* This functionality is only available for Dialpad Sell and Contact Center license users. Note that Dialpad dispositions must be applied on the Coaching Team OR Call Center-level, meaning you can’t have dispositions on both.
Enabling dispositions in Dialpad is a general best practice because it provides visibility into the outcome of your calls and also identifies areas of improvement.
Additionally, dispositions can automatically prevent a record from being called again in an AutoReach list. This can be helpful when an agent has successfully booked a meeting with a callee and you no longer want to dial that individual again.
Please view the following Dialpad knowledge base articles on how to enable dispositions
- Once dispositions are enabled in Dialpad, go into the AutoReach Account Settings
- Check the Uses Dispositions checkbox
- Save
Disposition Triggers
Note: This does not apply to AutoReach Campaign Management users, only the Professional license
Admins can enable disposition triggers so that agents can redial a record, add to a DNC list, or completely remove a record from all lists via specific Dialpad dispositions.
AutoReach will perform a CONTAINS function against your existing Dialpad dispositions to enable these triggers based on a brief phrase or word for the following actions:
Example (image above): if an agent uses a Dialpad disposition called “Not interested - remove,” AutoReach will recognize the phrase “remove” and automatically remove that call record from the list
Disposition triggers for Do Not Call (DNC) management
AutoReach also has built-in Do Not Call management where agents can add numbers to AutoReach’s DNC repository via Dialpad dispositions. Once numbers are added into the list, AutoReach will automatically remove that number from all lists thus preventing agents from dialing a DNC number.
Example (image above): if an agent uses a Dialpad disposition called “Add to a Do Not Call List,” AutoReach will recognize the phrase “Do Not” and automatically add that call record to the AutoReach DNC list.
For more instructions on how to upload a DNC list into AutoReach’s DNC repository, please review the Account Settings section. Agents can also manually add new DNC numbers which can be found in the Launch a Dialing Session section.