Overview
Email Templates combines the selected client's Inbox replies, call follow-up email copy that the After Conversation Agent starts from, and campaign copy. Self-serve workspaces have no dialer, so they see only Inbox templates and By campaign. Custom dispositions can combine status, campaign move, reporting, Slack, follow-up email, and domain-blacklist actions. SDR roles can review saved copy but cannot change it. A custom disposition can expose its latest matching call outcome as an employee-only read-only tab on Follow-ups. The option is off by default and creates no callback or dialing task. Clients with template-editing permission can edit the subject and body of existing disposition templates, then choose Save templates. Recipients, attachments, Slack, custom outcomes, and reporting settings remain under authorized internal control.
How to use this page
Select the client and tab
Choose the client, then open Inbox templates, Disposition email templates, or By campaign. Self-serve workspaces see only Inbox templates and By campaign, because the plan has no dialer. Read-only roles see saved content without create, edit, test, attachment, custom-disposition, or save controls. Clients with template-editing permission receive copy-only editing for existing disposition emails. Configuration steps below apply to authorized internal editors.
Choose which call results are shown
For internal employees, open Settings > Phone > Dispositions to find Shown in dial sessions. ST managers, ST directors, SDR managers, Admins and Executives can change the selected client’s visibility switches. Each change saves immediately and applies across campaigns when the dialer is opened or refreshed. Custom dispositions remain shared with Email Templates and require Save disposition settings. Client copy-only editing does not include these controls.
Configure a disposition template
Open Disposition email templates and expand a built-in or custom row. Configure the subject, formatted body, merge fields and Extra Cc (optional). Extra Cc is available for all standard disposition emails and meeting confirmations. For a custom disposition, it appears when subject or body content exists. Enter valid addresses separated by commas. Review attachments and Slack settings where available, then select Save disposition settings.
Add a custom disposition
Select Add custom disposition, enter the dropdown label, and choose any combination of contact status, target campaign, call and connection reporting, Follow-ups reporting, domain blacklist, Slack notification, and follow-up email. The row badges summarize the enabled contact actions.
Add the contact domain to the blacklist
Turn on Add domain to blacklist for the custom disposition. After Save disposition settings, a future call saved with that disposition extracts the selected contact's email domain and adds it to this client's domain blacklist. The action is off by default and does not rewrite existing contacts or call history.
Understand client and campaign scope
A client-level custom disposition applies across the client's campaigns unless a campaign has Override client disposition templates enabled. A campaign override replaces the client-level disposition behavior for that campaign, including whether the domain-blacklist action is on.
Review before saving
Use Preview draft to review representative merge values. Confirm Extra Cc addresses, attachments, Slack header, status and campaign actions, and the domain-blacklist choice. Then select Save disposition settings.
Review campaign copy
Open By campaign to see active campaigns by default. Include paused and completed campaigns expands the list. Each campaign shows its assigned SDR, or No SDR. Open campaign, sequence, and step rows to inspect subjects, body previews, variants, A/B winner markers, and paused state. In a self-serve workspace, the SDR chip and Post-Call sequence are hidden, the sequence is called Email sequence, and the email type uses the campaign editor's names: Write templates, Personalize templates or Write with AI.
Add a read-only Follow-ups report
Inside a custom disposition, turn on Show as a Follow-Ups reporting tab, then choose Save disposition settings. Authorized employee views receive a tab named for the disposition. It shows a contact only while that outcome remains the contact's latest completed call. The report never creates a callback, Calendar entry, Pending action, or dialing task. Existing custom dispositions stay off until this option is selected.
Update disposition copy as a client
If your client type permits template editing, open Disposition email templates, expand an existing row with Edit, and change the subject or formatted body. Use Preview draft to check the wording, then Save templates. This preserves recipients, attachments, Slack notifications, custom actions, and template structure.
Use scoped team-lead template controls when enabled
On the enabled task-workflow client, authorized team leads can manage non-meeting disposition copy, labels and attachments across the supported standard non-meeting disposition emails. Meeting and existing custom template copy can be edited without changing routing or actions. Custom disposition creation, notification settings and meeting routing are outside this access. BDRs retain read-only materials. Save the changes through the existing template controls.
Read how call follow-up copy is used
Under Disposition email templates, open the Call follow-up email copy section. This is approved copy the After Conversation Agent starts from when it decides to email a prospect after a call, and each enabled template shows an After Conversation Agent copy badge. The Dialer no longer sends these emails, and saving settings sends nothing.
Choose a sender for an inbox-template test
For authorized editors, open Inbox templates and select Test beside a saved template. Choose Send from and enter Send to recipients. Send test sends a real email; choosing a sender alone does not. Focus the dropdown and press Up or Down to open it. If a search field appears, type to narrow the choices, then press Up or Down to enter the options. Use Up/Down to move, Home/End to jump to the first/last option, and Enter or Space to choose. Escape closes the menu without changing the value and returns focus to its button. Tab closes it and moves on. Reopening clears the search.
What the buttons do
- Inbox templates / Disposition email templates / By campaign
- Switches between reusable inbox replies, dialer disposition rules, and saved campaign copy. Self-serve workspaces show only Inbox templates and By campaign.
- Add custom disposition
- Creates a client-specific call outcome with optional status, campaign move, domain blacklist, reporting, Slack, and email actions.
- Add domain to blacklist
- Adds the selected contact's email domain to this client's domain blacklist when a future call is saved with the custom disposition.
- Create Slack notification
- Posts the selected outcome to the configured client Slack channel when enabled.
- Preview draft
- Renders a local email preview without sending or saving.
- Save disposition settings
- Saves the selected client's disposition emails and custom outcomes.
- Extra Cc (optional)
- Adds validated comma-separated recipients to standard and custom disposition emails and meeting confirmations. Saved recipients are copied when an SDR sends the template from Email caller on an inbound call; the After Conversation Agent does not add them. Meeting hand-offs keep separate removable Cc rules.
- Include paused and completed campaigns
- Expands the By campaign review list beyond active campaigns.
- Show as a Follow-Ups reporting tab
- Adds an employee-only read-only Follow-ups tab for contacts whose latest completed call still has this custom outcome. Off by default.
- Save templates
- For clients with template-editing permission, saves subject and body changes to existing disposition templates while preserving operational settings.
- Shown in dial sessions
- Located in Settings > Phone > Dispositions for internal employees. Authorized internal managers save client-wide visibility immediately.