Conversation Dispositions

Conversation Dispositions allow you to categorize and track the types and/or the outcomes of Conversations that you're having with customers.

To create and manage your team's Dispositions, select the Messaging Tools > Dispositions.

You can choose to create Dispositions for the team as a whole, or vary your Dispositions based on Department. Select the Manage button next to the team or Department for which you'd like to create Dispositions. 

 

Screenshot_2018-10-17_16.03.36.png

 

Select the New Disposition button to add your first Disposition.

 

Screenshot_2018-10-17_16.05.14.png

 

Enter the name of your Disposition, confirm who will have access to it, and click Create.

 

Screenshot_2018-10-17_16.06.06.png

 

Now, when you select Resolve on a Conversation, your team will automatically be prompted to select a Disposition from the list you've created.

Screenshot_2018-10-17_16.07.36.png

 

You'll also have the option to review the metrics for your Dispositions by selecting the Graph icon > Dispositions, where you can select a time frame and the Disposition you'd like to review. 

 

Screenshot_2018-10-17_16.10.01.png