Campaigns

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What are Campaigns?

Campaigns let you make outbound calls to a list of customers automatically. You provide the phone numbers, choose which agent handles the conversation, set a schedule, and Freya works through the list — calling each customer, handling retries for failed attempts, and tracking progress in real time. Common use cases include appointment reminders, payment follow-ups, customer surveys, sales outreach, and service notifications.

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Campaign Lifecycle

Every campaign moves through a series of statuses as it progresses:

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Creating a Campaign

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1. Name and Description

Give your campaign a clear name so you can identify it later in the list. The name defaults to today’s date, but you should use something descriptive — like “April Payment Reminders” or “Product Launch Outreach”. The description is optional but helpful for team context.

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2. Select a Phone Number

Choose which phone number Freya will call from. The dropdown only shows numbers that have outbound SIP enabled and an agent or workflow configured — if your number doesn’t appear, check its configuration on the Phone Numbers page. The phone number you pick determines which agent is pre-selected in the next step, based on the outbound agent configured for that number.

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3. Choose an Agent

Select the agent that will handle conversations during the campaign. This is auto-populated from the phone number’s outbound agent, but you can change it. If your agent uses variables in its system prompt (like {{customer_name}} or {{appointment_date}}), those variables appear as columns in the customer table so you can provide personalized data for each call.

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4. Add Customers

The customer table is where you enter the phone numbers to call. Each row represents one customer:

• Phone number (required) — the number to dial, in any common format
• Custom properties — additional columns appear automatically based on variables detected in your agent’s prompt

Freya normalizes all phone numbers to E.164 format automatically. Use the country picker to set a default country code for numbers entered without one — for example, if you enter “555-1234” with the US country selected, it becomes “+15551234”.

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5. Configure the Schedule

By default, campaigns start calling immediately. To schedule calls for later:

• Start Date — the first day calls will be made
• Start Time / End Time — the daily calling window (e.g., 9:00 AM to 6:00 PM)
• Active Days — which days of the week calls can happen (all seven enabled by default)
• Timezone — auto-detected from your browser, used for all schedule calculations

The summary at the bottom of the form shows exactly when calling will begin — either “Starting immediately” or “Starting on [date] at [time]“.

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6. Set Up Retries

If a call fails (busy signal, no answer, network error), Freya can automatically retry:

• Call Retries — number of retry attempts per customer (0–10, default 0)
• Retry Delay — seconds to wait between attempts (default 300 seconds / 5 minutes)
• Retry Conditions — which call outcomes trigger a retry (specific SIP codes and end reasons)

Retries respect the active days and calling window — they won’t happen outside your configured schedule.

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7. Webhook (Optional)

Under Advanced Settings, you can provide a webhook URL that receives a callback for each call as it completes. This is useful for updating external CRMs or triggering follow-up workflows in other systems.

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8. Review and Start

The form shows a summary of your configuration — how many calls are queued, when they’ll start, and the calling window. Click Start Campaign and confirm in the dialog to begin.

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Managing Campaigns

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The Campaign List

The campaigns page shows all your campaigns in a table with:

• Campaign name and description
• Status badge (Draft, Active, Scheduled, Completed, Partially Completed)
• Phone Numbers — the number of customers in the campaign
• Created date

Use the status filter buttons above the table to quickly narrow down to campaigns in a specific state.

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Campaign Actions

Right-click a campaign or use the actions menu to:

• Duplicate — create a copy of an existing campaign with the same configuration, useful for running similar campaigns with different customer lists
• Retry — available for Partially Completed campaigns, re-queues the customers that weren’t successfully reached
• Delete — permanently remove a campaign (with confirmation)
• Export to CSV — download campaign data for reporting or external analysis

You can also select multiple campaigns using the checkboxes for bulk delete operations.

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Quick Campaign

For simple campaigns that don’t need detailed scheduling, the Quick Campaign option opens a streamlined modal where you can set up and launch a campaign in seconds — just pick a number, add customers, and go.

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Best Practices

• Name campaigns descriptively. You’ll accumulate campaigns over time. Names like “2026-04 Appointment Reminders - Dental” are much easier to find than “Campaign 47”.
• Test with a small list first. Before launching a campaign to hundreds of customers, run it with 2–3 test numbers to verify the agent handles the conversation correctly and the variables are populated as expected.
• Set reasonable calling windows. Nobody wants a robot call at 7 AM. Configure start and end times that respect your customers’ time zones and local regulations.
• Use retries sparingly. One or two retries with a 5-minute delay is usually enough. Excessive retries can annoy customers and waste resources.
• Check your phone number configuration. If a number doesn’t appear in the dropdown, it’s missing outbound SIP or an assigned agent. Fix it on the Phone Numbers page first.
• Use the webhook for CRM integration. If you track call outcomes in an external system, configure the webhook URL so each completed call automatically updates your records.

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Next Steps