Campaigns

A campaign places outbound calls over a set of contacts with a given agent. It’s how you cover proactive cases — confirmations, reminders, surveys, collections — without dialing one by one. They’re in the Campaigns tab of Voice, and you create them with Create campaign.

The campaign list

At the top, the Overview counts your campaigns: Total, In progress, Completed, and Drafts. Below it, a table shows each campaign with its name and description, its status, the progress of the ones that already started, how many contacts it has, and the scheduled date. Click a row to open the campaign. The menu in the Actions column has what each campaign’s status allows:

Campaign statuses

Creating a campaign doesn’t start dialing: it starts as a draft.

Create a campaign

Create campaign only asks for the name and, optionally, a description of the goal. The campaign is created as a draft and its editor opens, where you set up the rest.

The campaign editor

The editor has three parts: the header with the name and actions, the contact table, and, on the right, the setup panel. While the campaign is a draft everything saves on its own: the name, the description, the setup, and every contact you edit. The table shows whether everything is Saved or how many contacts are still unsaved.

Header

The name and description are edited right in the header. The description doesn’t affect the agent: it helps your team recognize the campaign in the list. On the right is the button that matches the status: Launch campaign for a draft, Pause or Resume while it dials, and Cancel campaign.

Calls

Dialing rules

They define what to do with the contacts that couldn’t be reached. A new campaign starts with 1 retry, a 30-minute wait, and all three cases on.

Contacts

Contacts are edited right in the campaign: click a cell to edit it, use Add row to add contacts, and remove a row from the Actions column. The row count shows under the table. The table comes with four columns, with their type under the title: First name, Last name, Phone, and Email. Phone is the number that gets called: pick the country in the cell’s selector and type the number without the country code.

Use the contact’s data in the agent

Each call passes the agent its contact’s data as dynamic variables, which you can use in the agent’s prompt and first message: To pass other data — the service purchased, the appointment date, the amount due — add a column with Add column: In the table, each custom column shows its variable under the title and is removed with the trash icon in its header. The four starting columns can’t be removed. That way, a first message like Hi {{first_name}}, I'm calling to confirm your {{service}} appointment is filled in with each contact’s data.

Launching the campaign

Once the agent, at least one caller number, and the date are set, Launch campaign asks for confirmation, showing how many contacts will be called and how many will be skipped for lacking a phone. When you confirm, the campaign stays Pending until its scheduled date and then goes In progress. The campaign isn’t launched if:

• it has no contact with a phone;
• the company has no voice credit available;
• the agent or a chosen number can no longer be used for campaigns. In that case, choose another one.

Tracking progress

A launched campaign shows its results instead of the setup. If it’s scheduled, paused, cancelled, finished, or stopped by an error, a notice at the top explains it.

• Progress: a bar with how many contacts are done out of the total, and the Contacts, Calls made — retries included —, Reached, Not reached, and Queued counters.
• Outcome: how the contacts split between Reached, Not reached, Queued, and Cancelled, with their percentage.
• Campaign performance: the funnel from the contacts With a phone to the ones Called, and from there to Reached and Not reached.
• Setup: the agent, numbers, date, and dialing rules it was launched with.

In the table, the Status column shows how each contact is doing — Pending, Calling, Reached, Not reached, Retry scheduled, No phone, Paused, or Cancelled — along with how many attempts it has had. Each call also lands in the Call log with its recording and transcript.

From the CLI

The CLI covers the same cycle from the terminal and adds two things that aren’t on screen: testing the campaign against a single contact before launching it, and working with reusable contact lists (jelou voice contacts lists), built from a CSV or XLSX file and used across several campaigns.

Best practices

Start with a few rows of internal contacts. Validating the greeting, the flow, and your tools’ responses with five calls costs little; discovering a mistake after calling a thousand contacts costs far more. Test the variables before launching. If the prompt uses {{service}} and the column is empty or named differently, the agent doesn’t get that data. Mind the scheduled time. Calling outside reasonable hours lowers your answer rate and hurts how your brand is perceived. Fit the retries to the case. For a reminder, one retry after 30 minutes is usually enough; for collections, a longer wait between attempts may pay off. Turn off Voicemail if the agent already leaves a useful voicemail message. Enable voicemail detection on the agent. On outbound campaigns it’s the difference between hanging up when a recorder is detected and burning the full call time talking to a voicemail. See Agent tools. One campaign, one goal. The agent’s message should match the reason for the call; reusing the same agent across campaigns with different purposes produces conversations that don’t fit.