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

Voice trigger data sits under trigger.call. In any step of the disposition workflow you can reference:

• {{trigger.call.status}}, {{trigger.call.duration}}, {{trigger.call.endedReason}}, {{trigger.call.direction}}
• {{trigger.call.customerName}}, {{trigger.call.receiverNumber}}, {{trigger.call.callerNumber}}, {{trigger.call.agentName}}
• {{trigger.call.sentiment}} — positive / neutral / negative ({{trigger.call.sentimentScore}} for the number)
• {{trigger.call.leadInterest}} — high / medium / low / none, from the AI call analysis
• {{trigger.call.intentLabel}} — the call's main intent from the AI call analysis (for example booked_demo, asked_pricing, not_interested)
• {{trigger.call.summary}} and {{trigger.call.transcript}}
• {{trigger.call.tool.*}} — the details the agent passed when a call event came from an agent tool (for example {{trigger.call.tool.scheduledAt}} on Meeting Scheduled From Call)

Trigger conditions (on the trigger itself) use the same field names without the prefix — for example a condition on agentName or leadInterest.

Example disposition workflow

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

1. Interested ({{trigger.call.leadInterest}} is high or medium)

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

1. Callback requested ({{trigger.call.intentLabel}} contains callback)

→ Schedule Callback, using {{trigger.call.summary}} as the note.

1. Not interested ({{trigger.call.leadInterest}} = none)

→ Update CRM Contact: tag not-interested so the next prospecting run skips it.

1. Do not call ({{trigger.call.intentLabel}} contains 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 ({{trigger.call.status}} = failed)

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

1. Reached voicemail ({{trigger.call.status}} = voicemail)

→ The agent hangs up without leaving a message. Send a follow-up email or WhatsApp, or add the contact to a later campaign. Voicemail calls are not retried automatically.

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 every time a prospecting campaign finishes. Campaign totals arrive under trigger.call.tool.campaign: {{trigger.call.tool.campaign.calledCount}} dialed, {{trigger.call.tool.campaign.connectedCount}} connected, {{trigger.call.tool.campaign.failedCount}} failed.