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AI Call Dispositions

Accurately disposition AI Agent calls

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Overview

Your AI voice agent assigns one of two types of dispositions one of two types of dispositions to each call after the call has been completed. System Dispositions are evaluated first and will be assigned based on the presence of deterministic call features. AI Dispositions are evaluated only if no system rule applies.

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AI Agent Calls vs. SMS Tasks

AI Call tasks follow the disposition process described in this article. SMS tasks use a separate workflow—see the “Disposition Settings” section of the AI SMS Agent Settings article for details.

System Dispositions

System dispositions are evaluated before any AI Dispositions and cannot be changed in the disposition table. The list of existing AI System Dispositions is as follows:

  • AI Call Transferred
    Assigned when the call is transferred internally to another queue or externally to another phone number.
  • AI Callback Scheduled
    Assigned when the AI schedules a callback with the contact.
  • No Answer
    Assigned when the call endlessly rings or there is dead air (no transcript is produced).
  • Pre-Recorded Voicemail
    Assigned when a voicemail is dropped on an unanswered call.

Note: There are the additional System Dispositions if you are using Progressive Dial mode:

System DispositionDescription
No Answer - No voicemail boxThe call was determined as unanswered by the detection algorithm and there is a campaign voicemail message configured. The system can't leave this message because the contact has no voicemail box.
No Answer - Voicemail could not be droppedThe call was determined as unanswered by the detection algorithm and there is a campaign voicemail message configured. The system can't leave this message due to an error.
No Answer - Device is busyThe call could not connect because the contact's device is busy.
Call Failed - Invalid phone numberThe call failed because the contact's phone number is invalid.
Call Failed - Contact country not permittedThe call failed because your account is not configured to make calls to the contact's country. Reach out to your FDE to expand calling permissions to more countries, if needed
Call FailedThe call failed due to an unknown reason.
Contact is not subscribed to VoiceThe call could not be placed since the contact is not subscribed to Voice.
No conversation - Customer hung upThe call was determined as potentially answered by the detection algorithm but was hung up by the contact before it could be connected to an agent. This should be very rare with AI Agents.

AI Dispositions

When no system disposition applies, the agent follows these steps:

  1. Retrieve the full call transcript.
  2. Review each AI Disposition you have defined, including name, description, and a flag indicating whether a conversation happened.
  3. Ask the LLM to select the best match based on the transcript content.
  4. Write a concise rationale into the notes field explaining the choice. You can view these notes on the transcript detail page and in the call.completed event payload.

Enabling a Disposition for AI Usage

  1. Go to the Disposition Settings page.
  2. Toggle Enable Disposition for Regal AI agents to make a custom disposition eligible for selection by AI agents.
  3. [Optional]Adjust the Visibility setting to restrict which AI teams (e.g. Sales, Support) can see and use each disposition.

If no custom dispositions are enabled for an AI agent, the system will assign a generic AI Call Completed disposition by default.

Disposition Table vs Global Settings

The disposition table shows only your AI Dispositions. System Dispositions always run first and cannot be removed or overridden by those in the table.

Best Practices

  1. Ensure mutual exclusivity
    Define AI Dispositions so that each call scenario fits exactly one option. Clear, non-overlapping descriptions reduce ambiguity.
  2. Minimize the number of AI Dispositions
    A smaller set of well-defined options improves accuracy. The AI is more likely to select the correct outcome when it has fewer choices.

Updated 1 day ago