Dispositions are the AI's on/off switch
Setting a lead cold makes the AI stop texting them. Setting them interested, callback, re-engage or sent-info wakes it back up. Most people learn this by accident — it's the most consequential control in the CRM.
Who this is for
Every producer. Admins should cover this in onboarding rather than letting people find it.
What actually happens
The disposition on a lead does far more than label them. Marking someone cold puts their AI conversation dormant — daily texting stops. Marking them interested, callback, re-engage or sent-info brings a dormant conversation back to life and the AI starts texting again.
It also gates whether the lead appears in your dialer queue, and it drives the pipeline stage.
Why this catches people out
Because it looks like a status field. Someone tidies up their list, marks a batch of quiet leads cold, and unintentionally switches off every AI conversation with them. Nothing warns you, because from the system's point of view you did exactly what you asked for.
The reverse also surprises people: reopening a lead by setting them back to interested restarts the texting, which is usually what you want but occasionally isn't — for instance if you've just spoken to them and agreed to leave it a month.
One product at a time
A lead's disposition tracks the product they're currently being worked on. Leads are pitched one product at a time — a second only follows a pivot or a post-close cross-sell — so there's one live disposition per person, not one per product.
How to check it worked
- Change a test lead to cold and confirm their AI conversation stops. Change it back to interested and confirm it resumes.
Common mistakes
- Bulk-marking quiet leads cold as housekeeping, and silently ending dozens of live AI conversations.
- Leaving a lead undispositioned after a call — they sit in limbo, and the next day's queue is worse for it.
- Assuming the disposition is just reporting. It's a control.
Related
Where this lives in the app
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