Acting on AI Call Outcomes (Call Disposition)

Acting on AI Call Outcomes (Call Disposition)

When an AI voice call ends, wrrk fires workflow triggers carrying everything the agent learned — transcript, sentiment, intent, and any data the agent collected. A disposition workflow turns those into CRM updates, follow-ups, and callbacks automatically.

Available voice triggers

What the trigger data contains

In any step of the disposition workflow you can reference:

• {{call.status}}, {{call.duration}}, {{call.receiverNumber}}, {{call.customerName}}
• {{call.sentiment}} — positive / neutral / negative
• {{call.intentLabel}} — derived from your agent's evaluation criteria
• {{call.dataCollectionResults.<field>}} — fields your agent collected (see below)
• {{call.campaignId}} — set when the call came from a campaign

Configure your agent to collect disposition data

On your voice agent (Voice → Agents → your agent), add data collection fields so every call returns structured answers, for example:

• reached_intended_person — did the right person answer?
• interested — yes / no / maybe
• callback_time — when they asked to be called back
• do_not_call — they asked never to be contacted again

And evaluation criteria like interested, wrong_number, callback_requested — the first criterion that evaluates true becomes {{call.intentLabel}}.

Example disposition workflow

Trigger: Voice → Call Ended (add a condition on agentName or campaignId to scope it to your prospecting calls). Then branch:

1. Interested ({{call.dataCollectionResults.interested}} = yes)

→ Create CRM Contact → Create Task for sales follow-up → Send Email with your deck.

1. Callback requested

→ Schedule Callback action at {{call.dataCollectionResults.callback_time}}.

1. Wrong number ({{call.intentLabel}} = wrong_number)

→ Update CRM Contact: clear the phone field and tag phone-invalid so the next prospecting run skips it.

1. Do not call

→ Update CRM Contact: tag do-not-call. The calling action's suppression also skips recently-called numbers for 7 days by default — but a DNC tag is permanent and should gate any future campaign.

1. No answer / failed ({{call.status}} = failed)

→ Route the lead to an email sequence instead, or leave it for the campaign's automatic retry.

Failed calls and invalid numbers

When a campaign call fails because the number itself is invalid, the campaign contact's error starts with invalid_number:. These numbers are not retried (retrying a dead number wastes attempts and rate-limit budget). Busy lines and network failures are retried, up to the per-contact retry budget.

Campaign recap

Add a third workflow on Voice → Campaign Completed to email yourself a recap — total dialed, connected, failed — every time a prospecting campaign finishes.