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Call Campaigns

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Table of Contents

1. Understanding Call Campaigns
2. The Campaigns List View
3. Campaign Metrics Overview
4. Creating a New Campaign
5. Uploading Campaign Contacts
6. Campaign Configuration
7. Campaign Status Lifecycle
8. Managing Active Campaigns
9. Campaign Performance Monitoring
10. Best Practices for Campaigns

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Understanding Call Campaigns

Call campaigns enable you to conduct systematic outbound calling at scale. Rather than making individual calls, campaigns automate the process of reaching out to lists of contacts.

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What Campaigns Provide

Organized Outreach: Define a target list and let the AI employee work through it methodically. Status Tracking: Know exactly which contacts have been reached, which are pending, and which failed. Performance Metrics: Aggregate statistics show campaign effectiveness. Retry Handling: Automatically retry failed attempts based on configuration. Scheduling Control: Start, pause, and resume campaigns as needed.

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Campaign Use Cases

Lead Qualification: Reach out to new leads to gather information and qualify interest. Appointment Scheduling: Contact prospects to schedule meetings or consultations. Customer Surveys: Collect feedback from customers after purchases or interactions. Reminder Calls: Notify contacts about upcoming appointments or deadlines. Re-engagement: Reach out to dormant customers or leads. Information Collection: Gather updated contact information or preferences.

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The Campaigns List View

The Campaigns page displays all your campaigns in an organized format.

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Page Header

Title: “Call Campaigns” identifies the section. Create Button: If you have permission, the “Create Campaign” button appears prominently.

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Metrics Cards

Summary statistics provide campaign health indicators: Total Campaigns: Count of all campaigns ever created. Running Now: Campaigns currently in progress. Calls Completed: Sum of completed call attempts across all campaigns. Success Rate: Overall success percentage across campaigns.

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Campaign List

Each campaign appears as a list item or table row showing:

• Campaign name
• Status badge
• Progress indicators
• AI employee assigned
• Key metrics
• Action options

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Campaign Metrics Overview

Understanding aggregate campaign metrics helps you assess overall effectiveness.

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Total Campaigns

The complete count of campaigns in your organization:

• All time or filtered by period
• Includes completed, active, and draft campaigns
• Shows scale of outreach efforts

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Running Now

Campaigns currently in active state:

• Calls being processed
• Queued for execution
• In progress

Why this matters:

• Indicates current workload
• Shows active capacity usage
• Helps planning decisions

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Calls Completed

Total call attempts across all campaigns:

• Includes successful and unsuccessful
• Shows outreach volume
• Tracks operational scale

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Success Rate

Aggregate success percentage:

• Successful calls / Total completed calls
• Benchmark for campaign effectiveness
• Compare against individual campaign rates

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Creating a New Campaign

Set up a new outbound calling campaign.

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Prerequisites

Before creating a campaign:

• Have at least one active AI employee
• Have contacts available for targeting
• Understand your campaign objectives

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Creation Steps

1. Click Create Campaign from the campaigns page
2. Enter campaign details:
   • Campaign Name: Descriptive identifier
   • Description: Optional notes about the campaign purpose
3. Select the AI employee to handle calls
4. Upload or select contact list
5. Configure campaign parameters
6. Review and launch

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Campaign Name Best Practices

Choose names that identify:

• Purpose (Lead Qualification, Survey, etc.)
• Target audience (Q4 Leads, Event Attendees)
• Timeframe if relevant (December Outreach)

Examples:

• “Holiday Sale Notification”
• “Product Demo Follow-up”
• “Customer Satisfaction Survey - Q4”

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Uploading Campaign Contacts

Add contacts to your campaign for outreach.

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Contact Sources

Upload CSV: Import a file of contacts for this campaign. Select Existing: Choose from contacts already in your database. Filtered Selection: Apply filters and add matching contacts.

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CSV Upload Process

1. Prepare your CSV file with required columns:
   • Phone number (required)
   • First name
   • Last name
   • Additional fields as needed
2. Upload the file in the campaign creation flow
3. Map columns to system fields
4. Review import preview
5. Confirm upload

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Data Requirements

Phone number: At least one valid phone number per contact. Format: Ensure phone numbers follow E.164 or acceptable formats. Quality: Validate data before upload to minimize failures.

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Contact Validation

During upload, contacts may be validated for:

• Valid phone number format
• Duplicate detection
• Required field presence

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Campaign Configuration

Configure how your campaign operates.

