Enable Auto Disposition Recommendation and AI Disposition Notes in AI Assist

ai assist can help your agents finish wrap up faster by automatically recommending a disposition and writing the disposition note for them at the end of every voice call this guide shows you exactly how to turn it on for any ai assistant you have already created, what it looks like for your agents, and the few conditions you need to be aware of who this is for this guide is for anyone who manages ai assistants on exotel — typically an admin or supervisor — and wants to enable ai assisted wrap up for their contact center agents what the feature does once you enable it, at the end of every voice call ai assist will recommend a primary disposition (and a sub disposition , if one is configured) from your existing disposition taxonomy generate a structured disposition note from the call transcript, covering the customer's issue, the resolution, and any next steps both the recommendation and the note appear inside the ai assist panel in the agent desktop the agent can accept them as is, change the disposition, or (if you allow it) edit the note before submitting wrap up agents always stay in control — ai assist never blocks them from disposing a call supported platforms this feature is available on exotel contact centre (ameyo) 6x legs (6x leg based ecc deployments) exotel contact centre (ameyo) 6 0 it is not available on exotel contact centre (ameyo) 4x or any earlier ecc version exolite non exotel contact centre (ameyo) contact centers chat, email, whatsapp, or any other digital channel — the feature works on voice calls only if your ai assistant is attached to an unsupported platform or channel, you will not see the disposition configuration options described below before you begin make sure the following are in place without these, the feature will either not show up in configuration or will silently not produce suggestions you are on exotel contact centre (ameyo) 6x legs or exotel contact centre (ameyo) 6 0 ai assist is enabled for your account and you already have (or are creating) an ai assistant your disposition taxonomy (primary dispositions, and sub dispositions if you use them) is already configured in exotel contact centre (ameyo) for the campaign the agents are working on ai assist can only recommend dispositions that already exist in your taxonomy — it will never invent new ones agents are using the ai assist panel inside the exotel contact centre (ameyo) agent desktop (embedded via the omni sdk in exotel contact centre (ameyo) 6 0, or in the 6x legs agent toolbar) your ai assistant is attached to the relevant voice flow so that calls actually stream to it note on live transcript you do not need live transcript to be on if live transcript is turned off, the live transcription simply isn't displayed to the agent in the ai assist panel, but the ai will still receive the audio, generate a transcript in the background, and produce the disposition recommendation and note at the end of the call how to enable the feature on an ai assistant disposition configuration is done while creating or editing an ai assistant — it lives inside the assistant itself, not in a separate admin area step 1 — open your ai assistant log in to exotel and go to ai assist → assistants either click create new assistant to create one from scratch, or open an existing assistant and click edit step 2 — go to the disposition section inside the assistant creation / edit screen, scroll to the disposition section this section is visible only when the assistant is configured for a supported platform (exotel contact centre (ameyo) 6x legs or 6 0) and voice channel step 3 — turn on the toggles you want you will see the following settings enable disposition recommendation — when on, the ai will auto suggest a primary disposition (and sub disposition if your taxonomy has one) at the end of every call enable disposition notes generation — when on, the ai will generate a structured wrap up note from the call transcript and pre fill it in the notes field allow agent to edit ai notes — on by default if you turn this off, the ai generated note will be shown as read only and the agent will not be able to modify it before submitting you can turn these on independently common setups both on — fully assisted wrap up (most common) recommendation on, notes off — ai picks the disposition, agent writes notes manually recommendation off, notes on — ai writes notes, agent picks the disposition manually step 4 — save and publish the assistant save the assistant changes take effect for the next call that runs through this assistant — there is nothing additional to deploy step 5 — do a test call place a test voice call on a campaign that uses this assistant, let the agent end the call normally, and confirm on the wrap up screen that the disposition is pre selected and the notes field is pre filled how it appears in the agent desktop how agents access it agents do not need to do anything special to access the feature it is part of the ai assist panel that is already embedded in their exotel contact centre (ameyo) agent desktop during a live call the panel shows the usual ai assist tabs (live transcript, suggestions, etc ) the disposition recommendation and notes only appear in the disposition tab once the call has ended what the agent sees at wrap up as soon as the call ends and the interaction enters the wrap up state the primary disposition field gets auto populated with the ai recommended value if your taxonomy has sub dispositions, the sub disposition is auto populated too the notes field is pre filled with a structured ai note covering issue, resolution, and next steps the ai generated content is visually marked so the agent knows it came from ai the agent can then accept everything and click submit change the primary or sub disposition before submitting (ai suggestions are never locked) edit the note, if "allow agent to edit ai notes" is on submission rules are unchanged disposition remains mandatory, notes remain optional (unless your campaign already enforces notes) important when the ai actually runs this is the single most important thing to understand about the feature, and the most common source of confusion ai assist generates the disposition recommendation and note only after the call has ended because of this, if an agent tries to dispose the call while it is still going on — for example, by clicking the dispose button while the call is still connected, on platforms where that is allowed — the ai will not have any suggestion ready to show the wrap up will proceed as a normal manual wrap up in that case the rule to share with agents end the call first, then dispose if they end the call normally (hangup), the recommendation and note will be waiting for them on the wrap up screen good to know latency the ai has a hard timeout of 3 seconds for generation if it times out or errors out, wrap up continues normally with empty fields and a non blocking message — agents are never blocked from submitting short or silent calls generation is still attempted on very short calls, but results may be empty if there isn't enough transcript to work with transferred / multi agent calls the ai uses the final consolidated transcript of the interaction, so the last agent gets the full picture closed set classification the ai is restricted to recommending dispositions that exist in your exotel contact centre (ameyo) taxonomy if it cannot confidently match any, no recommendation is shown and the agent fills it in manually live transcript toggle is independent turning live transcript off only hides the live typing transcript in the ui during the call it does not disable disposition recommendation or note generation scope these settings are per ai assistant if you have multiple assistants for different campaigns, configure each one separately troubleshooting i don't see the disposition section inside the assistant the assistant is not on exotel contact centre (ameyo) 6x legs or 6 0, or it is not a voice assistant suggestion doesn't appear when the agent clicks dispose check whether the agent is clicking dispose before the call has actually ended the ai only runs after the call ends — see the "when the ai actually runs" section above no recommendation on some calls the ai will return no recommendation if it could not confidently match any disposition in your taxonomy, or if the transcript was unusable this is expected — the agent dispositions manually in that case notes are read only "allow agent to edit ai notes" is off turn it on in the assistant if you want agents to be able to edit feature is on but nothing shows up verify the assistant is actually attached to the voice flow the calls are running through, that the campaign has a disposition taxonomy configured in exotel contact centre (ameyo), and that the call is a supported voice call on exotel contact centre (ameyo) 6x legs or 6 0