Tradesly · Guide
Wrapping up: dispositions, notes and follow-ups
Close the call so tomorrow's work doesn't slip.
A good call can still be lost if the next action stays in someone's head. Before you leave the ticket, label the call, add the context another teammate needs, and confirm who owns any follow-up.
1 Every call gets an outcome
Each call has a disposition: a short label for how that call ended, such as booked, not interested, or follow up. Choose it from Set disposition on the individual call. Use the label that describes the result you can confirm, not the result you hope will happen next.
2 Notes hold what a label can't
A disposition says what happened; a note records the useful context. Include the customer's request, any promise your team made, and the owner and date of the next action. Avoid copying sensitive information that does not belong in the ticket.
Use Add note to this call when the note applies to one call. Use Add note under CSR Notes when the note should be easy to find at the ticket level.
3 The call and the ticket are labeled separately
The call header and ticket header show different information:
- Set disposition appears on an individual call in Conversation. This is the control you use.
- Outcome appears in the ticket header. It is read-only, so do not look there for an edit button.
When a ticket contains several calls, label the one you just handled. Review the whole conversation before deciding whether a separate ticket-level note is needed.
4 The steps
Find the call you handled.
Open the ticket and locate the call in Conversation.
Set the call's result.
Choose Set disposition on that call, then select the label that matches the confirmed result.
Add the useful context.
Choose Add note to this call for call-specific context, or Add note under CSR Notes for a ticket-level note.
Check the ticket header.
Review the read-only Outcome, but make edits on the individual call instead.
Find the next work.
Return to Office and use the Status filter to find the calls your team needs to review or follow up.
5 Where the ten seconds pays off
Use a consistent disposition vocabulary across the team so filters remain useful. Before acting on AI Insights, compare it with the transcript, notes, and the label set by the person who handled the call. If the next step has an owner or deadline, write both in the note rather than expecting the disposition to carry that detail.