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AI Employee Selection

Choose which AI employee handles the campaign:

• Must be active and configured
• Should match campaign purpose
• Consider language requirements

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Call Parameters

Timing: When calls should be made:

• Time windows for calling
• Days of week to include/exclude
• Timezone considerations

Concurrency: How many simultaneous calls:

• Higher concurrency = faster campaign
• Balance with AI employee capacity

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Retry Configuration

Max Retries: How many times to retry failed contacts. Retry Delay: How long to wait between retry attempts. Retry Conditions: Which outcomes trigger retries:

• No Answer
• Busy
• Failed

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Variables and Personalization

If supported, configure personalized data:

• Contact name insertion
• Custom variables from import
• Dynamic content based on contact data

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Campaign Status Lifecycle

Campaigns progress through distinct status states.

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Draft

Campaign is created but not started:

• Configuration can be edited
• Contacts can be added/removed
• Not yet executing calls

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Queued

Campaign is scheduled to start:

• Waiting in processing queue
• Will begin when resources available
• Configuration locked

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Running

Campaign is actively making calls:

• Contacts being processed
• Real-time progress updates
• Can be paused or stopped

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Paused

Campaign execution is suspended:

• Current calls may complete
• New calls not initiated
• Can be resumed

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Completed

Campaign has finished:

• All contacts processed
• No pending calls
• Final statistics available

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Canceled

Campaign was stopped before completion:

• Pending contacts not called
• Statistics reflect partial execution
• Cannot be resumed

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Managing Active Campaigns

Control and monitor campaigns in progress.

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Starting a Campaign

Launch a prepared campaign:

1. Navigate to the campaign
2. Click the Start or Launch button
3. Campaign enters Queued status
4. Transitions to Running as calls begin

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Pausing a Campaign

Temporarily halt execution:

1. Click Pause on a running campaign
2. In-progress calls may complete
3. No new calls initiated
4. Campaign status changes to Paused

When to pause:

• Need to modify configuration
• Temporarily reduce activity
• Address discovered issues

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Resuming a Campaign

Continue a paused campaign:

1. Click Resume on paused campaign
2. Campaign returns to Running
3. Processing continues from where stopped

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Stopping a Campaign

Permanently end a campaign:

1. Click Stop or Cancel
2. Confirm the action
3. Campaign moves to Canceled status
4. Remaining contacts are not called

When to stop:

• Campaign is no longer needed
• Major issues discovered
• Strategy change

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Retry Failed Contacts

After completion, retry contacts that failed:

1. View failed contact count
2. Click Retry Failed option
3. New retry attempts are queued
4. Campaign continues for failed contacts only

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Campaign Performance Monitoring

Track progress and effectiveness in real-time.

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Progress Indicators

Visual representation of campaign status:

• Total contacts in campaign
• Completed count
• Pending count
• Progress percentage

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Status Breakdown

Detailed counts by outcome: Pending: Not yet attempted. In Progress: Currently being called. Completed (Success): Successful conversations. Completed (Voicemail): Reached voicemail. Completed (No Answer): No response. Completed (Busy): Line was engaged. Failed: Technical issues prevented call. Skipped: Excluded for various reasons. Canceled: Stopped before attempt.

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Campaign Metrics

Completion Rate: Completed / Total x 100 Success Rate: Success / Completed x 100 Answer Rate: (Success + Voicemail) / Completed x 100

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Real-Time Updates

The campaign detail page updates as calls complete:

• Progress bars advance
• Status counts change
• New conversations appear in list

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Best Practices for Campaigns

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Planning

Define objectives: Know what success looks like before launching. Segment appropriately: Target the right contacts for your message. Test first: Run small test campaigns before large launches.

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Timing

Respect calling hours: Configure appropriate time windows. Consider timezones: Account for contact location differences. Avoid busy periods: Holidays, weekends, early morning, late evening.

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Data Quality

Validate phone numbers: Bad numbers waste time and resources. Update contact info: Use current, accurate data. Remove duplicates: Avoid multiple calls to same contacts.

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AI Employee Preparation

Verify configuration: Ensure AI employee is properly configured for campaign purpose. Test the script: Make test calls to verify conversation flow. Match capabilities: Ensure employee can handle expected questions.

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Monitoring

Watch initial calls: Monitor early results closely. Adjust as needed: Pause and modify if issues appear. Track success rates: Compare against expectations.

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Follow-Up

Process results: Act on successful call outcomes. Handle failures: Decide on retry strategy. Analyze patterns: Learn from campaign performance.

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Compliance

Respect preferences: Honor do-not-call requests. Timing regulations: Follow local calling time restrictions. Consent requirements: Ensure appropriate permissions.

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Continuous Improvement

Review completed campaigns: Analyze what worked and what did not. Iterate on approach: Refine AI employee configuration based on results. Document learnings: Build organizational knowledge.

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Summary

Call campaigns are a powerful way to conduct systematic outreach at scale. By understanding the campaign lifecycle, properly configuring parameters, and monitoring performance, you can achieve effective outreach while maintaining quality and compliance. Successful campaigns combine good data, appropriate timing, well-configured AI employees, and active monitoring. Use each campaign as a learning opportunity to continuously improve your outreach effectiveness.