Outbound Campaigns¶

What it's for¶

Outbound Campaigns lets your voice agent call a list of contacts for you. You pick an agent and a caller ID, upload your contacts, and set when and how fast to call. The page also holds your Do Not Call (DNC) list, a queue of contacts still waiting to be called, and analytics for each campaign.

At the top of the page you'll see four totals: Total Campaigns, Active, Total Calls Made, and Avg Conversion.

Create a campaign¶

Click Outbound Campaigns in the sidebar.
Click Create Campaign.
Fill in the basics:
- Campaign Name (required).
- Description (optional).
- Voice Agent: the agent that makes the calls (required).
- From Number: the caller ID contacts will see (required).
Under Dialer Settings, choose a Dialer Mode:
- Sequential (1 at a time): one call at a time.
- Progressive (concurrent): several calls at once. Set Max Concurrent Calls (2 to 20).
Set Calls per Hour (1 to 300, default 30).
Under Retry & Voicemail, set Max Attempts (1 to 5; 1 means no retry). If you choose more than 1, set Retry Delay (min) (5 to 1440 minutes).
Choose what happens On Voicemail Detection: Hang up, Leave voicemail message, or Retry later. If you pick Leave voicemail message, type the Voicemail Message to play.
Optional: under Warm Transfer, enter a Handoff Phone Number. Hot leads can be transferred to this number mid-call.
Optional: under Frequency Caps, set Max Calls/Day per Contact and Max Calls/Week per Contact. Leave blank for no limit. Contacts over a cap are skipped.
Optional: under Scheduled Launch, set Auto-Launch At to start the campaign automatically. Leave it blank to start it yourself.
Optional: turn on Call Schedule to limit calling to set hours (see below).
Click Create Campaign.

New campaigns start as draft, or scheduled if you set an auto-launch time.

Set calling hours¶

Turn on the Call Schedule switch.
Pick a Timezone.
In Window 1, click the days you want (Mon to Sun) and set Start and End times. The default is Monday to Friday, 9:00 to 17:00.
Click + Add Time Window to add more windows, for example different hours on Saturday. Use the trash icon to remove a window.

Note

Calling rules differ by location. Confirm your calling-hour and consent obligations with your own legal counsel.

Import contacts¶

You can import contacts while a campaign is draft or paused.

Prepare a CSV file with a header row. Use a phone column (Phone or phone_number also work). You can add name and email columns.
On the campaign card, click the upload icon.
Choose your CSV file.
A message shows how many contacts were imported, skipped, and had errors.

Start, pause, and manage a campaign¶

Each campaign card shows its status, agent, progress bar, and Conversion, Failed, Pending, Throttle, and Voicemail settings. Use the icon buttons on the right:

Button	When it shows	What it does
Play (Start campaign)	Draft, paused, or scheduled	Starts calling.
Pause	Active	Pauses calling. Press Play to resume.
Bar chart (Analytics)	Always	Opens campaign analytics.
List (Queue)	Active or paused	Opens the call queue.
Copy (Clone)	Always	Makes a copy with the same settings.
Gear (Edit)	Not completed	Opens Edit Campaign. Click Save Changes when done.
Upload	Draft or paused	Imports contacts.
Trash	Draft or completed	Deletes the campaign after you confirm.

Manage the queue¶

On an active or paused campaign, click the Queue icon.
The page shows how many contacts are Pending, Retry, and Callback, with each contact's phone, attempts, and score.
To act on several contacts, tick their boxes. Choose Pause, Resume, or Remove from the Action... menu and click Apply.
To call someone back at a set time, click the calendar icon (Schedule callback). Pick Call Back At, add an optional Reason, and click Schedule Callback.
Click Back to Campaigns when done.

View campaign analytics¶

Click the Analytics icon on a campaign card. You'll see:

Success Rate, Conversion, Avg Duration, and Voicemail (with the share of calls that reached voicemail).
Charts for Call Volume Over Time, Sentiment Distribution, Contact Status Distribution, and Disposition Breakdown (for example interested, not interested, callback requested, wrong number).
Top Leads by Score. Click the person icon on a lead to see their contact details, campaign status, attempts, disposition, any error, and Call History with each call's summary, sentiment, and length.

Do Not Call list¶

Numbers on this list are skipped automatically when campaigns run. The list covers the whole workspace.

Open the DNC List tab.
To add one number, type it in Phone number, add an optional Reason, and click Add.
To add many, click Import CSV and choose a file with a phone or phone_number column.
To remove a number, click the trash icon on its row.