A disposition is the final result of a call, such as QUALIFIED, NO_ANSWER or VOICEMAIL. Edesy sets it from the call's connection status, voicemail detection and the agent's set_call_outcome tool. Dispositions drive campaign retries, outcome actions and workflow filters, and they appear in call history, exports and webhook payloads.
All dispositions#
| Disposition | Meaning | Typical source |
|---|---|---|
SUCCESS |
The call achieved its goal | Agent outcome |
COMPLETED |
The conversation finished normally | Call end |
QUALIFIED |
The lead met your qualification rules | Agent outcome |
NOT_INTERESTED |
The caller declined | Agent outcome |
CALLBACK_REQUESTED |
The caller asked to be called back | Agent outcome |
CALLBACK_SCHEDULED |
A callback time was agreed | schedule_callback tool |
NO_DECISION |
The caller did not decide either way | Agent outcome |
PARTIAL |
The call ended before the goal was reached | Call end |
TRANSFERRED |
The call was transferred to a person | transfer_call tool |
VOICEMAIL |
A voicemail or answering machine was reached | Voicemail detection |
BUSY |
The line was busy | Telephony |
NO_ANSWER |
Nobody picked up | Telephony |
WRONG_NUMBER |
The person said it is the wrong number | Agent outcome |
DO_NOT_CALL |
The person asked not to be called again | Agent outcome |
FAILED |
The call could not be placed or dropped with an error | Telephony or platform |
CUSTOM |
A custom outcome you defined | Agent outcome |
The REST API returns dispositions in upper case (QUALIFIED). The per-call callbackUrl payload uses lower case (qualified). Normalise before comparing.
Voicemail detection#
Voicemail is detected from the transcript or by the model, not by the carrier. For each agent you choose what happens next:
| Action | What it does |
|---|---|
| Hang up | Ends the call straight away |
| Leave a message | Speaks your voicemail message, then ends |
| Call back | Ends and schedules another attempt |
Use dispositions#
| Where | How |
|---|---|
| Campaign retries | Retry only chosen dispositions, such as NO_ANSWER and BUSY. See scheduling and retries |
| Workflows | Filter the Call ended trigger by outcome. See workflow triggers |
| Outcome actions | Run a CRM update, email, callback, workflow or webhook per outcome. See outcome actions |
| Webhooks | Read disposition in the call.analyzed payload |
| Exports | Filter call history and download |
Let the agent set the outcome#
Turn on the set_call_outcome tool and tell the agent when to use each value:
At the end of the call, call set_call_outcome:
- QUALIFIED if the caller has a budget and wants a site visit
- CALLBACK_REQUESTED if they ask to talk later
- NOT_INTERESTED if they decline
FAQs#
What is the difference between SUCCESS and COMPLETED?
COMPLETED means the conversation ended normally. SUCCESS means it also achieved the goal you defined.
Does DO_NOT_CALL stop future campaign calls?
Treat it as an instruction: exclude these numbers from future lists and, if you use a CRM, mark the contact through a workflow.
Can I add my own dispositions?
Use CUSTOM with your own outcome label in the agent's outcome settings.