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Campaigns let you run automated outbound outreach to a list of contacts. In the beta Campaigns experience, you can:
  • Create a campaign with its own contact window and settings.
  • Build an outreach flow with phone, email, and SMS steps.
  • Assign agents to phone steps and choose which numbers the campaign uses.
  • Add contacts from CSV or supported CRMs.
  • Start, pause, and monitor campaign performance.
This guide covers how to use the campaign wizard step by step: For the mental model behind campaigns, see
Campaigns (Core Concept).

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How to create a campaign

  1. Go to Campaigns in the sidebar.
  2. Click New Campaign.
  3. In the Create campaign dialog:
    • Enter a Campaign name (for example, Q2 warm leads, Payment reminders).
    • (Optional) Add a Campaign description to remind your team of the goal.
  4. Click Create (or the equivalent Next button).
After creation, you’ll be guided through a multi-step wizard to configure:
  • Contact window
  • Outreach flow (follow-ups and steps)
  • Numbers and exit criteria
  • Contacts (CSV or CRM)
  • Start and overview
You can leave a campaign in Draft until you are ready to start it.

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How to create a contact window

The Campaign contact window defines when contacts can be reached. To configure it:
  1. In the campaign wizard, open the Contact window section (usually the first step or accessible via “Create contact window”).
  2. Under Weekly Contact Window:
    • Choose the days of the week when outreach is allowed (for example, Mon–Fri).
    • Set the time range (for example, only contact between 9:00am and 7:00pm).
  3. Under Timezone:
    • Set the Primary timezone (commonly “Contact’s Local Timezone”).
    • Set a Fallback timezone (for example, Pacific Time) for cases where the contact’s timezone is unknown.
  4. Under Date Overrides:
    • Add blackout dates (such as holidays or special dates) when no outreach should occur.
    • Use presets like “U.S. Federal Holidays” and add custom overrides as needed.
The campaign uses this window when scheduling steps:
  • “At the earliest eligible time” means the first free slot that obeys this window and timezone.
  • Steps will not be scheduled outside your defined days, times, or blackout dates.

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How to build follow-ups and select agents

The Build your outreach flow screen lets you define a sequence of steps for each contact.

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Step types

For each step, you can choose a type:
  • Phone call – uses a Fluents.ai agent.
  • Email – send an email (content configured per step or via integration).
  • SMS – send a text message.
Phone steps are powered by your agents; email and SMS steps are powered by your connected messaging tools and configurations.

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Configure the first step

  1. In the outreach flow, you’ll see the first step block (for example, Step 1 – Phone call).
  2. Set the step type:
    • By default this is often Phone call.
  3. Choose the Agent for phone steps:
    • Select the agent from the dropdown (for example, Outbound sales, Reminder agent).
  4. Under When to place call:
    • Choose At the earliest eligible time to send as soon as possible within the contact window, or
    • In a specific time window if you want this step to run only at certain times (for example, afternoon only).

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Add follow-up steps

To add follow-ups:
  1. Click Add next outreach.
  2. Choose the delay:
    • For example, “1 day after phone call” or another interval.
  3. Choose the step type:
    • Phone call – choose an agent as above.
    • Email – configure or select the email template / integration.
    • SMS – configure or select the SMS template / integration.
  4. Repeat for additional steps as needed.
Examples:
  • Step 1: Phone call (agent = Outbound Sales) at earliest eligible time.
  • Step 2: Phone call 1 day after the first call.
  • Step 3: SMS follow-up for contacts who still have not engaged (depending on your logic).
You can collapse or expand each step to keep the flow easy to review.

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How to assign numbers and use tags

In the Configure your settings section, you decide which numbers the campaign will use and see information about exit criteria.

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Assign numbers for phone calls

  1. In the Outbound Configurations area (for phone calls):
    • Choose Select from numbers.
  2. In the dropdown, you can:
    • Select individual numbers, or
    • Select by tag (for example, all numbers tagged sales-us).
  3. Save your selection.
Tips:
  • Use tags to group numbers by region, purpose, or brand (for example, sales-us, after-hours, brand-b).
  • Use local or regional numbers so contacts see a familiar caller ID.
Numbers are managed in the Numbers section; see the
Numbers Feature Guide for more.

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Exit criteria (informational)

The Exit Criteria area describes when contacts are automatically removed from the campaign.
Typical exit events include when:
  • The contact answers a call from this campaign.
  • The contact explicitly asks to stop receiving communication.
  • The contact’s number is unreachable (for example, repeated failures).
These criteria keep contacts from being over-contacted once a clear outcome has been reached.
They are displayed so you know when the campaign stops trying for a given contact.

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How to import contacts from CSV or CRM

To run a campaign, you need contacts. You can add contacts from a CSV file or from a CRM.

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Option 1 – Upload contacts from CSV

  1. In the campaign wizard, go to Add your contacts.
  2. Choose Upload a CSV.
  3. Select your CSV file.
  4. On the Upload CSV File screen:
    • Confirm that Data has headers if your first row contains column names.
    • Review the raw file contents and preview table.
  5. Map your columns to fields:
    • To Number (required) – drag the column that contains your contact phone numbers.
    • Additional fields such as first_name, last_name, email, or custom fields – drag to the appropriate spots.
  6. Under Import Options:
    • Decide whether to skip contacts with duplicate phone numbers (recommended for most cases).
  7. Click Import.
Mapped fields become context variables for your agent, so you can reference them as
\`, `“, etc. in prompts and messages.

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Option 2 – Sync contacts from a CRM

Instead of CSV, you can sync contacts from a connected CRM. Supported CRMs include:
  • HubSpot
  • Salesforce
  • GoHighLevel
  • Lead Docket
  • Monday.com
To set this up:
  1. In Add your contacts, choose Set up CRM integration.
  2. Select your CRM from the list.
  3. Follow the prompts to connect your CRM account (if not already connected).
  4. Choose which list, pipeline, or segment of contacts should feed into this campaign (options vary by CRM).
  5. Save.
Once connected, the campaign can automatically receive contacts from your CRM, and updates can stay in sync according to your integration configuration.

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How to start, pause, and monitor a campaign

After configuration and contacts are in place, your campaign will appear on the:
  • Campaigns list page, and
  • Its own Overview page.

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Start or schedule a campaign

  1. Open the campaign’s Overview page.
  2. You can:
    • Click Start to begin immediately, or
    • Click Schedule Start to choose a future start date and time.
  3. The campaign status will change from Draft to Active once it starts.

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Pause or stop a campaign

  • Use the controls on the Overview page (for example, Pause or similar actions) to temporarily stop new outreach while retaining existing data.
  • To completely stop all future outreach, set the campaign to a non-active state (depending on your UI wording).

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Monitor performance

On the Overview page you’ll typically see metrics such as:
  • Total contacts – how many contacts are in the campaign.
  • Queued – contacts awaiting their next step.
  • Active – contacts currently being processed.
  • Errored – contacts where an error occurred.
  • Exited – contacts that met an exit criterion and left the campaign.
  • Started on – when the campaign began.
Details of each call generated by the campaign appear in Calls → History, where you can filter by agent, status, duration, and more. For deeper call analysis, see the
Calls Feature Guide and Call history (Core Concept).
By combining campaigns with agents, numbers, and contacts, you can:
  • Automate structured outreach programs.
  • Respect appropriate contact times and timezones.
  • Coordinate phone, email, and SMS steps.
  • Monitor performance and refine your flows over time.