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.
Outbound campaigns are available on all plans, including Free.
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