Campaigns
Run outbound dialing campaigns with auto-dialer modes, list management, and AMD detection.
Campaigns let you organize outbound calling at scale. Upload a contact list, assign agents, choose a dialing mode, and let the system handle pacing while your team handles conversations.
Campaign List
The campaigns page shows all campaigns for your tenant with their status, assigned agent count, contacts remaining, and completion percentage.
Creating a Campaign
Navigate to Outreach and click Create Campaign
Open Outreach from the navigation and click Create Campaign.
Configure the campaign
Fill in the campaign settings:
Field Description Required Campaign Name A descriptive name for internal reference Yes Dialing Mode Preview, Power, or Progressive (see below) Yes Contact List Upload a CSV or select a CRM segment Yes Agents Assign agents who will handle calls Yes Caller ID The outbound number shown to contacts Yes Schedule Days and hours the campaign is allowed to dial No Max Attempts How many times to retry unanswered contacts No Review and launch
Click Save to create the campaign in a paused state, or Save and Start to begin dialing immediately.
Dialing Modes
| Mode | Behavior |
|---|---|
| Preview | The agent sees the contact details first and decides when to dial. Best for high-value calls. |
| Power | The system dials the next contact as soon as the agent finishes the current call. Maximizes throughput. |
| Progressive | Similar to Power, but the system waits a short interval between calls to give the agent preparation time. |
Predictive dialing, which dials multiple numbers simultaneously and connects answered calls to available agents, is on the roadmap and not yet available.
Answering Machine Detection (AMD)
When AMD is enabled on a campaign, the system listens to the first few seconds of audio after the remote side answers. If it detects a voicemail greeting or answering machine, it can:
- Drop the call and move to the next contact.
- Leave a pre-recorded message and move on.
AMD reduces wasted agent time on voicemail boxes. You can enable or disable it per campaign.
Campaign Contact Lists
Lists can be built from:
- CSV upload with columns for name, phone number, and optional custom fields.
- CRM segments filtered by tags or other criteria.
Duplicate phone numbers within a campaign are automatically deduplicated.
Managing a Running Campaign
| Action | Description |
|---|---|
| Pause | Temporarily stop dialing. Agents finish current calls but no new calls are placed. |
| Resume | Continue dialing from where the campaign was paused. |
| Stop | End the campaign. Remaining contacts are not dialed. |
| Add Contacts | Append more contacts to a running campaign. |
Campaign Results
After a campaign completes (or at any time during a run), view the results summary:
- Total contacts dialed vs. remaining
- Answer rate and average call duration
- Disposition breakdown (wrap-up codes applied by agents)
- AMD detection count
- Per-agent statistics
Results can be exported to CSV for further analysis.
Use wrap-up codes to standardize how agents categorize call outcomes. This makes campaign reporting much more actionable.