Outbound campaigns

Before you start

Campaigns appear in the sidebar once outbound calling is enabled for your brand. You'll need:

• A published agent set to make outgoing calls (see Build, publish and test an agent).
• At least one phone number to call from.
• Your TCPA consent attestation on file, under Settings → Brand → Compliance & data. Campaigns won't start without it.

Create a campaign

1. Open Campaigns and click New campaign.
2. Give it a Name and pick the Outbound skill.
3. Click create. The campaign opens in the builder, where you set up the rest.

Choose numbers and caller ID

In Basics, pick the From numbers the campaign calls from. By default calls rotate across them.

Switch on Match caller ID to the lead's area to call each lead from your number with the same area code, or else one in the same state, or else the nearest state. Leads outside North America rotate across all your numbers. This works best when you have numbers in several areas.

Set the schedule and calling window

1. Under Schedule, choose the Campaign timezone and the Start at time. The dialer won't place any calls before then.
2. Under Calling window, set Calls allowed from and Calls allowed until. A summary underneath confirms the hours in plain words.
3. Tick the option to use each lead's own timezone if your leads are spread across time zones. Leads without a timezone use the campaign's. If you don't give one, we work it out from the lead's area code where we can.

Set the pace

Under Pacing, set Max concurrent calls (1 to 25 at once) and Max attempts per lead (1 to 10). The wait between attempts is shown underneath.

Under Answering machine policy, choose whether to Hang up on machine (the default) or Leave voicemail. To leave a voicemail, upload an mp3 or wav message of up to 5 MB; 10 to 20 seconds works well.

Upload leads

1. Under Leads, click Sample CSV if you want a template.
2. Make sure your file has a phone number column headed e164, phone or phone_number. full_name and timezone are optional. Any other columns are stored and made available to the agent.
3. Click Choose CSV and pick the file.

After uploading, you'll see how many leads were added, how many were skipped because they're on your Do not call list, and how many were duplicates.

Do not call

Numbers on Settings → Do not call are never dialed. When someone asks not to be called again during a call, the agent can add them for you (turn on Honor opt-out requests on the agent's Actions tab). The campaign's lead counts show them under DNC / opted out.

Start, pause and cancel

Click Start when you're ready. The counts at the top show leads Pending, Dialing, Completed, at Voicemail and DNC / opted out.

• Pause stops new calls; Resume picks up where it left off.
• Cancel ends the campaign. Calls already in progress finish normally, and the remaining pending leads won't be dialed.

Campaigns can also pause on their own, for example if your monthly overage spend limit is reached (see Billing).