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Dispositions and retry rules
Call outcomes, hotkeys, what each outcome does to the lead, and exactly when unanswered leads come back.
After every call the agent saves an outcome (also called a disposition). The outcome decides what happens to the lead next, what's written to the CRM, and how the call counts in coaching.
Default outcomes
| Key | Outcome | Hotkey | Counts as | What it does |
|---|---|---|---|---|
appointment | Appointment set | 1 | Reached — positive | Ends the lead; counts as an appointment |
interested | Interested — follow up | 2 | Reached — positive | Needs a callback time |
callback | Call back later | 3 | Reached — neutral | Needs a callback time |
not_interested | Not interested | 4 | Reached — negative | Ends the lead |
dnc | Do not call | 5 | Do not call | Ends the lead and adds all its numbers to the internal do-not-call list |
no_answer | No answer | 6 | Not reached | Retries after the no-answer gap |
voicemail_left | Left voicemail | 7 | Not reached | Retries the next day |
voicemail_no_msg | Voicemail — no message | 8 | Not reached | Retries after the no-answer gap |
busy | Busy | 9 | Not reached | Retries after 15 minutes |
wrong_number | Wrong number | 0 | Bad number | Marks that number bad |
not_in_service | Not in service | - | Bad number | Marks that number bad |
Managers and admins can rename outcomes, change retry times and set the CRM field each one updates in Settings → Call outcomes.
What happens to the lead
NitroDialer applies the first rule that matches:
- Do not call → the lead stops for good and its numbers go on the internal do-not-call list (kept 3 years and 14 days).
- Ends the lead (appointment, not interested) → the lead is done.
- Bad number → that number is marked bad and never dialed again. If the lead has another good number, it's tried about a minute later. If every number is bad, the lead is exhausted.
- Needs a callback → the lead becomes a callback for that time, assigned to the same agent. See Callbacks.
- Max attempts reached (6 by default) → the lead is exhausted.
- Otherwise the lead goes back in the queue after a gap:
- the outcome's own retry time, if it has one (Left voicemail: 1 day, Busy: 15 minutes), else
- the campaign's retry time for that kind of outcome (no answer: 2 hours, busy: 15 minutes, voicemail: 1 day), else
- the campaign's default gap (3 hours).
Separately, no lead is dialed more than 2 times in one day (per campaign, adjustable), and never outside legal calling hours.
Categories and coaching
Each outcome has a category. The category, not the name, drives the coaching numbers:
- Reached (positive, neutral, negative) and Do not call count as a person reached.
- Not reached and Bad number don't.
So adding a custom outcome like "Spoke to spouse" in the Reached — neutral category makes it count toward pickup rate automatically. See Coaching metrics.
CRM field updates
Each outcome can set one or more CRM fields — usually the lead status. NitroDialer fills in a recommended mapping when you connect your CRM, using that CRM's default picklist values. If your values differ, edit them; values must match the CRM's internal value exactly. Settings → Integrations → Reset to recommended restores the defaults.