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Every channel in Custral writes into the same Conversation model. The full data shape, threading rules, and lifecycle live in Data Structures → Conversations. That is the canonical reference. This page is the channel-side summary: when you reply to an email, send an SMS, take a voice call, or close a chat, you are reading and writing the same thread row that every other channel uses. Assignment, dispositions, outcomes, and reporting all derive from that single model.

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Dispositions & outcomes

A disposition is a named outcome you set on a conversation or call to record how it went: “Connected”, “Left voicemail”, “Wrong number”. It feeds reporting, and it’s the same list across every channel. Manage the list at Settings → Conversations → Dispositions. Each disposition has a Name, a Key, and a Color.
1

Add a disposition

Click Add Disposition and set its Name, Key, and Color.
2

Set it on a conversation

On a conversation, pick it from the Outcome field (with an optional reason); on a call, set it in the dialer’s outcome prompt when the call ends.

Conversation model

Fields, threading rules, and lifecycle diagram.

Inbox

The shared inbox surface that lists every Conversation.