Campaigns

Campaigns call or text a list of contacts with one of your agents — the agent handles every conversation the same way it handles an inbound one, grounded in your business info, knowledge base, tools and flow.

A campaign pairs an agent, a number to call or text from, and a list of contacts. Calls go out at a steady pace, and each lead's outcome lands in Results.

Before you start

• A voice agent that makes outbound calls — chat agents can't dial, and agents set to inbound-only are left out. See Agents.
• A phone number — the number your contacts see. Buy or connect one on Phone numbers.
• For SMS in the US: a verified sender. An SMS campaign can't launch until it is — see A2P 10DLC & sender verification.

Creating a campaign

Open Campaigns and click New campaign, then choose Calling or SMS. The create page walks through numbered steps, with a Ready to launch? checklist beside them that ticks off as you go — the launch button stays disabled until every item is done.

1. Basics — a campaign name, the agent, and the number to call or text from.
2. Message (SMS only) — the text every contact receives. When they reply, your agent carries on the conversation by SMS; STOP and opt-outs are handled for you.
3. Contacts — see below.
4. When — start now or schedule a start time, and (calling only) how to retry unanswered numbers.

Adding contacts

Three ways, all feeding one list (duplicates are skipped):

• Upload a CSV with name,phone columns, up to 5 MB. Download template gives you a ready-made file.
• Paste a list — one number per line, or separated by commas or spaces.
• Add one — a name (optional) and a number.

Numbers need a country code. If your list is in local format, pick a Country for numbers without a + code and it's added for you — a UK list of 07… numbers becomes +447…. Numbers that already start with + are used as they are, so one list can mix countries. The contact preview shows every number exactly as it will be dialed, and flags any that still have no country code — those are skipped rather than failing silently.

SMS length

The Message step counts how many texts each contact will receive, the way carriers bill them. A plain message holds 160 characters per text (153 each once it's split). A message with emoji or non-Latin letters — Urdu, Arabic and so on — holds 70 (67 when split), so the same length can cost two or three times as many texts.

Retrying unanswered calls

For calling campaigns, Attempts per contact (up to 5) and Minutes between tries call no-answer and busy numbers again after the delay, up to the limit.

Pacing

A new campaign dials up to 5 calls at once and starts up to 30 calls a minute. SMS campaigns are paced more slowly so carriers don't filter them. Calls keep going whether or not the dashboard is open — a scheduler works through the queue every minute.

The Campaigns list

The list has Calling and SMS tabs, with totals at the top: campaigns, how many are running, contacts, and how many failed or went undelivered. Each campaign shows:

• a status — draft, scheduled (with its start time), running, paused or finished;
• a progress bar — reached in green, failed in amber, and the rest still to go;
• Start, Pause or Resume, plus Messages (SMS) and Results.

Expand a campaign to see every contact and where it is right now.

The per-contact status lifecycle

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

• queued — waiting to be dialed.
• calling — the call is being placed.
• connected — answered; the agent is on the call.
• completed — the call finished.
• no answer / busy — nobody picked up, or the line was busy (retried if you set retries).
• failed — the call couldn't be placed.

Next steps

• Results — recordings, transcripts and outcomes for every lead
• How cold calling works — every step of a call, end to end
• Cold SMS & inbox — read and answer every SMS thread