A campaign takes an agent you've already configured and turns it into actual calls: which countries, over which line, how often to retry, when it's allowed to dial, and who it's calling.
This guide covers the six tabs on a campaign and the controls that decide how hard it works.
Quick start
Destinations — countries, connection, retry behaviour and limits.
Conditions — which contacts to call, on which days and at which hours.
Files — upload your contact list.
Contacts — watch progress as the campaign runs.
Locales, Messages and Webhooks — additions on top of the agent's.
The Actions menu — reporting, the agent, and cloning.
Turn it on.
Before you start
Open Campaigns in the Voice Agent cabinet. Every campaign has:
Enabled — the switch that starts and stops it. A campaign processes traffic while it's enabled and its destinations and active conditions still match. Clearing the box stops it without losing anything.
Test Call — a real conversation with your configured agent, run in the browser and billed as a normal call.
Test API — checks your live API integration. It shows the request your integration would send and lets you post it to the endpoint, then shows the response, without leaving the campaign editor. Use it while wiring contacts in from your own system.
You can edit a running campaign, and changes apply to contacts already queued — so a schedule that's calling at the wrong hour can be corrected without starting over.
Destinations
A destination pairs a set of Countries with the Connection used to call them. Contacts are routed to the destination matching their country.
Add several destinations when different countries should go out over different lines — a local trunk for Ukraine, another for Poland. The duplicate button copies a destination with all its settings, which is faster than rebuilding a set of limits by hand.
Additional Options
These control how insistently the campaign dials, per destination:
Call Attempts Total — how many times to try a contact who doesn't answer. A busy signal counts as an attempt.
Success Calls Day Limit and Success Calls Campaign Limit — stop after a set number of successful calls per day, or for the campaign as a whole. Both are counted across the whole campaign.
Success Calls Results — which result groups count as a success for those two limits. This is the control that connects the outcomes your agent produces to the point at which the campaign stops working. Groups come from the agent's Insights — see Customizing agent settings.
The limits are more useful than they first look. If your sales team can work through ten qualified leads a day, setting the day limit to ten stops the campaign generating fifty that go cold before anyone calls them back. The campaign resumes the next day on its own.
Conditions
Conditions decide which contacts get called and when. Each condition is built on States — the current state of a contact — so the rule you write depends on which states you list.
To reach contacts you haven't tried yet, base the condition on the state new contacts start in. To chase the ones who didn't pick up, base it on the states that describe a failed attempt. Contact states include CREATED, PROCESSED, COMPLETED, BUSY, REJECTED, NOANSWER, UNAVAILABLE and UNKNOWN, among others.
Alongside the states, each condition carries:
Weekdays — the days it's allowed to run.
Additional Date/Time Range — a start and end date and the hours within the day. Leave it empty and the condition runs indefinitely.
Enabled — turn a condition off without deleting it.
Use Add Condition for more than one. That's how you build different rules for different situations in the same destination: first attempts throughout the working week, retries only on weekday afternoons.
Files
Upload your contact list here, as CSV or XLSX.
Use the download template link first. The template is generated from your agent, so its columns already match the variables and mappings you configured — no guessing what the file should look like, and no failed import because a column was named differently.
Add more than one file with the + button when your list arrives in parts.
You can also push contacts in over the API instead, and check the integration with Test API before you rely on it.
Contacts
This tab is the quickest read on a running campaign, without leaving the editor.
Contact States counts how many contacts are in each state, and how many attempts have gone into them. Attempts accumulate across retries, while the state shown is the contact's current one — which is why a state can hold fewer contacts than it has attempts.
Latest Contacts lists recent calls individually: the number, when it ran, its status, the result the agent decided on, and the fields it extracted.
Where else to watch a campaign
Three other places show the same run from different angles:
The Campaigns list gives every campaign's statistics at a glance — the right view when you're running several at once and want to know which needs attention.
Show Statistics in the campaign's Actions menu opens the full breakdown for this campaign.
Show Calls, also in Actions, lists the individual calls with their results, and exports contact by contact when you need the raw detail.
Locales, Messages and Webhooks
These three tabs mirror the ones on the agent, and they add to the agent's configuration rather than replacing it. Your agent holds the defaults; a campaign layers extra locales, follow-up messages or webhooks on top for that particular run.
That's useful when one campaign needs something the others don't — an extra language for a single market, or a webhook pointing at a system only this run should notify. For what each field does, see Customizing agent settings.
The Actions menu
Actions at the bottom of the campaign holds four things:
Show Calls and Show Statistics — the two reporting views described above.
Edit Agent — jumps straight to the agent this campaign runs, without hunting for it in the Agents list. Useful mid-campaign when a greeting needs rewording.
Clone Campaign — a copy with every destination, condition and limit intact. This is the cleanest way to run the same agent against a new country or a new list: clone, swap the destination or the contact file, and leave the original untouched.
Turning the campaign on
Before you enable it, check that:
the agent it was built from is enabled
an active SIP connection is available
every destination has a connection and at least one country
at least one condition is enabled
contacts are loaded
Then tick Enabled and Save. The campaign starts processing and keeps working as long as its destinations and active conditions hold.
Place a Test Call first if you've changed anything about the agent since you last heard it. It costs one call and saves finding out from a contact.
Comments
0 comments
Article is closed for comments.