dispositions on Mobile" section of "Custom Dispositions for Voice Calls". This screenshot appears in the "Custom Dispositions on Mobile" section of "Custom Dispositions for Voice Calls". The text alongside this image reads: Select after a call: Choose a disposition from the call-end or post-call screen. One outcome per call: Only one disposition can be recorded for each call. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger. Immediately after, the guide continues: Sub-account matching is required: Dispositions appear only when the active sub-account matches the location associated with the call. If the mobile app receives calls for multiple sub-accounts, use the Switch option to open the correct…. Image 4 of 4 What to chooseSelect after a call: Choose a disposition from the call-end or post-call screen. One outcome per call: Only one disposition can be recorded for each call. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger. Next stepSub-account matching is required: Dispositions appear only when the active sub-account matches the location associated with the call. If the mobile app receives calls for multiple sub-accounts, use the Switch option to open the correct sub-account before selecting a disposition.
All 3 steps in this procedure
  1. Select after a call: Choose a disposition from the call-end or post-call screen.
  2. One outcome per call: Only one disposition can be recorded for each call.
  3. Workflow-ready: A selected disposition can trigger follow-up automation configured using the Call Details workflow trigger.

Mobile-Specific Note

Sub-account matching is required: Dispositions appear only when the active sub-account matches the location associated with the call. If the mobile app receives calls for multiple sub-accounts, use the Switch option to open the correct sub-account before selecting a disposition.

Use Custom Dispositions in Workflows

Custom Dispositions can be used with the Call Details workflow trigger to automate actions based on the outcome selected after a call.

For example, a workflow can:

  • Send a follow-up SMS or email.
  • Create a task.
  • Update or create an opportunity.
  • Add or remove tags.
  • Re-enqueue a contact in the Power Dialer.
  • Trigger other follow-up actions based on the selected disposition.

For complete instructions on configuring the trigger and the Custom Disposition filter, see  Workflow Trigger – Call Details .

Call Status vs. Custom Disposition

Call Status and Custom Disposition describe different information about a call.

FieldWhat It RepresentsExamples
Call StatusA system-recorded result based on what happened technically during the call.Busy, Voicemail, No Answer, Completed
Custom DispositionA user-defined classification selected after the call to describe its business outcome.Follow Up, Qualified, Requested Callback

Both can be used as filters in the Call Details workflow trigger when you need automation based on either the technical call result or the team's selected outcome.

Supported Calls and Limitations

SupportedLimitations
Calls made or received through the GHL Customer Care web appOnly one disposition can be selected per call
Calls made or received through supported mobile appsMaximum of 10 dispositions per sub-account
LC Phone and Twilio sub-accountsNested or sub-dispositions are not supported
Supported WhatsApp calls made through GHL Customer CareCalls answered through a personal number or desk phone do not support disposition selection

For information about dispositions with WhatsApp calls, see  WhatsApp Calling in GHL Customer Care .

Migration from Legacy Call Status

If you previously used the manual Call Status selection available in Power Dialer Manual Actions, that manual classification has been replaced by Call Disposition.

  • Use Custom Dispositions for user-selected post-call outcomes.
  • Historical Call Status information remains available.
  • Review older workflows that depended on the legacy manually selected status and update them to use the Custom Disposition filter where appropriate.
Important: System-generated Call Status values such as Busy, Voicemail, No Answer, and Completed are still supported in the Call Details workflow trigger. Do not replace those filters when your automation intentionally depends on the system-recorded call result.

User Roles and Permissions

RoleAvailable Action
AdminCreate, edit, delete, and manage dispositions
UserSelect an available disposition after a supported call

Frequently Asked Questions

Q: Do users have to select a disposition after every call?

No. Selecting a disposition is optional, but consistently using dispositions helps standardize call outcomes and ensures disposition-based workflows can run when configured.

Q: What happens if I rename a disposition used in a workflow?

The workflow continues to use the disposition because GHL Customer Care tracks it using its internal ID.

Q: What happens if I delete a disposition used in a workflow?

Update the affected workflow to remove or replace the deleted disposition before testing the workflow again.

Q: Can I select multiple dispositions for one call?

No. Only one Custom Disposition can be selected for each call.

Q: What is the difference between Call Status and Custom Disposition?

Call Status is recorded automatically by GHL Customer Care and represents a technical call result such as Busy, Voicemail, No Answer, or Completed. Custom Disposition is a user-defined business outcome selected after the call, such as Qualified or Follow Up.

Q: Can Custom Dispositions trigger workflows?

Yes. Add the Call Details workflow trigger and use the Custom Disposition filter to start a workflow when a specific disposition is recorded.

Q: Will historical Call Status data remain available?

Yes. Historical Call Status information remains available. Use Custom Dispositions for new user-selected post-call classifications.

Frequently asked questions

What Are Custom Dispositions for Voice Calls?
Custom Dispositions are user-defined call outcomes that team members can select after a call. For example, you can create dispositions such as Follow Up , Qualified , Requested Appointment , or Not Interested . Each call can have one disposition. The selected disposition is stored with the call and can be used in workflows to automate the appropriate next step.

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