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A campaign reaches a list of contacts for you, one contact at a time, following a sequence you define. Each contact enters the campaign, moves through your outreach steps, and leaves when they respond or when the campaign runs out of steps. Outreach is not only phone calls. A step can be a phone call, an email, or an SMS, so a campaign can call someone and follow up by text a day later.

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Before you start

Two things must exist first. Set both up and the rest takes a few minutes.
1

A campaign schedule

Sets the days, hours and timezone the campaign may contact people. See Campaign schedules. The dialog will not let you continue without one.
2

A phone number

Calls have to come from somewhere. See Numbers. Without one you can build the whole campaign and still not be able to create it.

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1. Name it and pick a schedule

Go to Campaigns and select New Campaign.
The Create campaign dialog with a name and a selected schedule showing its days, hours and timezone
Enter a Campaign name. Then choose a Campaign schedule. The dialog shows the schedule’s days, hours and timezone so you can check it before continuing. If you have none, Create campaign schedule takes you to the editor and brings you back. Select Next.

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2. Build the outreach flow

The outreach flow, showing a phone call step, a one day delay, and a second step
The flow starts from When a contact is added. Everything below happens to each contact in order. Each step has a type: Phone call, Email, or SMS. A phone call step needs an Agent. Add next outreach adds a follow up, with a delay between the two. The delay defaults to 1 day after phone call, and you can change both the number and the unit. Follow up steps default their agent to Same as initial call, and offer two options the first step does not have:
  • Override initial message, so a second call can open differently from the first
  • Override voicemail message
A second call that opens with “Hi, I tried you yesterday” lands far better than one that repeats the original greeting. That is what Override initial message is for.
Select Next.

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3. Choose who it comes from

The caller ID picker listing both a tag and an individual phone number
Calls will come from picks the caller ID your contacts see. You can select individual numbers, or a tag, which uses every number carrying that tag and spreads the traffic across them. Exit Criteria shows when a contact is automatically removed. These are fixed and cannot be edited:
  • The contact answers a call from this campaign
  • The contact asks to stop receiving communication on any channel
  • The contact’s number is unreachable
Select Create Campaign. The campaign is created as a Draft and does not contact anyone yet.

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4. Add contacts

A newly created draft campaign on the Contacts tab, offering a CSV upload or a CRM integration
On the Contacts tab, choose Upload a CSV or Set up CRM integration. For a CSV, drop the file in and confirm Data has headers. Skip contacts with duplicate phone numbers is on by default, so re-uploading a list will not create duplicates.
The column mapping step, with a CSV column dragged onto the To Number field
Then drag the column holding the phone number onto To Number. That is the only required mapping. Every other column comes along as context your agent can use, so a first_name column lets the agent greet people by name. Select Import. Any row that cannot be imported is listed with its row number and the reason, and the rest still import.
A contact can be a phone number, a SIP URI, or a WhatsApp address. Numbers are validated on import, so reserved test ranges such as 555 are rejected.

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5. Start it

Use Start to begin, or Schedule Start to begin at a future time. Until then the campaign stays a Draft.
The campaign Overview tab, showing contact totals and a per step breakdown
The campaign page has five tabs:
Campaign statistics may be delayed by up to 4 hours. If a number looks wrong straight after a run, check again later before investigating.

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Reading the campaigns list

Manage lists your campaigns and Monitor shows activity. The In Use and Archived filters switch between active and retired campaigns.

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Keeping deliverability healthy

Carriers flag numbers that call too much. Two habits protect you:
  • Keep a single number under roughly 100 calls per day. Add numbers and use a tag to spread traffic rather than pushing one number harder.
  • Set call pacing on your numbers so the platform spaces calls out for you. See Numbers.
Before running production volume, register your business with us so your numbers are set up correctly with our telephony partners.

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Where to go next

  • Set the days and hours outreach is allowed in Campaign schedules.
  • Buy, tag and pace numbers in Numbers.
  • Review what happened on campaign calls in Calls.