> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Campaigns

> Campaigns coordinate outbound outreach to your contacts using Fluents.ai agents. Learn how agents, contacts, numbers, schedules, and exit criteria fit together.

Campaigns let you run **automated outbound outreach** to a list of contacts.

A campaign can:

* Place phone calls using your **Fluents.ai agents**
* Optionally include other outreach steps (such as email or SMS, depending on your setup)
* Respect contact windows and timezones so you reach people at appropriate times
* Automatically stop contacting people when clear **exit criteria** are met

On this page:

* [What is a campaign?](#what-is-a-campaign)
* [Key building blocks](#key-building-blocks)
* [How campaigns work with other parts of Fluents.ai](#how-campaigns-work-with-other-parts-of-fluentsai)
* [When to use a campaign vs. an inbound agent](#when-to-use-a-campaign-vs-an-inbound-agent)
* [Typical campaign patterns](#typical-campaign-patterns)
* [Where to go next](#where-to-go-next)

***

## What is a campaign?

A **campaign** is a structured plan for reaching a group of contacts over time.

Conceptually, a campaign answers:

* **Who** do we want to reach? → contacts from a CSV or CRM
* **How** do we want to reach them? → phone calls (and optionally email/SMS steps)
* **When** should we reach them? → contact window, timezone, and delays between steps
* **When should we stop?** → exit criteria (for example, answered, opted out, unreachable)

Once configured, the campaign runs automatically:

* Contacts enter the campaign (for example, when uploaded or synced)
* The campaign schedules outreach steps according to your rules
* Each contact eventually **exits** the campaign when conditions are met

***

## Key building blocks

Campaigns bring together several pieces of Fluents.ai.

### Contacts

The **contacts** are the people you want to reach.

They can come from:

* A **CSV upload** (for example, a list of leads)
* A **CRM integration** (for example, HubSpot, Salesforce, GoHighLevel, etc.)

At minimum, each contact needs a **phone number** for phone steps.\
Additional fields (for example, `first_name`, `last_name`, `email`, custom fields) can be used as **context variables** in prompts and messages.

### Agent

The **agent** is the AI voice that will handle phone calls for the campaign.

* Each **phone call step** in the campaign uses an assigned agent.
* The agent’s **prompt, skills, and settings** determine what happens in‑call.

You can reuse the same agent across multiple campaigns or specialize agents for different flows (for example, sales vs renewals).

### Numbers

**Numbers** are the caller IDs your contacts see when the campaign calls them.

Campaigns can use:

* Specific numbers, or
* Sets of numbers chosen by **tag** (for example, `sales-us`)

Numbers determine:

* Which line calls come from
* How local the caller ID appears to contacts

See **[Numbers](./numbers)** for more on how numbers are added and tagged.

### Contact window & timezone

The **campaign contact window** defines **when** contacts are allowed to be reached, for example:

* Days of the week (Monday–Friday)
* Times of day (for example, 9:00am–7:00pm)
* Timezone behavior:
  * Use the contact’s local timezone if known
  * Fallback to a specific timezone if not

This ensures calls and outreach happen only during acceptable hours.

### Outreach flow (steps and delays)

The **outreach flow** is the sequence of steps the campaign will perform for each contact.

Typical elements:

* **Step type** – for example, Phone call (and, in some setups, Email or SMS)
* **Agent** – which agent to use for phone steps
* **Timing** – send “at the earliest eligible time” or “within a specific time window”
* **Delays** between steps – for example, “1 day after phone call”

This lets you build simple or multi‑step follow‑up flows.

### Exit criteria

**Exit criteria** define when a contact automatically leaves the campaign.

Examples include:

* The contact answered a call from this campaign
* The contact explicitly requested to stop receiving communication
* The contact’s number is unreachable

Once an exit condition is met, the campaign stops scheduling new steps for that contact.

***

## How campaigns work with other parts of Fluents.ai

Campaigns do not exist in isolation—they use and feed other parts of the platform.

* **Agents**\
  Campaigns rely on your configured agents to handle phone calls.\
  Agent settings (basic, advanced, post‑call) determine what calls look like.

* **Numbers**\
  Campaigns use numbers (often chosen by tag) as caller IDs.\
  Managing numbers and tags well makes it easier to assign the right numbers per campaign.

* **Call History**\
  Every call placed by a campaign appears in **Call history** with its outcome and recording (if enabled).\
  This is where you review what actually happened.

* **Post‑Call Actions**\
  The agent’s post‑call settings can trigger summaries, CRM updates, SMS or email follow‑ups after each call.\
  Campaigns determine **who is called when**; post‑call behavior determines **what happens after** each call.

***

## When to use a campaign vs. an inbound agent

You don’t always need a campaign.

Use **only an inbound agent** when:

* You want to **answer incoming calls** on a phone number
* People call you (support line, after‑hours line, main business number)
* You’re not driving proactive outreach to a list

Use a **campaign** when:

* You want to **proactively reach** a list of contacts
* You’re running sales outreach, appointment reminders, payment reminders, or re‑engagement
* You need consistent scheduling, retries, and tracking across many contacts

A simple rule of thumb:

> If your team would normally “work a call list” manually, you probably want a **campaign**.

***

## Typical campaign patterns

Here are a few common campaign shapes.

### Simple outbound call campaign

Goal: Reach a list of leads once with a single call.

* Contacts: uploaded CSV or CRM list
* Flow: one phone call step
* Contact window: weekdays, business hours
* Exit criteria: contact answered, opted out, or unreachable

### Multi‑step call campaign

Goal: Try a contact more than once before giving up.

* Flow:
  * Step 1: Phone call
  * Wait: for example, 1 day
  * Step 2: Phone call (same or different agent)
* Contact window and timezone respected for each step
* Exit criteria: answer, opt‑out, or unreachable

### Call plus follow‑up message

Goal: Call the contact and, depending on outcome, send a follow‑up via another channel.

* Flow:
  * Step 1: Phone call
  * Optional further steps (for example, SMS or email) depending on conditions
* Agent’s **post‑call actions** and your messaging tools handle the follow‑up content.

***

## Where to go next

* Understand how agents behave inside each campaign call in\
  **[Agents – Basic](./agent/basic)** and **[Agents – Advanced](./agent/advanced)**

* Learn how numbers and tags work when choosing caller IDs in\
  **[Numbers](./numbers)**

* See what actually happens once campaigns start calling in\
  **[Call history](./call-history)**

* Configure what happens after each call in\
  **[Agents – Post‑Call Actions](./agent/post-call)**