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Outbound campaigns automate high-volume calling for sales, reminders, surveys, and notifications. Each campaign connects your agent to a contact list, manages dialing schedules, and tracks outcomes.

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Key Features

Automated Dialing

Progressive dialing with configurable retry logic

Business Hours

Enforce calling windows and timezone scheduling

Smart AMD

Skip voicemails with text or ML detection

Contact Lifecycle

Automatic status tracking with retry management

Analytics & Reporting

Heat map, goals, and per-contact analysis

Export & History

Export contacts with metrics and track jobs

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Creating Your First Campaign

Create Campaign dialog showing Answering Machine Detection (AMD) dropdown with Text-based selected, Campaign Name field with description, Agent dropdown to select agent for campaign calls, Phone Number dropdown to select outbound phone number, Business Hours section showing 24/7 availability with Open status, Cancel and Create Campaign buttons
Create Campaign dialog showing Answering Machine Detection (AMD) dropdown with Text-based selected, Campaign Name field with description, Agent dropdown to select agent for campaign calls, Phone Number dropdown to select outbound phone number, Business Hours section showing 24/7 availability with Open status, Cancel and Create Campaign buttons
1

Navigate to Campaigns

Go to Campaigns and click Create Campaign (or Create First Campaign if this is your first one).
2

Configure required settings

Campaign Name: Descriptive name for internal use (e.g., “Q1 Sales Outreach”)Agent: Select which AI agent will handle the callsPhone Number: Choose a phone number for this campaign. Numbers already assigned to active or paused campaigns won’t appear in the list. If you haven’t set up a phone number yet, see Phone & SIP Deployment.Answering Machine Detection (AMD): Choose text-based (fast) or ML-based (accurate). Learn more about AMD.
3

Configure optional settings

Business Hours: Limit calling to a specific schedule (default is 24/7). You can create schedules in Settings → Business Hours. Learn more about Business Hours.Click Create Campaign to continue.
4

Configure campaign settings

After creation, go to the Settings tab:Basic Settings:
  • Campaign Name: Update the campaign name anytime
  • Phone Number: Cannot be changed after creation
  • Agent: Switch to a different agent if needed
Scheduling:
  • Start Date & Time: When to begin calling (leave blank to start immediately, allows dates up to 24 hours in past)
  • Call Interval: Wait time between calls - choose from: 5s, 10s, 20s, 30s, 1min, 2min, 5min, 10min, 20min, 30min
  • Ring Timeout: How long to let the phone ring - choose from: 10s, 15s, 20s, 25s, 30s, 45s, 60s
  • Business Hours: Update or change the schedule anytime (shows real-time open/closed status with visual indicator)
Detection:
  • AMD Mode: Switch between Text-based (fast) or ML-based (accurate) answering machine detection
Retry Logic:
  • Max Retry Attempts: How many times to retry (0-10, default: 2)
  • Retry Interval: Calendar time between retries (not business hours). Configure with unit selector (minutes, hours, or days)
  • Contact Completion Timeout: Maximum time for a contact to reach completed state after analysis. Configure with unit selector (minutes, hours, or days)
5

Add contacts

Go to the Contacts tab to manage your campaign contacts.The interface has two panels:
  • Left Panel: Available contacts from your contact list
  • Right Panel: Contacts added to this campaign
Adding contacts:
  • Click + Add next to individual contacts
  • Select multiple contacts and click Add Selected
  • Use Add All to add all filtered contacts (large batches run in background)
Use search and tag filters to narrow down contacts before adding.
6

Set goals and analyses

Goals Tab: Create campaign-level goals with two types:
  • Primary Goal (limit: 1): Main success criterion for the campaign
  • Secondary Goals (unlimited): Additional objectives to track
Goals evaluate each contact based on all their conversations. Results show as: Achieved, Partially Achieved, Not Achieved, or Unknown.Analyses Tab: Define custom analyses using question types:
  • Yes/No: Binary outcome questions
  • Open Text: Free-form analysis responses
  • Rating Scale: 1-5 rating (Low/Poor to High/Excellent)
Each analysis can be toggled active/inactive and runs per contact across all conversations.
7

Launch the campaign

Campaigns are created in Paused status by default. Set the status to Active to start dialing. Once active, the campaign begins at the configured start time. Monitor progress in the Dashboard and Reporting tabs.

