Outbound Campaigns

Outbound campaigns let an agent call a prepared list of contacts during approved calling hours. Use campaigns for a defined objective, such as qualification, reminders, follow-up, or feedback. The selected agent should be written and tested for that objective.

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Choose campaign behavior

Give the campaign a recognizable name and describe the purpose of the calls. Select an agent whose language and instructions match the intended contacts.

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Create a campaign

The outbound wizard shows 1 Campaign Details | 2 Call Settings | 3 Add Contacts | 4 Schedule & Review.

1. Enter the campaign name (up to 100 characters, letters, numbers, spaces, hyphens) and objective. Select the AI voice agent and optionally prioritize products or services to offer with drag-order priority.
2. Select the AI voice agent and call language. Starting language is limited to languages enabled for the agent.
3. Set caller number, time zone, allowed calling hours (default 10:00–18:00), simultaneous and daily call limits. Plan concurrency limits are Basic 0 (no campaigns), Silver 5, Gold 10, Platinum 15.
4. Configure calling hours, retries, voicemail, and optional human transfer.
5. Upload contacts or add them manually, then review rejected and duplicate rows.
6. Review estimated usage (estimated call minutes, estimated credits, available credits) and the launch checklist.
7. Save as a draft, schedule the campaign with start date (DD-MM-YYYY, today or later) and start time (hour, minute, AM/PM), or launch with a small test list. Rescheduling shows a preview of the calling window; calls are placed only inside that window.

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Prepare the contact list

Include a valid phone number and only the fields the agent needs during the call. Use consistent column names and formats, remove duplicates, and review rejected rows before launch. Upload accepts .csv, .xlsx, .xls with required ContactNumber (Mobile Number also accepted) and recommended CustomerName (or Name) for personalization. Phone numbers must be 7–15 digits after removing spaces, brackets, and dashes; format phone cells as text in Excel. Duplicate numbers are detected after normalizing country prefix and leading zero. Your plan allows up to 50 contacts per file on Silver, 200 on Gold, and 500 on Platinum. Use Download Contact Template before preparing a large file. The product template includes fields such as customer name, contact and alternate numbers, email, address, city, district, state, country, and pincode. The upload view shows total rows, valid, duplicate, and invalid counts with per-row reasons such as missing number or invalid phone. Removing the document removes its contacts. Select only the contacts that should be included in the campaign. The contact table shows Name | Phone Number | Email | City | Status | Actions (Edit / Delete) with search by name and selection count. Correct invalid rows and remove duplicates before launch. A phone number cannot be changed after dialing has started for that contact.

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Configure call handling

Set limits that your plan and team can support. Defaults are maximum 2 concurrent calls and 100 daily calls with allowed hours 10:00–18:00. End time must be at least one hour after start; overnight windows are supported. Choose whether unanswered calls should be retried with maximum attempts and retry interval in hours, and whether voicemail should be skipped or handled by the agent. If human transfer is enabled, enter a valid destination with the country code (7–15 digits) and confirm that someone will be available during the campaign’s calling hours. The selected caller number must be an owned, active number; the language must be enabled for the agent.

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Monitor the campaign

Track attempted, connected, completed, failed, and pending calls. Stop the campaign if the contact mapping, caller identity, or agent behavior is incorrect. Review a sample of successful and unsuccessful calls instead of relying on totals alone. A completed call may still have an unclear outcome, and a short call can reveal a contact-list or opening-message problem. Pause the campaign before changing the contact mapping, agent instructions, or calling schedule. Test the change on a small list before resuming the remaining contacts. The campaign overview provides Overview, Calls, Contacts, and Leads views. Use it to pause or resume a campaign, review qualified leads, and compare call outcomes with the original objective.

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Campaign statuses

Rescheduling a campaign returns it to Scheduled. Stopping a live campaign pauses it - mapped contacts and history are kept.

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Launch-day routine

Launch in three waves: 5 test contacts first and review every call, then 10% of the list while watching connection rate and fallback rate, then the remainder only if both rates hold. Keep the transfer destination staffed from the first wave - early callers reach humans fastest because the agent is least tuned. End each day by updating the contact file (remove wrong numbers, fix duplicates) before the next day’s batch.

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Common launch failures