Overview
Campaigns let you manage large-scale outbound calling with a full-featured dialer engine. Instead of simple “add numbers and call” lists, campaigns provide:- Prospect list management — Upload CSV files, deduplicate, set priorities, and track per-prospect status
- Timezone-aware scheduling — Dial windows that respect each prospect’s local time
- DNC compliance — Do-not-call lists enforced before every call
- Intelligent dialing controls — Call ratios, damping, max concurrent calls, and retry limits
- Disposition workflows — Categorize call outcomes, schedule callbacks, flag DNC removals
- Automated reporting — Scheduled campaign reports delivered to your inbox
Creating a Campaign
Create Campaign
Go to Campaigns → Create New. Provide:
- Name — Descriptive campaign name (e.g., “February Appointment Reminders”)
- Locale — Region for the campaign (e.g., US/Canada). This determines timezone rules and phone format. Cannot be changed after creation.
- Agent — Select the AI agent that handles calls
- Workspace — The workspace this campaign belongs to
Set Dialing Windows
Configure when prospects can be called based on their local time:
- Earliest call time — Default 9:00 AM in the prospect’s timezone
- Latest call time — Default 9:00 PM in the prospect’s timezone
- State restrictions — Optionally block dialing to specific states
- Holiday filtering — Automatically skip states that prohibit telemarketing on holidays
Upload Prospect Lists
Upload one or more CSV files containing phone numbers and contact data. See Prospect Lists for CSV format and options.
Configure Dialing Rules
Fine-tune how the dialer operates. See Dialing Controls for all available settings.
Prospect Lists
Prospect lists are collections of contacts to be called. Each campaign can have multiple lists with different priorities.CSV Format
Your CSV should include a phone number column and any additional contact fields:Upload Options
| Setting | Description |
|---|---|
| Deduplication | Duplicate phone numbers within the same campaign are automatically removed |
| Dupe days | How many days a matching phone number is considered a duplicate (default: 90 days). Set to -1 to disable |
| Expire days | Prospects expire and stop being called after this many days (default: 90) |
| List priority | Higher-priority lists are dialed first (0–100) |
| Batch splitting | Large uploads are automatically split into processable batches |
Prospect Lifecycle
Dialing Controls
Fine-tune the dialer behavior for each campaign:| Setting | Default | Description |
|---|---|---|
| Call ratio | 1.0 | Ratio of outgoing calls to available agent sessions. Higher values = more aggressive dialing |
| Dialer interval | 10 sec | Seconds between each dialer tick (2–15 seconds) |
| Max active calls | 0 (unlimited) | Maximum concurrent calls for this campaign |
| Max calls per prospect | 10 | How many times a prospect can be called before giving up |
| Min time between calls | 30 min | Minimum wait between call attempts to the same prospect |
| Wrap-up time | 3 sec | Seconds given to the agent between calls |
| Hopper expiry | 30 min | How long a prospect stays in the active queue before being recycled |
| Fill interval | 5 min | How often the system refills the call queue with new prospects |
Damper Controls
Dampers automatically reduce the call ratio when the system detects over-dialing:| Damper Mode | Behavior |
|---|---|
| Disabled | No damping — dialer runs at full call ratio |
| Waiting Stations | Reduces ratio when a percentage of agents are idle and waiting for calls |
Do Not Call (DNC)
Campaigns support DNC compliance at multiple levels:- DNC Lists — Assign one or more DNC lists to a campaign. Phone numbers on these lists are skipped during dialing.
- DNC Disposition — Set a specific disposition that automatically adds a prospect to the DNC list when applied.
- Check on Dial — When enabled, the system verifies DNC status immediately before placing each call.
Dispositions
Dispositions categorize the outcome of each call. Create custom dispositions per campaign:| Property | Description |
|---|---|
| Title | Display name (e.g., “Interested”, “Not Home”, “Do Not Call”) |
| Qualified | Whether this counts as a successful outcome |
| Contacted | Whether the prospect was actually reached |
| Callback | Whether to schedule a follow-up call |
| Do Not Call | Whether to add the prospect to the DNC list |
Campaign States
| State | Description |
|---|---|
| Active | Campaign is running and accepting calls |
| Paused | Dialing is temporarily stopped; can be resumed |
| Inactive | Campaign is deactivated |
| Archived | Campaign is archived and hidden from default views |
Status Check
You can check a campaign’s real-time status:| Status | Meaning |
|---|---|
| Running | Actively dialing prospects |
| Stopped | Active campaign with prospects remaining but no calls in progress |
| Completed | All prospects have been resolved |
| Inactive | Campaign is not active |
Reporting
Set up automated campaign reports to be emailed on a schedule:| Schedule | When reports are generated |
|---|---|
| End of Dialing | After the dialing window closes each day |
| Midnight | At midnight each day |
| Disabled | No automatic reports |
Campaigns vs. Batch Calling
| Feature | Campaigns (New) | Batch Calling |
|---|---|---|
| Dialing Engine | Full dialer with hopper, scheduler, and ticker | Celery worker dispatch |
| Prospect Management | Lists with priorities, dedup, expiry | Flat phone number list |
| Timezone Awareness | Per-prospect timezone filtering | No |
| DNC Compliance | Built-in DNC lists and enforcement | No |
| Call Ratio Control | Configurable ratio with dampers | Fixed concurrency limit |
| Dispositions | Full disposition workflow with callbacks | Basic status tracking |
| Reporting | Scheduled automated reports | Manual review |
| Best For | Full-scale outbound campaigns | Quick one-off call lists |
Campaigns provide a full-featured dialer for production use. Batch Calling remains available for simpler, one-off call lists. For any new outbound calling project, we recommend using Campaigns.