Dispositions

What it is

A Disposition classifies a conversation for follow-up and reporting. You can select one or more outcomes, according to your website's limit, and find closed conversations that still need a selection.

Who uses it and why

• Operators classify the work they handle.
• Supervisors correct missing classifications and review outcomes.
• Operators with the Settings role maintain the available choices and decide when selection is required.

Where to find it

Use Disposition in the conversation pane. Operators with the Settings role maintain the list under Settings › General Settings › Disposition. In History, the Disposition filter includes Missing Dispositions (only closed).

How it works

Select the disposition that describes the conversation. You can remove or change selections later where you have access to that conversation.

The available list depends on the conversation's platform. A disposition can also be limited to particular teams and channels. Translated labels can appear in your operator language.

If your website requires a disposition at chat end, choose one before ending the chat. Adding a disposition clears the conversation's missing-classification marker and updates the relevant counter.

An enabled Conversation Summary feature can recommend dispositions. With Apply Disposition automatically, INSIDE can classify a closed or resolved conversation that has no existing disposition, choosing recommendations above the configured confidence threshold up to the website maximum. A configured default can be used when no recommendation qualifies.

Configure it

With the Settings role, use Disposition to add or edit a choice, its category and its platform, team and channel applicability. The name is required and allows up to 150 characters; the category allows up to 100 characters. Save translated names where needed.

With the Settings role, set Maximum dispositions per conversation to a value from 1 to 20. Configure the end-chat requirement and hover behaviour in Chat Pane.

Ask Powerfront to change the platform-specific missing-disposition switches to choose which kinds of work contribute to missing-classification tracking. Hide Missing Disposition Counter controls visibility of the counter, and Powerfront can change it for you.

Settings

Fields

Permissions

Limits and good to know

• A missing disposition is different from a selected outcome that means no sale or no resolution.
• A choice configured for a different platform, team or channel may not appear.
• AI recommendations are suggestions within the selection workflow; check them against the conversation.
• Automatic classification is a separate AI option. It does not replace a disposition already selected on the conversation.
• Changes can also update reporting and configured CRM synchronisation.

Depends on and works with

FAQ and troubleshooting

Why can another operator see a disposition that I cannot?

Check its platform, team and channel applicability. Also check that translated labels have been saved correctly.

Why can I select only one outcome?

The default maximum is one. An operator with the Settings role can change Maximum dispositions per conversation.

How do I find unclassified work?

Open History and choose Missing Dispositions (only closed) in the Disposition filter. Ask Powerfront to check that missing-disposition tracking is enabled for the relevant platform.