📋 Summary

This training video provides a detailed overview of how to customize PhoneBurner dispositions (call outcome buttons) and explains how these impact activity logging in Salesforce. These buttons are highly configurable and can trigger actions like:

• Logging call results to Salesforce (via subject line),

• Sending one-touch emails or SMS messages,

• Marking phone numbers or contacts as Do Not Call (DNC),

• And identifying connected calls for reporting.

Dispositions are grouped into two types:

• Dialing Set – Buttons used when the call was not answered (e.g., Voicemail, No Answer).

• Live Answer Set – Buttons used after speaking live (e.g., Set Appointment, Not Interested).

Each disposition can be customized with labels, linked communications, and behavioral settings that control how data is passed to Salesforce.

🏷️ Tags

PhoneBurner, Salesforce integration, call dispositions, CRM logging, outbound calling, live answer set, dialing set, call outcome, DNC, email automation, SMS follow-up, sales dialer, CRM workflows, Salesforce activity tracking

📝 Cleaned-Up Transcript

Hello there, and thank you for taking a moment to watch this video.

We’re continuing our Salesforce integration training for PhoneBurner®, and in this video, we’re covering a very important topic: customizing your call dispositions.

If you’ve seen a PhoneBurner demo, you know these buttons show up across the bottom of your screen during a dial session. These buttons are:

• Fully customizable,

• Can trigger CRM activity logging,

• And can also trigger emails, texts, and other actions.

How to Access and Configure Dispositions

1. Click your initials in the top-right of PhoneBurner.

2. Go to Dial Session Settings.

3. Select Dispositions in the left menu.

You’ll see two categories:

• Dialing Set – Used when calls aren’t answered (e.g., Voicemail, Busy, No Answer).

• Live Answer Set – Used after a live conversation (e.g., Appointment Set, Not Interested).

✅ You can create multiple disposition sets, which is useful if you want different sets for Leads vs. Contacts, or for different campaigns.

Button Customization Options

Let’s take a look at one—“English Standard VM”:

• Label – What appears on screen.

• Call Status – What gets posted to Salesforce in the call activity subject line (e.g., Call with PhoneBurner – Voicemail).

💡 Note: Most of the other settings inside the disposition editor are specific to PhoneBurner’s internal CRM, and won’t apply to Salesforce users.

Voicemail Settings

• Assign a specific pre-recorded voicemail,

• Choose a voicemail at the start of each session,

• Or mark as a Live Voicemail, meaning the rep will record the voicemail manually.

One-Touch Email (Optional)

You can assign an automated email to be sent when this disposition is clicked. Great for quick follow-ups.

• Create as many emails as you need.

• Assign specific emails to specific dispositions.

SMS Messaging (Premium Feature)

If approved, you can also:

• Trigger automated SMS messages from a purchased PhoneBurner number.

• Each disposition can have its own text message.

📌 Note: SMS requires premium status and compliance verification.

Do Not Call (DNC) Options

• Mark the phone number only as DNC.

• Or mark the entire contact as DNC (applies to all associated numbers).

📢 This action affects only PhoneBurner—no changes are made in Salesforce unless you build a custom flow there.

Connected Call Tracking

• Set whether a disposition counts as a Connected Call for reporting.

• Examples:

  • No Answer, Voicemail → Not Connected.

  • Appointment Set, Interested → Connected.

Customize this to ensure your PhoneBurner and Salesforce reports are aligned.

DO NOT Use: Webhook (Important!)

⚠️ Adding a webhook disables Salesforce call logging for that button.
Only use webhooks if you're routing call results outside of Salesforce.

---

Final Reminders

• You can create as many buttons as needed.

• Each disposition logs a call activity in Salesforce with the subject:
  Call with PhoneBurner – [Disposition Name]

• You can use this to trigger workflows or automation within Salesforce.

---

That’s a complete overview of how you can customize dispositions in your PhoneBurner account to optimize your Salesforce integration.

These settings ensure:

• Accurate CRM logging,

• Automation triggers,

• Efficient follow-ups,

• And compliant DNC handling.

Thanks again for watching, and as always—happy dialing!