Campaigns

Campaigns automate outbound calling at scale. Each phone number you supply becomes an individual task that your agent will dial.

There are two campaign types:

1. Batch – Upload a CSV of contacts and launch calls in bulk.

2. Realtime – Create a persistent campaign and push tasks via API as they arise.

Batch campaigns

Use when you have a static list of numbers to call.

Steps to create

1. Go to Campaigns → Batch and click + Create Campaign.

2. Fill out basics

   Field	Purpose
   Name	Internal label (e.g., Abandoned Cart Recovery 12 Jan)
   Agent	Which AI agent will place the calls
   Calling Number	Caller ID shown to recipients
   Priority	Normal (default) or Low ,High

3. Upload CSV (up to 5K rows).:
   • First column header must be phone and phone numbers must have respective country codes.
   • Provide context to agent in other columns as per your requirements and reference them in your prompt using column headers. (e.g., ${name}, ${orderId}).

4. Time settings
   • Timezone: Controls schedule & calling hours.
   • Start Time: Start now or schedule to start later.
   • End Time: Campaign stops and archives any pending tasks.
   • Calling Hours: Daily calling window (e.g., 10:00–20:00). Calls pause outside this window.

5. Follow up settings

   Setting	Purpose
   Retries	0 = single attempt. ≥1 = additional attempts allowed.
   Retry Interval	Gap from the last attempt’s end‑time before the next retry.
   Retry Conditions	Which call outcomes should be retried (see table below).

Realtime campaigns

Ideal for on‑demand or event‑driven calls (e.g., instant lead follow‑up).

Steps to create

1. Go to Campaigns → Realtime and click + Create Campaign.

2. Fill the same Basics (Name, Priority, Timezone).

3. Click Create – this generates a Campaign ID and a sample JSON body for create task API input.

4. Use the Create Task API to push tasks dynamically (check API reference)

{
  "phone": "+9189xxxxxxxx",      //phone number to call
  "from": "+9180xxxxxxxx",       //your agent's number
  "agent": "agent_id",
  "start": 1000,                 //10 AM
  "end": 1800,                   //06 PM
  "timezone": "Asia/Kolkata",
  "startAfter": 1748629800000,   //start time for 1st attempt
  "endAfter": 1748629800000,     //end time for this task
  "priorities": [                //attempt wise priority
    100,
    50,
  ],
  "retries": 2,                  //total attempts
  "intervals": [                 //gap between attempts
    180000
  ],
  "retryOutcomes": [             //outcomes for re-attempt
    "voicemail"
  ],
  "context": {                   //context for agent
    "name": "Tarun"
  },
  "campaign": "campaign_id"
}

Batch vs realtime campaigns

Understanding follow-up settings

Retry outcome options

Retry intervals

• Next attempt time = last_attempt + retry_interval.

• If that time falls outside Calling Hours, the attempt waits until the next window starts.

Understanding priority

Tasks follow a two‑layer priority system:

1. Between attempts (within a task)

   • In batch campaigns, first attempt of every task has the highest priority. Then second attempts share the next level, then third attempts, and so on.

   • In batch campaigns, you cannot customise attempt level priority.

   • In realtime campaigns, you can define a priority array for each task. Here the array length should be equal to number of attempts and each value in array corresponds to priority of that specific attempt.

2. Between tasks (within a campaign or across campaigns)

   • In batch campaigns, all tasks within a campaign share same priority level. However, High‑priority campaigns pre‑empt Normal campaigns.

   • If two tasks share the same priority level, the one with earlier start time is given higher priority.

Example
Your workspace has a concurrency limit (e.g., 5 simultaneous calls) and you upload 100 numbers in a batch campaign.

• The system randomly selects five tasks for their first attempt (equal priority).

• After any call ends, another first‑attempt task starts until all first attempts are done, then second attempts begin.

Campaign statuses

Campaigns display these statuses:

Campaign monitoring

Once a campaign is created, you can monitor all individual tasks within it. From the Campaigns page, clicking on a campaign opens the Task view, where each row corresponds to a task generated from your CSV (in batch campaigns) or API call (in realtime campaigns).

Calls

This tab displays a table listing all call attempts for the selected task.

Each row in the table includes:

• Call ID

• Start Time

• Attempt number

• Status

Clicking to expand any row opens full call details—just like the Call Logs page. This includes:

• Call metadata (agent, from/to, timestamp, duration, provider, cost, etc.)

• Audio recording and playback

• Transcript of the conversation

• Conversation analysis and outcome

Task details

This tab displays the configuration used for the task. It's helpful for:

• Verifying what was submitted via CSV or API (context variables, retry intervals, max retries, retry conditions, etc.)

• Troubleshooting call behavior (e.g., priority mismatch, retry delay)

Task statuses

Each task can be in one of several states:

Campaign-level controls

From the task monitoring screen, you can also:

• Pause campaign – Marks all non-completed, non-running tasks as paused.

• Resume campaign - Moves all paused tasks to queued.

• Archive campaign – Marks all non-completed, non-running tasks as archived, ending the campaign permanently.

• Update campaign – Adjust settings for non-completed, non-archived campaigns.