Dispositions

A disposition is the outcome an agent picks when a call ends. In the dialer it’s the Choose outcome picker that opens by itself at wrap-up, and the agent can’t press Confirm until they’ve picked one. This tab is where that list comes from.

It’s more than a label. Each outcome can apply one or more tags to the contact in GoHighLevel, write contact fields, and decide what happens to the lead next — so “Not interested” can stop the redialling and “Callback” can schedule one, without the agent doing anything else.

The list

Column	What it shows
Label	What the agent sees
GHL writeback	The contact tags it applies, and any contact fields it sets
Action	What happens to the lead, plus its detail — which list it moves to, or how long a callback waits
Conversion	A tick if this outcome counts as a conversion

The table is read-only. Add disposition and the pencil on a row both open the same dialog. Drag the grip at the start of a row to reorder the list; that order is also the order agents see in wrap-up.

Two outcomes are supplied and protected by the dialer:

• Do Not Call is available to agents and always performs the account-wide DNC action. You can rename it or change its tags and contact-field updates, but its action is fixed and it cannot be deleted.
• Agent error is marked Automatic and never appears in the agent’s picker. The server applies it when an agent cannot finish wrap-up because their dialer session disappeared — for example a lost connection, an accidental refresh/session takeover, or a forced logout. It always requeues the lead and never writes tags, fields or DND to GoHighLevel. It cannot be edited or deleted.

Adding or editing one

Field	What it does
Label	What the agent sees in the wrap-up picker. The only required field
Tags	Optional GHL contact tags applied on this outcome. Add as many as needed; leave it empty and no tag is written
Action	What happens to the lead after this outcome
Target list / Callback delay	Only appears for the action that needs it
Field updates	Optional. Contact fields set in GoHighLevel when an agent picks this outcome.
Counts as a conversion (vendor CPA)	Feeds the cost-per-acquisition figures on Logs → CPA

Field updates is a list of field-and-value pairs. Add field update adds a row; the picker offers your sub-account’s own custom fields first, then the standard ones, and each field can only be used once. If a field has set choices in GoHighLevel you pick the value from a list instead of typing it. If your custom fields can’t be read you’ll see a note saying so — the standard fields still work.

The actions

Action	What it does to the lead
Requeue (redial after cooldown)	Goes back in the queue, dialable again once the campaign’s redial cooldown has passed
Remove from list	Comes off that list and out of the queue. Other lists are untouched
Move to another list	Comes off this list and joins the one you pick
Add to DNC (+ GHL DND)	Suppressed account-wide: added to Do Not Call, removed from every list, dropped from every campaign queue, and marked Do Not Disturb on the GoHighLevel contact
Schedule callback	Comes back as a callback after the delay you set — e.g. ‘1 day’, ‘2 hours’, ‘30 minutes’

Every outcome counts as an attempt, so a lead that requeues into its Max attempts cap is finished with regardless.

Two ways an action quietly turns into a requeue

The dialog warns about the first, in the Action hint: on a list linked to a GoHighLevel smart list, the action is ignored — except Add to DNC — and the lead just recycles on the campaign’s redial cooldown, because the GoHighLevel filter decides who’s in that list.

The second isn’t on screen at all: if a Move to another list outcome points at a list that’s since been deleted, the move can’t happen and the lead is requeued instead. The row’s Action cell shows target list not found or no target list set — worth a glance after you delete a list.

Deleting

Delete permanently removes an ordinary outcome from every agent’s wrap-up picker and stops what it does on new calls — its tags, contact updates and follow-up. The confirmation requires typing the outcome’s label. Calls already wrapped up keep the visible outcome label, and anyone already put on Do Not Call stays there, but the deleted outcome disappears from the Logs → Calls disposition filter and cannot be restored. The protected Do Not Call and Agent error outcomes have no Delete control and cannot be removed indirectly either.

How they reach the agent

There’s no publish step and nothing to assign — every agent gets the whole list in the order shown here. Their dialer reads it when it loads, though, so an outcome you add, delete or reorder reaches an agent whose bar is already running the next time they reload the page, not mid-shift. (One exception: an agent whose list is empty gets a fresh read at every wrap-up, so a first outcome on a brand-new account does arrive on the next call.)

The protected Do Not Call row means the agent-facing list cannot be emptied completely.