Campaigns

Outbound campaigns let you dial a list of contacts automatically and have one of your agents handle every call.

A campaign pairs an agent, a caller-ID (one of your phone numbers), and a list of contacts. The dialer works through the list at the pace you set, and the agent handles each call the same way it handles an inbound one — grounded in your business info, knowledge base, tools, and flow.

Before you start

You'll need two things already set up:

• An agent — the voice agent that handles each call. See Agents.
• A phone number — used as the caller-ID that the campaign dials from. Buy or connect one on the Phone numbers page.

Creating a campaign

Open Campaigns in the left nav and create a new campaign. A campaign is made of three parts:

1. Pick an agent. Choose the agent that will handle every call in the campaign.
2. Choose a caller-ID. Select one of your phone numbers. Calls will dial out from this number.
3. Add contacts. Add the people to call using either method below.

Adding contacts

You can build your contact list two ways:

• Upload a CSV — import a list of contacts from a file.
• Enter numbers manually — type in phone numbers directly.

Concurrency and pacing

Two settings control how fast the campaign runs:

• Concurrency — how many calls the dialer runs at the same time.
• Per-minute pacing — how many calls it starts each minute.

Scheduling vs. starting now

When your campaign is ready, you can either:

• Start now — the dialer begins working through the contact list immediately.
• Schedule for later — set the campaign to begin at a later time.

Start and Pause

You control a running campaign from the Campaigns list:

• Start kicks off (or resumes) dialing.
• Pause stops the dialer from placing new calls.

You can pause and restart a campaign as needed from the list view.

The per-contact status lifecycle

Each contact moves through a status as the dialer reaches them. A contact starts queued, moves to calling when the dialer places the call, and then to connected when the call is answered. From there it lands on a final status:

queued → calling → connected → completed / no_answer / busy / failed

• queued — waiting in line to be dialed.
• calling — the dialer is placing the call.
• connected — the call was answered and the agent is handling it.
• completed — the call finished.
• no_answer — nobody picked up.
• busy — the line was busy.
• failed — the call couldn't be completed.

Seeing the results

Every campaign has a Results view, reached from the Results button on the campaign. Results appear the moment a call ends, with per-lead call status and duration, a recording player, the full transcript, an editable disposition, and feedback notes — plus summary stats for the whole campaign. See Results for the full breakdown.

Next steps

• Agents — build the agent that handles your calls
• Phone numbers — buy or connect the number you dial from
• Results — review calls, recordings, transcripts, and dispositions