Dispositions, also called wrap-up codes, record the outcome of each call, such as "Resolved", "Callback requested" or "Not interested". After every call the agent desktop shows a disposition dialog. Admins create the codes, can require notes for a code, and can mark a code as terminal so the dialer stops calling that lead.
Disposition fields#
| Field | API field | Detail |
|---|---|---|
| Name | name |
1-100 characters, unique per workspace |
| Category | category |
Optional grouping, up to 100 characters |
| Description | description |
Up to 500 characters |
| Require notes | requires_notes |
Agent must type notes to submit this code |
| Terminal | is_terminal |
For dialer leads: stops further attempts (for example "Do not call") |
| Sort order | sort_order |
Order in the agent's list |
| Active | is_active |
Hide a code without deleting it |
How wrap-up works#
- The call ends and the agent's status becomes Wrap-up.
- The dialog lists your active codes. Codes that require notes are marked.
- The agent picks a code and types notes if needed.
- Submit & Go Available saves the code on the call and sets the agent to Available. Skip sets the agent available without a code.
- For dialer calls, the code is written back to the lead, a terminal code stops retries, and a
disposition.submittedwebhook is sent. See Webhooks.
Create a disposition#
curl -X POST https://voice-api.edesy.in/v1/ccaas/dispositions \
-H "Authorization: Bearer sk_your_api_key" \
-H "Content-Type: application/json" \
-d '{"name": "Not interested", "category": "Sales", "requires_notes": false, "is_terminal": true}'
Other endpoints: GET/v1/ccaas/dispositions, PATCH/v1/ccaas/dispositions/{id}, DELETE/v1/ccaas/dispositions/{id}.
FAQ#
Can AI pick the disposition?#
AI call insights suggest a code from your active list. The agent still chooses.
Is the disposition required?#
No. Agents can skip it. Use Require notes to make notes mandatory for a chosen code.
Where do I see the disposition mix?#
The per-agent report (GET/v1/ccaas/reports/agents/{id}) returns a breakdown of dispositions for the date range.
What does terminal mean?#
On dialer campaigns, a terminal code ends pursuit of the lead. Non-terminal codes leave it eligible for retries.
Do inbound calls send a disposition webhook?#
No. disposition.submitted is sent for agent-dialer calls.
Can I rename a code that is already in use?#
Yes. Past calls keep the link to the code.