> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Stages & Rules

> Define pipeline stages for conversations and rules that scope dispositions by type.

## Overview

Stages & Rules is where you shape how conversations move through your pipeline.
The **Stages** tab defines the ordered steps a conversation can sit in (New,
In Progress, Closed, and so on), and the **Disposition Rules** tab controls
which outcome labels (dispositions) are offered for each conversation type.

## How it works

A **stage** has a name, a key, a color, and an order, plus an optional
**conversation type** (Phone, Email, Text/SMS, Meeting, or Widget). Leaving the
type blank makes the stage apply to **all** types; setting one scopes it to
that type. Stages are listed by their order value, and new workspaces are
seeded with a default set (New, In Progress, Follow Up, Closed).

A **disposition** is an outcome label for a conversation, for example Won,
Lost, Left Voicemail, or Meeting Scheduled. They are managed elsewhere as a
shared list. A **disposition rule** assigns one of those dispositions to a
conversation type so that, when an agent wraps up that kind of conversation,
only the relevant dispositions are offered. A rule with no type set applies to
all types.

<Info>
  If no disposition rules exist for a conversation type, every disposition is offered. Rules narrow the list rather
  than enabling it.
</Info>

<Note>
  This screen defines stages and scopes which dispositions are offered per conversation type. It doesn't move or assign
  conversations on its own, use [workflows](/automation/workflows/overview) to automate those steps.
</Note>

## Using it

<Steps>
  <Step title="Open Stages & Rules">Go to **Stages & Rules** in conversation settings.</Step>

  <Step title="Add or edit a stage">
    On the **Stages** tab choose **Add Stage**, then set a name, key, optional conversation type, and color. Leave the
    type blank to apply it to every conversation type.
  </Step>

  <Step title="Scope dispositions with a rule">
    On the **Disposition Rules** tab choose **Add Rule**, pick a disposition, and optionally limit it to a conversation
    type.
  </Step>

  <Step title="Confirm">The new stage or rule appears in its table. Remove a stage or rule with the trash icon.</Step>
</Steps>

## Troubleshooting

| Symptom                                          | Likely cause                                  | What to check                                                                               |
| ------------------------------------------------ | --------------------------------------------- | ------------------------------------------------------------------------------------------- |
| A stage doesn't show for a conversation type     | Stage is scoped to a different type           | Edit the stage and set the type to **All types** (blank) or the right type                  |
| Stages appear in the wrong order                 | Order values overlap or aren't set            | Edit the stage's order so values increase across the pipeline                               |
| A disposition isn't offered on a conversation    | A rule scopes that type to other dispositions | Add a rule mapping the disposition to that conversation type, or remove the narrowing rules |
| "Failed to save stage"                           | Missing required field or duplicate key       | Ensure name and key are filled and the key is unique                                        |
| Disposition dropdown is empty when adding a rule | No dispositions defined yet                   | Create dispositions first, then assign them with a rule                                     |

<Note>
  When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server
  logs.
</Note>

## Related

<CardGroup cols={2}>
  <Card title="Conversations & Threading" href="/comms/conversations/overview" icon="messages">
    How email, SMS, voice, and chat share one thread model.
  </Card>
</CardGroup>


## Related topics

- [Settings](/start/settings/overview.md)
- [Conversations](/dev/webhooks/events/conversations.md)
- [Dialer](/comms/voice/dialer.md)
- [Hubs](/start/best/hubs.md)
- [Routing Rules](/comms/inbox/routing.md)