This is the part of setup that quietly fails. Everything looks configured, reps dial happily, and a week later the client asks why nothing is moving in their pipeline.
Read this before you add a disposition. The link between a disposition and a pipeline stage is built once, when the company account is created. Adding a disposition afterwards does not create a link, no matter what you call it. The rep can pick it, the call saves, and the lead never moves.
This is a current product limitation, not a setup mistake you can fix by renaming things.
🧩 How the pieces actually connect#
Disposition
What the rep picks at the end of a call. "Not Interested", "App Set", "Call Back".
Pipeline stage
Where the lead sits in the sales process. "New Lead", "Contacted", "Appointment Set".
The link
A saved rule created at signup that ties one specific disposition to one specific stage. Not the name.
Because the starter dispositions and stages are created together with the same names, it looks as though names are what connect them. They are not. The names match by coincidence of setup, and renaming either one does not break anything.
✅ What this means in practice#
Renaming a disposition or a stage is safe
The link survives a rename. If a client wants "App Set" to read "Appointment Booked", change it. Leads keep moving exactly as before.
This is the opposite of what you might expect, and the opposite of what earlier versions of this guide said.
A disposition added after signup will not move leads
It will appear for reps, save correctly, and show in reports. It just will not move the lead to a stage, because no rule exists for it.
What to do: use it for reporting and move those leads by hand, or raise it with support so the mapping can be built for that client.
A stage added after signup has nothing pointing at it
Same reason. Existing rules point at the stages that already existed.
Deleting a disposition breaks its rule
The rule refers to a disposition that no longer exists, so nothing happens when its replacement is chosen. Prefer renaming over deleting.
🧪 How to check a client is actually wired up#
Do not trust the screen. Test it.
Pick a test contact
Any contact you can safely move. Note which stage it is in now.
Dial it and save a real disposition
Use one of the outcome dispositions, not Didn't Answer.
Open the pipeline and look for that contact
It should be in the matching stage within a few seconds.
If it did not move
The disposition has no rule behind it. That is the limitation above, not something you can fix by renaming. Raise it with support.
Do this once per client during onboarding, with one disposition. It takes two minutes and it is the only way to know the wiring is real.
✍️ Setting up dispositions#
Build the disposition list first. The pipeline is shaped to match it.
Use the client's own words
If they say "DQ" rather than "Not Qualified", call it DQ. Reps pick the right option faster when it sounds like how they talk. Renaming the starter dispositions is safe and is the recommended way to customise.
Keep the list short
Six to ten is healthy. A rep scanning twenty options mid-call picks whatever is nearest, and your reporting becomes fiction.
Set exactly one Didn't Answer disposition
One disposition is wired to the Didn't Answer button. Set it with the Didn't Answer action on the Dispositions screen — not the separate default option setting, which controls something else.
Keep one appointment outcome
"App Set", "Appointment Set", whatever they call it. This is the one that matters most for reporting.
Full screen reference: Dispositions.
🗂️ Setting up the pipeline#
Rename the starter stages to suit the client
Renaming is safe and keeps the links intact.
Put them in the order a lead actually travels
Left to right should read like the real sales process.
Confirm the Appointment Set stage
Every pipeline has one. Check it exists and sits where the client expects it.
Full screen reference: Pipelines.
"Didn't Answer" deliberately does not move a lead. Someone who did not pick up has not progressed, and moving them would make the pipeline meaningless. They stay where they are and remain in the calling rotation.
🩺 When leads are not moving#
It never worked for this client
Run the test above. If a starter disposition moves a lead and a newer one does not, you have hit the limitation — the newer one has no rule behind it.
It worked and then stopped
Check whether a disposition or stage was deleted and recreated. A recreated one is a new record with no rule attached, even with an identical name.
Some dispositions move leads and others do not
Expected if dispositions were added after signup. The originals work; the added ones do not.
The lead moved to a stage nobody expected
Check which pipeline it landed in. A client with several pipelines has rules pointing at one of them.