Campaigns
Campaigns let your voice agents make outbound calls automatically — reaching a list of contacts without manual dialing. Upload your contacts, configure call settings, and let your agent handle the conversations.
Campaigns live both as a stand-alone tab in the sidebar and inside the CRM → Campaigns view. Either entry point opens the same screens; the CRM view also lets you build a contact list directly from your CRM contacts table instead of uploading a CSV.
Outbound campaigns are available on all plans, including Free, after a one-time compliance approval. Until your account is approved, the Campaigns screen shows a feature showcase with a support@hanc.ai CTA. Approval is usually same-business-day.
When to Use Campaigns
| Use Case | Example |
|---|---|
| Appointment reminders | Call patients the day before their appointment |
| Follow-ups | Reach out to leads who requested a callback |
| Surveys | Collect feedback from recent customers |
| Notifications | Inform clients about schedule changes or updates |
| Collections | Friendly payment reminders |
Creating a Campaign
Step 1: Basic Information
- Go to Campaigns in the sidebar
- Click "Create Campaign"
- Fill in the basic details:
| Field | Description |
|---|---|
| Campaign Name | A descriptive name (e.g., "March Appointment Reminders") |
| Agent | Which voice agent will make the calls |
| Phone Number | The phone number calls will come from |
Choose an agent with a prompt designed for outbound calls. The agent should introduce itself and explain why it's calling.
Step 2: Call Settings
Configure how and when calls are made:
| Setting | Description | Default |
|---|---|---|
| Concurrency | How many calls to make at the same time | 1 |
| Max Retries | How many times to retry if a contact doesn't answer | 0 |
| Retry Delay | How long to wait before retrying (in minutes) | — |
| Throttle Delay | Pause between starting new calls (in milliseconds) | — |
Time Window
Set when calls should be made. Calls will only go out during this window:
| Setting | Description |
|---|---|
| Start Hour | Earliest time to start calling (e.g., 9:00) |
| End Hour | Latest time to make calls (e.g., 18:00) |
| Timezone | Timezone for the time window |
| Weekdays | Which days of the week to call |
| Scheduled Start | Optionally schedule the campaign to start at a specific date and time |
Be mindful of local regulations regarding call times. Most regions prohibit automated calls outside of business hours.
Step 3: Add Contacts
Upload your contact list or add contacts manually.
CSV Upload
Upload a CSV file with your contacts. The file should include at minimum a phone number column.
| Column | Required | Description |
|---|---|---|
| phone_number | Yes | Contact's phone number (with country code) |
| contact_name | No | Contact's name for personalization |
| Custom fields | No | Any additional fields your agent needs (mapped to LLM variables) |
Manual Entry
Click "Add Contact" to add contacts one by one with phone number and name.
LLM Variables
If your agent prompt uses variables (e.g., {{customer_name}}, {{appointment_date}}), you can include these as columns in your CSV. The agent will have access to these values during the call.
Managing a Campaign
Campaign Statuses
| Status | Meaning |
|---|---|
| Draft | Campaign created but not started — you can still edit everything |
| Pending | Campaign is scheduled and waiting for the time window |
| In Progress | Calls are actively being made |
| Paused | Campaign temporarily stopped — can be resumed |
| Completed | All contacts have been called |
| Cancelled | Campaign was stopped permanently |
Campaign Actions
| Action | When Available | What It Does |
|---|---|---|
| Start | Draft | Begin making calls |
| Pause | In Progress | Temporarily stop all calls |
| Resume | Paused | Continue making calls |
| Cancel | Draft, Pending, In Progress, Paused | Stop the campaign permanently |
| Duplicate | Any status | Create a copy with the same settings and contacts |
Monitoring Progress
Campaign Overview
The campaign detail page shows real-time progress:
- Total contacts — How many contacts are in the campaign
- Completed — Successfully called contacts
- Pending — Contacts waiting to be called
- Failed — Contacts that couldn't be reached after all retries
Contact Statuses
Each contact in the campaign has a status:
| Status | Meaning |
|---|---|
| Pending | Waiting to be called |
| In Progress | Currently being called |
| Completed | Call was made successfully |
| Failed | All retry attempts exhausted |
| Skipped | Manually skipped by you |
Contact Actions
For individual contacts, you can:
- Retry — Try calling a failed contact again
- Skip — Skip a pending contact
- Remove — Remove a pending contact from the campaign
Call Logs
The Call Log tab in the campaign shows detailed information about each call, including duration, outcome, sentiment, and transcripts.
Campaign Tabs
| Tab | What It Shows |
|---|---|
| Overview | Campaign stats, progress bar, key metrics |
| Contacts | Full contact list with statuses and actions |
| Settings | Campaign configuration (editable when draft or paused) |
| Call Log | Detailed call history for this campaign |
Best Practices
Before Starting
- Test your agent first — Make a few test calls manually to ensure the agent handles the conversation well
- Start small — Run a campaign with 5-10 contacts first to validate the flow
- Set appropriate hours — Respect business hours and local regulations
Agent Prompt Tips
For outbound campaigns, your agent's prompt should:
- Clearly introduce who is calling and why
- Be concise — recipients of outbound calls expect shorter conversations
- Handle voicemail gracefully
- Have a clear call-to-action (book appointment, confirm information, etc.)
Contact List Quality
- Verify phone numbers include the country code
- Remove duplicates before uploading
- Include contact names for a more personal experience
Editing a Campaign
You can edit campaign settings when the campaign is in Draft or Paused status:
- Change call settings (concurrency, retries, time window)
- Add or remove contacts
- Update the agent or phone number
Once a campaign is Completed or Cancelled, it cannot be edited. Use Duplicate to create a new version.
Related
- Voice Agents — Configure agents for outbound calls
- Phone Numbers — Get a phone number for campaigns
- Analytics — Review campaign call metrics