# Dispositions

Record conversation outcomes and find closed work that still needs classification.

*Release 3.3 · admin, operator, supervisor*

**Settings › General Settings › Disposition** · **Conversation › Disposition** · **History › Disposition**

## 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

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Recommend Dispositions | Settings › AI › Features › Conversation Summary | website | Off | Settings role, Developer role | Requests suggested dispositions from the conversation summary feature. |
| Apply Disposition automatically | Settings › AI › Features › Conversation Summary | website | Off | Settings role, Developer role | Applies qualifying recommendations to closed or resolved conversations that have no existing disposition. |
| Confidence Threshold (%) | Settings › AI › Features › Conversation Summary | website | 75% in the editor; 0% when never saved | Settings role, Developer role | Sets the minimum confidence for automatic disposition selection. |
| Default Disposition | Settings › AI › Features › Conversation Summary | website | Not set | Settings role, Developer role | Supplies the automatic fallback when no recommendation qualifies. |
| Recommend Dispositions Rules | Settings › AI › Features › Conversation Summary | website | Not set | Settings role, Developer role | Supplies instructions for recommending dispositions. |
| Platform/s | Settings › General Settings › Disposition | website | All available platforms selected | Settings role | Limits the choice to the selected conversation platforms. |
| Unsuccessful Video Call | Settings › General Settings › Disposition | website | Off | Settings role | Marks the disposition as an unsuccessful video-call outcome. |
| Channel/s | Settings › General Settings › Disposition | website | Not set | Settings role | Restricts the choice to the selected channels. |
| Team/s | Settings › General Settings › Disposition | website | Not set | Settings role | Restricts the choice according to the operator's teams. |
| Missing Dispositions - Chat | Settings › General Settings › My Stats | website | On unless the legacy missing-disposition counter is hidden | Powerfront, on request | Shows the missing-disposition count for Chat conversations in My Stats. |
| Missing Dispositions - Email | Settings › General Settings › My Stats | website | On unless the legacy missing-disposition counter is hidden | Powerfront, on request | Shows the missing-disposition count for Email conversations in My Stats. |
| Missing Dispositions - Messenger | Settings › General Settings › My Stats | website | On unless the legacy missing-disposition counter is hidden | Powerfront, on request | Shows the missing-disposition count for Messenger conversations in My Stats. |
| Missing Dispositions - Facebook | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Facebook conversations in My Stats. |
| Missing Dispositions - Text | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Text conversations in My Stats. |
| Missing Dispositions - Call | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Call conversations in My Stats. |
| Missing Dispositions - WhatsApp | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for WhatsApp conversations in My Stats. |
| Missing Dispositions - Twitter | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Twitter conversations in My Stats. |
| Missing Dispositions - Apple Messages | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Apple Messages conversations in My Stats. |
| Missing Dispositions - Kakao Talk | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Kakao Talk conversations in My Stats. |
| Missing Dispositions - Viber | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Viber conversations in My Stats. |
| Missing Dispositions - Instagram | Settings › General Settings › My Stats | website | Off | Powerfront, on request | Shows the missing-disposition count for Instagram conversations in My Stats. |
| Maximum dispositions per conversation | Settings › General Settings › Website | website | 1 | Settings role | Limits operator selections to between 1 and 20 dispositions per conversation. |
| Make disposition selection mandatory on chat end | Settings › Chat › Chat Pane | website | Off | Settings role | Requires an applicable disposition before ending a chat. |
| Hide disposition selector when hovering over End Chat | Settings › Chat › Chat Pane | website | Off | Settings role | Hides the hover selector when selection is not mandatory. |
| Hide Missing Disposition Counter | Settings › General Settings › My Stats | website | Off unless the legacy missing-disposition counter is hidden | Powerfront, on request | Hides all missing-disposition counters in My Stats, overriding the individual platform switches. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Disposition | Yes | Names the disposition; required, with a maximum of 150 characters. |
| Category | Settings › General Settings › Disposition | No | Groups the disposition under a category of up to 100 characters. |
| AI Description | Settings › General Settings › Disposition | No | Describes the choice to assist AI recommendations, with a maximum of 1,000 characters. |

### Permissions

| Permission | Lets you |
|---|---|
| Disposition | Allows operators with the Settings role to access disposition configuration. |

## 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

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control the maximum dispositions per conversation and missing-disposition tracking.
- **Configured in** [Roles and permissions](ADM-008.md): Settings permissions control management of the disposition list.
- **Configured in** [Teams](ADM-013.md): Dispositions can be restricted to selected operator teams.
- **Configured in** [AI conversation summaries](AI-009.md): Conversation Summary settings control disposition recommendations and automatic selection.
- **Works better with** [Salesforce cases and conversation links](CRM-012.md): Configured Salesforce case synchronisation can receive disposition changes.
- **Works better with** [Dynamics 365 cases](CRM-016.md): Configured Dynamics case synchronisation can receive disposition changes.
- **Related** [Conversation detail and abandonment reports](REP-006.md): Conversation reports can be filtered by disposition and missing classification.

### Used by

- **Configures** [Virtual Assistant task actions](ENG-016.md): Disposition definitions supply the classifications selected by task actions.
- **Configures** [Email event rules and actions](ENG-022.md): Disposition definitions supply the classifications available to email rules.
- **Configures** [AI conversation summaries](AI-009.md): The disposition catalogue defines the choices and limits used for AI recommendations.
- **Configures** [Email Autopilot for tickets](AI-012.md): The disposition catalogue defines which classifications Email Autopilot can apply.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Disposition definitions determine the classifications available on email tickets.
- **Configures** [Ticket sources and email event automation](CHN-032.md): Disposition definitions supply the choices available to the Set Disposition action.
- **Configures** [Telephone call recovery and wrap-up](RTC-015.md): Required dispositions can keep completion pending after the wrap-up timer expires.
- **Configures** [Team comparison reports](REP-005.md): Recorded dispositions supply conversation categories.
- **Configures** [Ticket reports](REP-011.md): Recorded dispositions supply ticket category reporting.
- **Configures** [Social messaging and SMS reports](REP-012.md): Disposition definitions determine the categories available for messaging disposition reports.
- **Enhances** [Stats Bar and My Stats](CON-024.md): My Stats can highlight missing dispositions and open work needing completion.
- **Enhances** [Conversation history and search](CHAT-024.md): Disposition filters include closed conversations missing classification.
- **Enhances** [Dynamics 365 conversation activities](CRM-017.md): An available conversation disposition is included in the activity.
- **Related** [Tags and conversation data](CHAT-031.md): Dispositions record formal outcomes alongside other conversation tags and fields.

## 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.