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Overview

Call dispositions automatically classify completed voice calls into the categories you define. Use them to identify outcomes such as qualified leads, completed transfers, or calls that need follow-up. When a call is finalized, Apten evaluates your dispositions from top to bottom. The first disposition whose conditions all match is applied to the call. Calls that do not match any disposition are assigned the built-in Other/Unknown disposition.

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Configure Call Dispositions

  1. Go to Call Dispositions in the left sidebar.
  2. Turn on Enable Call Dispositions.
  3. Click New Disposition.
  4. Enter a Name and optional Description, and choose a color.
  5. Add one or more conditions that identify calls for this disposition.
  6. Click Save.
Repeat these steps for each disposition you need. Drag dispositions into priority order: Apten applies the first matching disposition.
Other/Unknown is always the final fallback disposition and cannot be edited, deleted, or reordered.

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Choose Conditions

Each disposition can combine call attributes and AI conditions. All conditions on a disposition must match for Apten to apply it.

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Call Attributes

Call Attribute conditions use data already recorded for the call:
  • Call outcome — matches No Answer, Busy, or Voicemail.
  • Hit call screener — matches whether the call encountered a call screening service.
  • Successfully transferred — matches whether the call was successfully transferred.
  • Direction — matches inbound or outbound calls.
  • Duration in seconds — matches calls that are greater than, greater than or equal to, less than, or less than or equal to a duration you set.
  • Transfer type — matches Cold or Warm transfers.

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AI Conditions

AI conditions evaluate the transcript of a finalized call against reusable criteria you write. For example, you could create an AI condition named Appointment requested with the criterion: “The lead agreed to schedule a follow-up appointment.” To create one:
  1. Open the AI Conditions tab.
  2. Click New AI Condition.
  3. Enter a name and describe the criterion in plain language.
  4. Save the condition, then add it to one or more dispositions.
You can reuse an AI condition across multiple dispositions. If an AI condition is in use, remove it from those dispositions before deleting it.

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Monitor Dispositions

Each classified call stores its disposition name and the time it was classified. To notify another system when a disposition is applied, subscribe to the call.dispositioned webhook event.