# Dispositions

> Create wrap-up (disposition) codes, require notes, mark codes as terminal for the dialer, and see what agents chose.

Source: https://edesy.in/docs/contact-center/agents/dispositions

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

1. **The call ends** and the agent's status becomes *Wrap-up*.
2. **The dialog lists your active codes.** Codes that require notes are marked.
3. **The agent picks a code** and types notes if needed.
4. **Submit & Go Available** saves the code on the call and sets the agent to *Available*. *Skip* sets the agent available without a code.
5. **For dialer calls,** the code is written back to the lead, a terminal code stops retries, and a `disposition.submitted` webhook is sent. See [Webhooks](https://edesy.in/docs/contact-center/api/webhooks).

## Create a disposition

```bash
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](https://edesy.in/docs/contact-center/ai/call-insights-summary-sentiment) 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.