> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dograh.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Dispositions

> Configure workflow-specific business outcomes and use them consistently across Dograh

A call disposition is a stable code that describes the business outcome of a
completed conversation, such as `qualified`, `appointment_booked`, or
`callback_requested`. It is different from the call status: `user_hangup`
explains how a call ended, while `appointment_booked` explains what the call
achieved.

<Note>
  Call disposition extraction is disabled by default for every workflow. Until
  you enable it, Dograh keeps the disposition recorded by the event that ended
  the call.
</Note>

## Before you begin

Before configuring a workflow, decide which outcomes matter to your business
and write an observable criterion for each one. You also need permission to
edit and publish the workflow.

## Configure outcomes for a workflow

1. Open the agent whose workflow you want to configure.
2. Open **Settings**, then select **General**.
3. Turn on **Extract call disposition at the end of the call**.
4. In the **Call disposition extraction** dialog, review the starter outcomes.
5. Edit or remove any outcome that does not fit this workflow.
6. Select **Add custom disposition** to add your own code and description.
7. Select **Enable extraction**.
8. Select **Save General Settings**, then publish the agent for the change to
   affect live calls.

The dialog starts with these suggestions. They do not become active until you
enable extraction and save the workflow.

| Code                 | Selection criteria                                                      |
| -------------------- | ----------------------------------------------------------------------- |
| `qualified`          | The call achieved the workflow's primary goal.                          |
| `not_interested`     | The person clearly declined the offer or said they are not interested.  |
| `wrong_number`       | The call reached the wrong person or an incorrect phone number.         |
| `voicemail_detected` | The call reached voicemail or an answering machine instead of a person. |
| `do_not_call`        | The person explicitly asked not to be contacted again.                  |
| `callback_requested` | The person asked to be contacted again at a later time.                 |

To change an enabled workflow later, select **Configure options**, update the
list, save the general settings, and publish again. Turning extraction off
removes the configured options from the workflow after you save and publish.

### Define effective custom outcomes

The code is the value Dograh stores for the run. Keep it stable and
machine-readable. The description tells the classifier when it should select
that code.

For example:

| Code                 | Description                                                                       |
| -------------------- | --------------------------------------------------------------------------------- |
| `appointment_booked` | Use when the customer agrees to a specific appointment date and time.             |
| `follow_up_required` | Use when the customer is interested but no appointment or next step is confirmed. |

Use mutually exclusive descriptions based on evidence in the conversation.
Avoid vague descriptions such as "the call went well," because two outcomes
may appear equally valid.

Each workflow can have up to 50 outcomes. A code must start with a letter, may
contain letters, numbers, underscores, and hyphens, and can be at most 64
characters. Codes are unique regardless of letter case. Each description can
be at most 1,000 characters, with a combined limit of 4,000 characters across
the workflow.

## How extraction works

At the end of an eligible call, Dograh analyzes the complete conversation and
selects exactly one of the configured codes. It cannot invent a code that is
not in the workflow configuration.

If the conversation does not support any configured outcome, contains no user
speech, or classification fails, Dograh keeps the disposition already recorded
for the call. A disposition explicitly set by an end-call or transfer tool is
also preserved rather than overwritten by final classification.

This classification is separate from variable extraction on individual agent
nodes. Node variables describe information gathered at one point in the
workflow; the call disposition describes the final outcome of the conversation
as a whole.

## Understand the stored fields

Dograh stores the termination mechanism, raw business outcome, and optional
organization-specific code separately:

| Field                                      | Meaning                                                          | Example              |
| ------------------------------------------ | ---------------------------------------------------------------- | -------------------- |
| `gathered_context.call_status`             | Observed reason the call ended; never inferred                   | `user_hangup`        |
| `gathered_context.call_disposition`        | Raw outcome recorded by the workflow before organization mapping | `callback_requested` |
| `gathered_context.mapped_call_disposition` | Organization-specific code after disposition mapping             | `follow_up`          |

When no custom outcome is recorded, `call_disposition` falls back to the call's
termination reason. When disposition mapping is disabled or no mapping matches,
`mapped_call_disposition` keeps the raw value.

## Use dispositions in a webhook

Reference the raw, mapped, and status values independently in a webhook payload
template:

```json theme={null}
{
  "call_status": "{{gathered_context.call_status}}",
  "call_disposition": "{{gathered_context.call_disposition}}",
  "mapped_call_disposition": "{{gathered_context.mapped_call_disposition}}"
}
```

Dograh automatically adds a top-level `call_disposition` containing the raw
value when your webhook template does not define that key. To send your
organization-specific code instead, reference
`{{gathered_context.mapped_call_disposition}}` explicitly. See
[Webhook Payloads](./webhooks) for the complete payload context.

## Map outcomes to your organization's codes

Disposition mapping is optional and applies across your organization. Use it
to normalize raw outcomes from different workflows into a shared vocabulary
for filtering and reporting.

1. Open **Platform Settings**.
2. Under **Preferences**, turn on **Disposition mapping**.
3. Select **Configure mapping**.
4. Map each raw Dograh or workflow disposition to your preferred organization
   code.
5. Select **Add disposition** if a custom workflow code is not already listed.
6. Save the mapping.

For example, you can map `callback_requested` to `follow_up`. Dograh preserves
`call_disposition` as `callback_requested` and writes `follow_up` to
`mapped_call_disposition`. Run filters and reports use the mapped value. In a
webhook, you can choose either the raw or mapped field explicitly. Mapping
changes apply to subsequent calls; they do not rewrite completed runs.

## Configure dispositions through the API

The workflow stores its options in
`workflow_configurations.call_dispositions`:

```json theme={null}
{
  "call_dispositions": [
    {
      "code": "appointment_booked",
      "description": "Use when the customer agrees to a specific appointment date and time."
    },
    {
      "code": "callback_requested",
      "description": "Use when the customer asks to be contacted again later."
    }
  ]
}
```

The example above shows the `workflow_configurations` value, not the complete
request body. When using the [Update Agent API](../api-reference/agents/update),
read the agent's current configuration first and preserve unrelated
`workflow_configurations` fields in the update. Send an empty
`call_dispositions` array to disable final classification.