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Disposition & Follow-up Handling Guide

1. Introduction​

The Disposition Module is used to record the outcome of each call during a campaign.
It ensures all call results are captured in a structured way and helps in tracking, reporting, and follow-ups.

Follow-up handling allows scheduling future actions for leads based on call outcomes.

2. Module Overview​

  • Disposition Module is enabled by default with the Campaign module
  • Integrated with CRM for storing outcomes
  • Fields can be configured based on requirements
  • Module cannot be deleted

3. Disposition Configuration in Campaign​

During Campaign Creation​

  • Option available to enable or disable Disposition
  • If enabled:
    • Disposition template is applied to campaign leads

D & F 2

Disposition Template​

  • Pre-configured template can be selected
  • Template supports:
    • Campaign fields
    • Lead fields
    • Custom fields

Example Fields​

  • Call Outcome (Connected, Not Connected, etc.)
  • Notes
  • Follow-up details

4. Disposition Handling During Campaign​

When a Call is Assigned​

Agent will see a popup with:

  • Lead details (Name, Phone Number, etc.)
  • Disposition Note button

Adding Disposition​

  1. Click Disposition Note
  2. Disposition template opens
  3. Enter details:
    • Select call outcome
    • Add notes (optional)
  4. Submit

Behavior​

  • Disposition is saved to the lead
  • Standard format ensures consistent data

5. Multiple Dispositions​

  • Multiple dispositions can be added for the same lead
  • Supported scenarios:
    • Retry attempts
    • Multiple call interactions
    • Manual updates after campaign

6. Agent Status Behavior​

After Disposition Submission​

  • Agent status automatically changes back to previous status
  • Agent becomes ready to receive next campaign call

7. Follow-up Handling​

Follow-up is part of the Disposition Note.

If a disposition is selected for the lead, follow-up can be configured within the disposition.

If no disposition is selected, the system will still display a separate Follow-up button, allowing the agent to create or update a follow-up directly for the lead if needed.

D & F 1

Follow-up Fields​

Agent can define:

  • Timejp When the next call should happen

  • Ownership

    • Me (current agent)
    • Team (campaign group)
    • Specific agent

Example​

  • Follow-up Time: Tomorrow at 10:00 AM
  • Ownership: Assigned to current agent

8. Follow-up Behavior​

  • System schedules follow-up based on defined time
  • Lead is prioritized at the scheduled time
  • Notification is sent to assigned user
  • Follow-up can be updated either through the disposition note or through the separate follow-up option when no disposition is selected

9. Follow-up After Campaign End​

Two Possible Behaviors​

Option 1: Follow-up Expires​

  • Follow-up is valid only within campaign duration
  • After campaign ends, follow-up is not active

Option 2: Follow-up Continues​

  • Follow-up remains active even after campaign ends
  • Assigned user receives notification
  • User can manually complete follow-up
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