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Run outbound campaigns

An outbound campaign calls a list of contacts using one agent, one caller ID, and campaign-specific instructions.

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Create a campaign

  1. Open Campaigns and select Create campaign.
  2. Give the campaign a clear name.
  3. Select an agent.
  4. Choose the caller ID or use the eligible default number.
  5. Add contacts by uploading an Excel sheet or entering them manually.
  6. Write the campaign instructions.
  7. Configure advanced settings.
  8. Review and launch.

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Contact sheet

The critical columns are: You can add any other columns, such as amount_due, due_date, event_name, location, status, or account_reference. The additional values are provided to the agent as contact context. Keep phone numbers as text in Excel. Do not use formulas. If Excel displays a phone number in scientific notation, format the column as Text before saving.

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Campaign instructions

Explain this specific campaign in one or two clear paragraphs. Include:
  • The business, person, or organization the AI represents
  • The campaign goal
  • The key message or questions
  • Which uploaded columns to use
  • The outcome to capture
  • What to do if the person agrees, refuses, needs details, or requests a follow-up
Example:

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Advanced settings

Depending on the campaign, you can configure:
  • Batch size and concurrency
  • Maximum attempts
  • Retry delay for unanswered calls
  • Calling window start and end time
  • Maximum call duration
  • Scheduled calling using the call_at column
  • Follow-up behavior
  • Optional SMS after a call
Scheduled contacts are not called before their call_at time. Calls outside the configured calling window remain queued until the next permitted window.

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Campaign controls

From the campaign details page you can start a draft campaign, pause a running campaign, resume a paused campaign, or stop it. Contacts that are not yet called remain queued when a campaign is paused or stopped.

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Monitor progress

The campaign results table shows the contact, outcome, duration, context, attempts, and available actions. Open a row to review the transcript, recording, summary, and follow-up information. For API-based campaigns, see Outbound calls.