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Campaign Management

Once created, your campaign has six main tabs:
Campaign overview in a 2x2 grid layout:Quick Stats (top-left):
  • Primary Goal Achievement Rate
  • Total Conversations
  • Average Call Duration
  • Human Answer Rate
Contact Status (top-right):
  • All 7 statuses with counts and percentages
  • Visual separation between active and final states
Goal Analysis (bottom-left):
  • Achieved (green) / Partially Achieved (yellow) / Not Achieved (red) / Unknown (gray)
  • Progress bars showing distribution
Answer Rate Heat Map (bottom-right):
  • Weekly 7-day x 24-hour grid
  • Color intensity shows answer rates (0-30%+)
  • Identify best calling hours and days
Per-contact detailed analytics table with advanced filtering:Table Columns: Contact name/tags, phone with flag, status badge, primary goal indicator, goal achievement ring, conversation count/duration, last called timestamp, actionsFilter Options:
  • Tags (multi-select, searchable)
  • Status (all 7 types)
  • Min/Max Retry Attempts
  • Primary Goal Status (achieved, partially achieved, not achieved, unknown)
  • Search by name/phone
Actions:
  • Bulk retry selected contacts
  • View detailed analytics per contact
  • Export with format selection (XLSX, CSV)
Two-panel interface for managing campaign contacts:Left Panel (Available Contacts):
  • Search and filter by tags
  • Add individual contacts or bulk add
  • “Add All Filtered” for large batches (runs in background)
Right Panel (Campaign Contacts):
  • Filter by tags and status
  • Remove only Pending contacts (others locked)
  • Bulk remove with confirmation
  • Click contact for quick analytics view
Create and manage campaign-level goals with two tabs:Primary Goal Tab:
  • Limit: 1 primary goal maximum
  • Archive/restore previous primary goals
Secondary Goals Tab:
  • Unlimited secondary goals
  • Archive/restore workflow
All goals evaluate contacts based on all their conversations (not per-conversation like agent goals). Results: Achieved, Partially Achieved, Not Achieved, Unknown.
Configure custom analyses with three question types:
  • Yes/No: Binary outcomes
  • Open Text: Free-form responses
  • Rating Scale: 1-5 ratings
Features:
  • Toggle analyses active/inactive without deleting
  • Archive/restore workflow
  • Each analysis runs per contact across all conversations
Adjust all campaign parameters organized in two columns:Left Column: Campaign name, phone number (locked), agent, start date/time, business hours (with real-time open/closed indicator)Right Column: Call interval (10 options), ring timeout (7 options), AMD mode, max retry attempts, completion timeout (with unit selector), retry interval (with unit selector)

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Contact Lifecycle

Contacts progress through these statuses, shown with colored badges and icons throughout the UI:

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Active States

Pending

Gray badge with clock iconContact is queued and waiting to be dialed

Dialing

Yellow badge with phone iconCall is currently in progress - dialing the contact

Called

Violet badgeCall has been made, awaiting next step

Retry

Blue badge with refresh iconNo meaningful conversation occurred, call scheduled for retry

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Final States

Completed

Green badge with check-circle iconContact successfully completed all campaign objectives

Failed

Red badge with X-circle iconCall permanently failed and won’t be retried

No Conversation

Gray badge with phone-X iconContact didn’t pick up or didn’t respond
The system manages status transitions automatically based on call outcomes. You can manually retry contacts from the Contacts or Reporting tabs. Only contacts in Pending status can be removed from the campaign.

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Managing Active Campaigns

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Changing Campaign Status

Navigate to Campaigns list and click the status badge to change:
  • Active: Campaign is actively dialing contacts
  • Paused: Stop dialing temporarily while preserving all progress
  • Completed: Mark campaign as finished
  • Cancelled: Cancel the campaign

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Adding Contacts Mid-Campaign

You can add more contacts to a running campaign:
  1. Go to Contacts tab
  2. Use the two-panel interface to add new contacts
  3. New contacts enter the queue automatically

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Updating Settings

Modify campaign settings at any time:
  • Update Business Hours to adjust calling windows
  • Change Retry Logic based on performance
  • Modify Call Interval or Ring Timeout
  • Changes apply immediately to queued calls

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Campaign Reporting

Answer Rate Heat Map

Weekly heat map showing answer rates by hour and day. After 50-100 calls, use this to identify the best calling times and optimize your business hours configuration.

