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In this guide, you’ll learn to:
  • Create an outbound campaign with an agent and phone number
  • Add contacts and choose calling windows
  • Set up goals and insights to track outcomes
  • Launch the campaign and know where to monitor it
Outbound campaigns automate high-volume calling for sales, reminders, surveys, and notifications. Each campaign connects your agent to a contact list, calling window, and outcome tracking.

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Use Campaign Launch When You Need To

  • call a list of contacts at scale
  • run a repeatable outbound program instead of manual one-off calls
  • track answer rates, retries, and outcomes across many contacts
  • control when calls happen and which number is used
Campaigns are usually owned by sales, operations, success, or marketing teams that care about both execution and measurable results.
For detailed campaign management and analytics after launch, see the Campaign Management guide.

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Key Features

Automated Dialing

Dials contacts progressively with configurable retry logic

Schedules

Enforce calling windows and timezone scheduling

Smart AMD

Skip voicemails with text or Answering Machine Detection using machine learning detection

Contact Lifecycle

Moves contacts through dialing, retry, and completion states automatically

Outcome Tracking

Configure campaign goals and analyses before launch

Management Handoff

Use Campaign Management after launch for dashboards, contacts, exports, and tuning

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Creating Your First Campaign

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 Numbers.
3

Configure optional settings

Business Hours: Limit calling to a specific schedule (default is 24/7). For schedule setup and timezone behavior, see Schedules.Click Create Campaign to continue.
4

Configure campaign settings

After creation, go to the Settings tab to fine-tune:Scheduling:
  • Start Date & Time: When to begin calling
  • Call Interval: Wait time between calls
  • Max Concurrent Calls: Maximum simultaneous outbound calls for this campaign
  • Ring Timeout: Expert-mode setting for how long to let the phone ring
  • Business Hours: Schedule that controls when calls are allowed
  • Local legal compliance window: Keeps the campaign inside recipient-region calling windows when enabled
For schedule creation, timezone behavior, and local calling windows, see Schedules.Retry Logic:
  • Max Retry Attempts: How many times to retry (0-10, default: 2)
  • Retry Interval: Calendar time between retries. Configure with unit selector (minutes, hours, or days)
  • Contact Completion Timeout: Expert-mode setting. After a call completes, the platform waits this long before running analysis — giving the contact a window to call back or be called again before the outcome is finalized. Configure with unit selector (minutes, hours, or days).
Answering Machine Detection (AMD):For full settings documentation, see Campaign Management.
5

Add contacts

Go to the Contacts tab to manage your campaign contacts.Click Add Contacts and choose one of the tabs:
  • Add from Existing: Search and filter contacts already in your account
  • Import CSV: Upload a new contact list for the campaign
Adding contacts:
  • Select individual rows and click Add Selected
  • Use Add All Filtered to add the current filtered result set
  • Use search and tag filters to narrow down contacts before adding
Large batches run in the background.
6

Configure analytics

Open the Analytics tab to define the primary goal, any secondary goals, and the analysis questions you need after each call.Keep the launch configuration focused on what you need to measure from day one. For detailed goal and analysis management after launch, see Campaign Management.
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.Use Campaign Management after launch to monitor the Dashboard, Contacts, Settings, and Analytics tabs.

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After Launch

Once a campaign is active, the contact lifecycle, dashboard metrics, exports, and per-contact actions are handled in Campaign Management.
NeedUse
See whether calls are runningCampaign Dashboard
Review individual contact stateCampaign Contacts
Tune retry, phone numbers, or timingCampaign Settings
Review goals and analysesCampaign Analytics

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Answering Machine Detection

AMD prevents your agent from leaving voicemails or talking to answering machines:
ModeSpeedAccuracyBest For
Text-basedFastGoodHigh-volume campaigns where speed matters
ML-basedSlowerHigherCampaigns where accuracy is critical

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Inbound Call Integration

When contacts call back, the system automatically links the call to the campaign contact using two matching methods: Primary Match (phone number matching):
  • Matches contact’s phone number (calling number) with campaign’s phone number (called number)
  • Works for active or paused campaigns
Fallback Match (Agent-based):
  • Activates if no Direct Inward Dialing (DID) match found and contact has a recent outbound call (within 30 days)
  • Matches contact’s phone number with campaigns using the same agent
Status Updates: When an inbound call is matched, contacts in Retry, Completed, or No Conversation status automatically move to Called, allowing callbacks to reopen contact opportunities.

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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 the campaign Dashboard and Conversations list
  3. Review outcomes:
    • Answer rate
    • AMD accuracy
    • Goal achievement rate
    • Average call duration
  4. Adjust your agent prompt, AMD settings, or schedules 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 (international format with country code, e.g., +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, assign a schedule that matches the recipient region, then review the campaign Dashboard and Analytics tabs after your pilot batch. If your view includes a heatmap, use it to refine the best calling windows per region. For schedule setup, see Schedules.

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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
Track performance and optimize each segment independently.

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Next Steps

Campaign Management

Manage campaign settings, contacts, and analytics

Schedules

Configure calling schedules and timezone handling

Production Checklist

Optimize campaign performance and customer satisfaction

Outbound Compliance

Review consent, calling-window, and compliance responsibilities

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Common Questions

Start with a pilot batch of 20-30 contacts to establish baseline answer rates and validate your agent’s outbound greeting. Scale up after reviewing the first results.
itellicoAI matches inbound callbacks to the campaign contact by phone number. If matched, the contact’s status updates automatically. If the agent is assigned to the phone number, it handles the call like a normal inbound conversation.
A phone number can only be assigned to one active or paused campaign at a time. Use multiple numbers with rotation if you need to run parallel campaigns.