Custom Call Dispositions Feature Released

TL;DR

HighLevel has released custom call dispositions. Users can now define specific call results and automate subsequent actions. This is a standard update; no immediate action is required unless call outcome tracking is critical to your operations.

Who this affects

HighLevel has not confirmed who specifically is affected by this update. This feature is relevant for agency owners and SaaS entrepreneurs who manage client communications involving phone calls. If your workflow includes logging call outcomes or automating follow-up based on call results, this feature is for you. Users who do not make calls or log call results can safely ignore this.

What changed

HighLevel has introduced the ability to configure custom call dispositions. Users can now define their own call outcomes beyond the default options. These custom dispositions can be set up within the phone system settings. Call results can be recorded using either the desktop interface or the LeadConnector mobile application. A key enhancement is the ability to build workflows that trigger automated follow-up actions based on the specific call disposition chosen. HighLevel has not confirmed any limits, plan gating, or the rollout status for this feature.

Where to find it

This feature is located within the Phone System Settings. To access it, navigate to the settings section of your HighLevel account, then locate and click on 'Phone System Settings' to configure custom call dispositions.

How agencies will use this

Agencies can leverage custom call dispositions to streamline client communication workflows and improve lead management. For instance, an agency could set up specific call dispositions like "Left Voicemail - Hot Lead," "Spoke to Decision Maker - Booked Demo," or "No Answer - Follow Up Tomorrow." After a sales agent makes a call, they select the appropriate custom disposition from the desktop interface or the LeadConnector mobile app. This selection then triggers a workflow. The workflow for "Spoke to Decision Maker - Booked Demo" could automatically send a calendar invite, create a task for the account manager, and update the contact's status in the CRM. Conversely, the "No Answer - Follow Up Tomorrow" disposition could trigger a workflow that schedules an automated SMS reminder for the sales agent to call back the next day and moves the contact to a specific pipeline stage. This allows for precise automation based on the exact outcome of each call, ensuring leads are consistently managed without manual oversight.

Our take

This is a standard feature addition for HighLevel, focusing on workflow optimization for call management. It provides a practical improvement for agencies that rely on phone communication and structured follow-up processes. While not a groundbreaking update, the ability to automate actions based on specific call outcomes is a solid enhancement for operational efficiency. Consider implementing this if your agency's processes involve detailed call logging and subsequent automated actions.