CommunicationsOutbound

Creating Campaigns

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Creating Campaigns

This guide walks you through creating an outbound campaign from start to finish.

Starting a New Campaign

  1. Navigate to Campaigns in the dashboard
  2. Click New Campaign
  3. Enter the basic information:
    • Name - A descriptive name for internal use
    • Description - Optional notes about the campaign’s purpose

Campaign Configuration

Basic Settings

SettingDescription
Campaign NameInternal identifier for the campaign
DescriptionNotes about purpose and goals
AgentThe AI agent that will make calls
Contact ListThe list of contacts to call
Caller IDThe phone number displayed to contacts

Selecting an Agent

Choose the agent that will handle campaign calls:

  1. Click Select Agent
  2. Choose from your existing agents or create a new one
  3. Review the agent’s configuration for outbound suitability

Outbound agents should have scripts tailored for proactive outreach rather than inbound support. Consider the conversation flow when the contact answers.

Linking Contact Lists

Connect one or more contact lists to your campaign:

  1. Click Add Contact List
  2. Select from your existing lists
  3. Configure sync settings

New contacts added to linked lists will automatically be queued for the campaign.

Campaign Scripts

Define what your agent says during campaign calls.

Opening Script

The opening is crucial for outbound calls. It should:

  • Identify who is calling
  • State the purpose clearly
  • Engage the contact quickly

Example Opening:

“Hi, this is Gail calling from Acme Insurance regarding your policy renewal. Do you have a moment to discuss your options?”

Handling Responses

Configure how your agent responds to common scenarios:

ScenarioSuggested Handling
InterestedContinue with main script
Not interestedAcknowledge and offer callback
Wrong numberApologize and update contact
BusyOffer to call back later
VoicemailLeave a message or retry

Voicemail Script

When calls go to voicemail:

  1. Enable Leave Voicemail in campaign settings
  2. Write a concise voicemail script (under 30 seconds)
  3. Include a callback number or next steps

Example Voicemail:

“Hi, this is a message from Acme Insurance about your upcoming policy renewal. Please call us back at 555-123-4567 or visit acmeinsurance.com to review your options. Thank you!”

Scheduling

Control when your campaign runs.

Campaign Schedule

Set the hours when calls can be made:

SettingDescription
Start TimeEarliest time to begin calls
End TimeLatest time to make calls
Days of WeekWhich days the campaign runs
Time ZoneTime zone for scheduling

Always respect appropriate calling hours. Most regulations prohibit calls before 8 AM or after 9 PM in the contact’s local time zone.

Contact Time Zones

Gail automatically adjusts calling times based on contact time zones:

  • Phone number area codes are used to determine location
  • Calls are only placed during permitted hours
  • Contacts in restricted hours are queued for later

Pacing

Control the rate of outbound calls:

SettingDescription
Calls per hourMaximum calls to initiate per hour
Concurrent callsMaximum simultaneous active calls
ThrottlingAutomatic slowdown if connection rates drop

Campaign Outcomes

Define the possible results of campaign calls.

Standard Outcomes

OutcomeDescription
CompletedCall achieved its purpose
Callback RequestedContact asked to be called later
Not InterestedContact declined the offer
Wrong NumberNumber doesn’t belong to intended contact
No AnswerCall was not answered
VoicemailReached voicemail

Custom Outcomes

Create outcomes specific to your campaign:

  1. Go to Campaign Settings → Outcomes
  2. Click Add Outcome
  3. Define:
    • Name - Outcome identifier
    • Description - When this outcome applies
    • Action - What happens next (complete, retry, escalate)

Example Custom Outcomes:

  • “Payment Confirmed” - Contact made a payment
  • “Appointment Scheduled” - Successfully booked an appointment
  • “Transferred to Agent” - Escalated to human agent

Launching the Campaign

Before launching:

  1. Review settings - Double-check all configuration
  2. Test calls - Make test calls to verify the experience
  3. Check contact list - Ensure contacts are properly loaded
  4. Verify schedule - Confirm calling hours are appropriate

To launch:

  1. Click Review & Launch
  2. Confirm the campaign details
  3. Click Start Campaign

Monitoring Active Campaigns

Once running, monitor your campaign from the dashboard:

  • Real-time stats - Calls made, connected, completed
  • Queue status - Contacts waiting to be called
  • Error alerts - Issues requiring attention
  • Live calls - Currently active conversations

Pausing and Resuming

You can pause a campaign at any time:

  1. Open the campaign
  2. Click Pause Campaign
  3. Calls in progress will complete, but no new calls start

To resume, click Resume Campaign.

Next Steps