Call Dispositions and Call Purposes

Purpose:

The purpose of this article is to provide direction and information to Outreach users regarding Call Dispositions and Call Purposes.

Intended Audience: 

• Outreach Admins
• Outreach Users

Notes: 

• Admin permissions are required to create call dispositions and purposes. 
• All Outreach users are able to assign dispositions and purposes when logging a call. 
• Outreach now provides users an indicator of whether the prospect will be marked finished in the sequence, paused, or if the prospect will continue to the next step depending on the call disposition selected upon completion of a call task within a sequence. For more information, see the Log a Call via Task section in this article. 

Creating Call Dispositions

Outreach Admins can follow these steps to create or modify call dispositions:

1. Click on the initials on the bottom left hand corner of the Outreach platform.
2. On the settings panel, find the section labeled "System Config" and click into "Calls".
3. On the top of the page, click into the "Dispositions" tab. Click "Add" on the top right corner of the page.
   
4. Enter a descriptive name for disposition, one that is easily identified by your reps based on the scenario.
5. Map to either "Answered" or "Not Answered". "Answered" calls will result in the prospect being marked as finished in the sequence while "unanswered" calls will move the prospect to the next step normally.
   
6. Save your changes.

To edit an existing disposition, follow steps above, clicking into the disposition that needs to be edited, rather than adding a new disposition.

Creating Call Purposes

Similar to the creation of Call Dispositions, Admins can follow these steps to create or modify call purposes:

1. Click on the initials on the bottom left hand corner of the Outreach platform.
2. On the settings panel, find the section labeled "System Config" and click into "Calls".
3. On the top of the page, click into the "Purposes" tab. Click "Add" on the top right corner of the page.
   
4. Enter a descriptive name for disposition, one that is easily identified by your reps based on the scenario.
   
5. Save your changes!

To edit a call purpose, follow the steps above, clicking into the call purpose that needs to be adjusted, rather than adding a new disposition.

Logging Calls

When team members log a call, they will see the following popup where they can select any of your existing call purposes or call dispositions based on the result of the call:

When your team makes calls through Outreach, this dialogue will show up automatically when the call has been completed. It will also show up at the end of any inbound phone call. Don't worry, though- if they make calls independent from Outreach, they can still log them!

Log a call at any time by doing the following:

1. Find the "+Actions" on the top right hand corner of the Outreach platform.
2. Find the box labeled "Log Call"
3. Enter the prospect name, call purpose, call disposition, and any call notes.
4. Hit "Log Call". The activity will appear in the activity feed of the associated prospect.

If you have any questions on this, please reach out to our support team!

Log a Call from the Task: 

1. Access the Prospects List View. 
2. Select the applicable Prospect from the list.
   Note: Sort and filter to locate a specific Prospect. 
3. Access the Call Task and select the Call Disposition and Call Purpose as applicable.