Campaign Overview
Campaigns enable you to orchestrate large-scale outbound calling operations. Whether you’re conducting sales outreach, customer surveys, appointment reminders, or marketing campaigns, the campaign system helps you manage contacts, schedule calls, track progress, and measure results.Campaign Types
Sales Campaigns
Lead Outreach: Reach out to potential customers with personalized sales messages. Follow-Up Calls: Follow up with leads who have shown interest but haven’t converted. Upsell/Cross-Sell: Contact existing customers with additional product or service offers. Win-Back: Re-engage customers who haven’t purchased recently.Marketing Campaigns
Product Launches: Announce new products or features to your customer base. Event Promotion: Promote events, webinars, or special offers. Newsletter Calls: Deliver marketing messages via voice calls. Brand Awareness: Build brand awareness through outreach campaigns.Service Campaigns
Appointment Reminders: Remind customers of upcoming appointments. Payment Reminders: Follow up on overdue payments or invoices. Customer Surveys: Conduct surveys to gather feedback and insights. Service Updates: Notify customers about service changes or updates.Creating Campaigns
Campaign Configuration
Name and Description: Give your campaign a clear, descriptive name and optional description. Phone Number: Select which phone number to use for outbound calls. Agent or Workflow: Choose which agent or workflow will handle the calls. Contact List: Upload or enter the list of phone numbers to call.Scheduling
Start Time: Set when the campaign should begin. Call Rate: Configure how many calls to make per hour to control pacing. Time Windows: Define when calls can be made (e.g., business hours only). Timezone: Set the timezone for scheduling and time-based rules.Advanced Settings
Retry Logic: Configure how to handle failed calls (retry attempts, delays, etc.). Call Timeout: Set maximum call duration. Do-Not-Call List: Exclude numbers from your do-not-call list. Compliance Settings: Configure compliance-related settings for your region.Campaign Management
Monitoring
Real-Time Dashboard: Monitor campaign progress in real-time with live metrics. Call Status: Track which calls have been completed, failed, or are in progress. Success Metrics: Monitor conversion rates, goal achievement, and other success metrics. Error Tracking: Identify and track errors or issues during campaign execution.Optimization
Adjust Call Rate: Modify call rate based on performance and capacity. Update Contact List: Add or remove contacts from the active campaign. Pause/Resume: Pause campaigns for adjustments, then resume when ready. A/B Testing: Run multiple campaign variants to test different approaches.Results Analysis
Completion Reports: Analyze which calls completed successfully. Conversion Analysis: Track conversions and identify what works best. Cost Analysis: Review costs and optimize for better ROI. Performance Trends: Identify trends and patterns in campaign performance.Campaign Best Practices
Planning
Define Goals: Clearly define what you want to achieve with each campaign. Target Audience: Carefully select your target audience to maximize relevance and response rates. Message Design: Craft messages that are clear, compelling, and compliant. Timing: Choose optimal times to call based on your audience and goals.Execution
Start Small: Begin with a small test group before scaling up. Monitor Closely: Watch the first calls closely to catch issues early. Adjust Quickly: Be ready to adjust based on early results. Scale Gradually: Increase scale as you gain confidence and optimize.Compliance
Obtain Consent: Ensure you have proper consent before making calls. Respect Preferences: Honor opt-out requests immediately. Follow Regulations: Comply with all applicable telephony regulations (TCPA, GDPR, etc.). Maintain Records: Keep records of consent and compliance measures. Do-Not-Call Lists: Maintain and respect do-not-call lists.Optimization
Test Messages: Test different messages to find what works best. Optimize Timing: Find the best times to call your audience. Improve Targeting: Refine your target audience based on results. Iterate: Continuously improve campaigns based on data and feedback.Campaign Analytics
Key Metrics
Call Volume: Total calls made, attempted, and completed. Connection Rate: Percentage of calls that connect successfully. Completion Rate: Percentage of calls that complete without dropping. Conversion Rate: Percentage of calls that achieve campaign goals. Cost per Call: Average cost per call including telephony and AI costs. ROI: Return on investment for the campaign.Reporting
Daily Reports: Get daily summaries of campaign performance. Real-Time Metrics: Monitor live metrics during campaign execution. Detailed Logs: Access detailed logs for individual calls. Export Data: Export campaign data for analysis in external tools.Advanced Features
Dynamic Routing
Conditional Routing: Route calls to different agents based on contact data or responses. Multi-Agent Campaigns: Use multiple agents for different segments or scenarios. Workflow Integration: Integrate workflows for complex campaign logic.Personalization
Contact Data: Use contact data to personalize conversations. Variable Substitution: Insert contact information into agent prompts. Dynamic Content: Adjust conversation flow based on contact characteristics.Automation
Scheduled Campaigns: Schedule campaigns to run automatically at specific times. Triggered Campaigns: Trigger campaigns based on events or conditions. Recurring Campaigns: Set up campaigns to repeat on a schedule.Next Steps
Webhooks
Learn how to use webhooks for real-time event notifications and integrations.