How to Use Call Dispositions to Trigger Automations in Your CRM How to Use Call Dispositions to Trigger Automations in Your CRM

How to Use Call Dispositions to Trigger Automations in Your CRM

Jason Miani Jason Miani

Kixie allows your reps to easily log call dispositions after they are finished with a call, and logs those dispositions in all CRMs as tasks or activities, so you can trigger automations (send a dynamic templated email, updating lead or deal status).

This means you and your team save valuable time and energy by avoiding manual tasks and standardizing processes by automation.

 

OVERVIEW

After each call, the log outcome window will appear in your Kixie PowerCall, allowing you to easily log a disposition.

Call dispositions logged via the Kixie PowerCall dialer will then log into your CRM (Pipedrive, HubSpot, Zoho, Salesforce are supported) as an activity (Pipedrive) or task (the other CRMs).

Below is an example of a disposition activity logging inside of Pipedrive:

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WHAT CAN I DO WITH THIS?

This allows you to use Kixie call dispositions as a tool to trigger automations and/or enhance the power of your contact filters to include/exclude contacts based on a disposition being logged!

  • Automation example
    • as soon as a "demo completed" disposition is logged to a contact, trigger an automation to send them a follow-up email with next steps, or update their deal stage.
  • Filtering example
    • add a condition to a filter to exclude contacts who have been dispositioned with a "do not call".

 Read on to see how call dispositions work with your CRM.

 

For HubSpot: Use "Call Type" to Trigger Workflow Automations

In short, it's not recommended to use the list of dispositions you'll find inside Kixie.com>manage->dispositions, which map to the HubSpot "call outcome" field (shown below), to trigger workflow automations.

Instead, it is recommended to use HubSpot's "call and meeting types" to trigger workflow automations instead, since they are customizable.

While it is technically possible to trigger workflow automations off of HubSpot "call outcomes", HubSpot only has 6 native call outcomes (below).

  1. No answer
  2. Busy
  3. Wrong number
  4. Left live message
  5. Left voicemail
  6. Connected

If you want a fully-customizable list of items to trigger workflow automations, then you would want to use HubSpot's "call and meeting type" field instead (below). Kixie will pull that list and present it to your reps after each call in the log outcome window.

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See here for a workflow automation example, where logging a Call Type of "Left Voicemail - Send Demo Email" will automatically send out a specific post-demo email.

See here for more on Kixie's HubSpot integration.

 

For Pipedrive

You can customize your team's disposition types inside the Kixie dashboard.

Then you would need to add the "disposition" activity type to Pipedrive, so that your dispositions will log as an activity type "disposition". See here for how to do that properly.

The subject line of the disposition activity will be "disposition: [dispositiontitle]", e.g. "disposition: Connected" if you selected "Connected" as the disposition, allowing you to tailor your automations/filter conditions to that specific disposition.

See here for an example of a disposition triggering a pre-templated Pipedrive email to be sent to the person's email address.

See here for an example of a disposition modifying a deal stage.

See here for more on Kixie's Pipedrive integration.

 

For Zoho

Dispositions will log as completed tasks in Zoho under closed activities.

The subject line of the disposition activity will be "Outgoing/Incoming call: [dispositiontitle]", e.g. "Outgoing call: Connected" if you selected "Connected" as the disposition, allowing you to tailor your workflows and filter conditions to that specific disposition.

See here for an example of a disposition triggering a change in Lead Status.

See here for an example of a disposition triggering a workflow that Sends an Email. 

See here for more on Kixie's Zoho integration.

 

Please email support@kixie.com if you would like some help understanding call dispositions and automations.