Goal Performance

Track campaign goal achievement rates per contact. See which contacts completed objectives and analyze success patterns.

Contact Analytics

Per-contact metrics combining all conversations, status history, and analysis results for comprehensive insights.

Call Volume

Monitor call attempts, connection rates, and contact progression over time.

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Contact Exports

From the Contacts tab or Reporting tab, export contact data with flexible format options:Scope:
  • Export current selection: Selected contacts only
  • Export filtered contacts: All contacts matching active filters
  • Export entire campaign: Complete contact list with all metrics
Format Options:
  • XLSX (recommended): Excel format with full formatting support
  • CSV comma-separated: Standard CSV with comma delimiters
  • CSV semicolon-separated: European CSV format for regions using comma decimal separators
Exports include contact details, status, conversation data, goal results, and analysis outcomes.
Track all export jobs from the Contacts tab:
  • View in-progress exports with status updates and file format
  • Download completed files (format shown: .xlsx, .csv (,), or .csv (;))
  • Continue working while exports run in background
Large exports are processed in the background so you can keep managing your campaign. Each export shows its format icon (Excel or CSV) for quick identification.

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Inbound Call Integration

When contacts call back, the system automatically links the call to the campaign contact using a two-tier matching strategy:

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Matching Logic

Primary Match (DID-based):
  • Matches contact’s phone number (calling number) with campaign’s phone number (called number)
  • Works for active or paused campaigns
  • Most reliable method - doesn’t require agent match
Fallback Match (Agent-based):
  • Only activates if:
    • No DID match found, AND
    • Contact has a recent outbound call (within 30 days) from any campaign
  • Matches contact’s phone number with campaigns using the same agent
  • Uses most recently updated campaign contact

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Status Updates

When an inbound call is matched to a campaign contact in these statuses, it automatically updates to Called:
  • Retry → Called
  • Completed → Called
  • No Conversation → Called
This allows callbacks to reopen contact opportunities and continue the campaign workflow.

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Benefits

  • Automatic Linking: No manual intervention needed
  • Context Continuity: Agent has access to all previous campaign interactions
  • Status Updates: Contact lifecycle automatically adjusts for callbacks
  • Unified Reporting: All interactions (outbound + inbound) tracked together per contact

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Best Practices

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Start Small

Always start with a pilot batch of 10-20 contacts before scaling to thousands. This validates configuration and prevents large-scale mistakes.
Pilot workflow:
  1. Create a test list with friendly contacts (colleagues, test numbers)
  2. Launch the campaign and monitor in Conversations → Live monitor
  3. Review outcomes:
    • Answer rate
    • AMD accuracy
    • Goal achievement rate
    • Average call duration
  4. Adjust agent instructions, AMD settings, or business hours as needed
  5. Scale gradually: 50 → 200 → 1,000+ contacts

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Contact List Quality

Before uploading contacts:
  • Remove duplicate numbers
  • Validate phone number format (E.164: +1234567890)
  • Check against your internal Do Not Call list
  • Verify against national DNC registries if applicable

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Timezone Optimization

For contacts across multiple time zones:
  1. Create business hours in Settings → Business Hours with appropriate timezone
  2. Assign to campaign so calls happen during local business hours
  3. Use the answer rate heat map to find optimal calling windows per region

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Segmentation

Create separate campaigns for:
  • Different customer segments (trial vs. paid customers)
  • Different scripts or objectives
  • Different languages
  • A/B testing variations
This allows you to track performance and optimize each segment independently.

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Next Steps

Business Hours

Configure calling schedules and timezone handling

Production Best Practices

Optimize campaign performance and customer satisfaction

Analytics & Reporting

Deep-dive campaign analytics and conversion tracking