Campaigns

Campaigns automate outbound calling and messaging to groups of contacts. Use campaigns to reach your audience with AI-powered voice assistants or SMS messages, track results, and scale your outreach efficiently.

Common Use Cases

Key Benefits

Creating Your First Campaign

Follow these simple steps to create and launch your first campaign. The process is straightforward and takes just a few minutes.

Step 1: Basic Information

1. 1

   Navigate to Campaigns: Go to Campaigns in the main navigation and click Create Campaign.

2. 2

   Enter Campaign Name: Give your campaign a descriptive name (e.g., "Q1 Lead Follow-up" or "Appointment Reminders - March").

   Tip: Use clear, descriptive names so you can easily identify campaigns later.

3. 3

   Select Phone Number: Choose the phone number this campaign will use. This number must already be purchased in your Numbers section.

   Important: The number you select determines the caller ID for outbound calls. Choose a number that represents your brand well.

Step 2: Choose Campaign Type

Select whether this campaign will be Inbound or Outbound. The available options depend on your selected phone number's capabilities.

Step 3: Select Target Audience (Outbound Only)

For outbound campaigns, you must select which contacts to reach using Flags. Flags are tags you assign to contacts to group them.

Step 4: Save Your Campaign

Click Create Campaign to save. Your campaign will be created with a Pending or Active status depending on your settings.

Editing Campaigns

You can edit campaigns at any time to update settings, change the target audience, or modify the campaign name.

How to Edit

1. Go to Campaigns: Navigate to the Campaigns section in your dashboard.

2. Find Your Campaign: Locate the campaign you want to edit in the campaigns list.

3. Click Edit: Click the Edit button (pencil icon) in the Actions column for that campaign.

4. Make Changes: Update any fields you want to change:

   • Campaign Name: Change the name to better reflect the campaign's purpose
   • Phone Number: Switch to a different number (if needed)
   • Campaign Type: Change between inbound/outbound (if your number supports it)
   • Flags: Update which flags/contacts to target (for outbound campaigns)
   • Status: Change campaign status (see status management below)

5. Save Changes: Click Update Campaign to save your changes.

Managing Campaign Status

Campaigns have different statuses that control their behavior. You can change a campaign's status by editing it.

How to Change Status

1. Go to Campaigns and find the campaign you want to modify
2. Click Edit on that campaign
3. In the edit form, find the Status dropdown (if available) or change it through the status field
4. Select the new status you want
5. Click Update Campaign to save

Canceling or Deleting Campaigns

You can cancel or delete campaigns that are no longer needed. Here's how to handle each scenario:

To Cancel a Campaign

To stop an active campaign without deleting it:

1. Edit the campaign (see Editing Campaigns above)
2. Change the status to Paused or Inactive
3. Save the changes

This stops the campaign from processing new contacts but keeps it in your list for reference or to resume later.

To Delete a Campaign

To permanently remove a campaign:

1. Go to Campaigns and find the campaign you want to delete
2. Click the Delete button (trash icon) in the Actions column
3. Confirm the deletion when prompted

Best Practices

Before Launching

• Test with Small Groups: Always test campaigns with a small subset of contacts (5-10) before scaling. Verify that calls/messages work correctly and the content is appropriate.
• Verify Flags: Make sure your selected flags have contacts assigned. Check the contact count before launching to avoid empty campaigns.
• Check Wallet Balance: Ensure you have sufficient wallet balance or plan minutes to cover the campaign. The system will estimate costs before launching.
• Review AI Assistant: For voice campaigns, make sure your AI assistant (prompt) is properly configured and tested. Review the first message and content instructions.
• Verify Phone Number: Confirm your selected phone number is active and has the correct capabilities (voice/SMS) for your campaign type.

During Campaign

• Monitor Progress: Regularly check the Calls section to see how your campaign is performing.
• Review Call Logs: Listen to call recordings or read transcripts to ensure your AI assistant is performing as expected.
• Watch for Issues: Monitor for failed calls, low answer rates, or other issues that might indicate problems.
• Adjust as Needed: Don't hesitate to pause a campaign if you notice issues. You can edit and resume after making corrections.

Campaign Optimization

• Use Descriptive Names: Name campaigns clearly so you can easily identify them later (e.g., "Q1 Lead Follow-up - March 2024").
• Segment Your Audience: Use flags effectively to target specific groups. Don't send the same message to everyone.
• Time Your Campaigns: Consider time zones and optimal calling times for your audience to improve answer rates.
• Follow Compliance: Ensure you comply with Do Not Call (DNC) lists and telemarketing regulations in your region.
• Track Results: Review campaign performance regularly to identify what works and optimize future campaigns.

Troubleshooting

Campaign has no contacts to reach

Possible Causes & Solutions:

• No flags selected: For outbound campaigns, you must select at least one flag. Go to edit the campaign and select flags that have contacts assigned.
• Flags have no contacts: The flags you selected don't have any contacts assigned. Check your Flags section and assign flags to contacts, or select different flags.
• Wrong campaign type: Make sure you've selected the correct campaign type (inbound vs outbound) for your use case.

Calls are failing or not connecting

Checklist:

• Wallet balance: Check if you have sufficient wallet balance or plan minutes. Add funds if needed.
• Phone number capabilities: Verify your selected number supports the campaign type (voice/SMS) you're trying to use.
• Contact phone numbers: Ensure your contacts have valid, correctly formatted phone numbers.
• Provider errors: Check the Calls section for specific error messages from the provider.
• Number status: Confirm your phone number is active and not suspended.

Low answer rate or poor response

Improvement Tips:

• Call timing: Call during business hours and optimal times for your audience. Avoid early mornings, late nights, or weekends unless appropriate.
• Caller ID: Use a local or recognizable phone number. People are more likely to answer calls from numbers they recognize.
• AI assistant quality: Review and improve your AI assistant's first message and content. Make it engaging and clear about the purpose of the call.
• Contact quality: Ensure your contact list is up-to-date and contains valid, opted-in contacts.
• Compliance: Respect Do Not Call lists and ensure you have permission to contact recipients.

Campaign stuck in Pending or Failed status

Troubleshooting Steps:

• Pending status: Change the status to Active to start the campaign. Pending campaigns don't process contacts automatically.
• Failed status: Review the campaign configuration. Check wallet balance, number capabilities, and contact availability. Fix any issues and change status back to Active.
• Check logs: Review call logs and error messages in the Calls section for specific error details.
• Verify setup: Ensure all required fields are filled (name, number, type, flags for outbound) and valid.

Can't edit or change campaign settings

Possible Issues:

• Permissions: Verify you have campaigns_edit permission. Contact your administrator if you don't have access.
• Campaign status: Some campaigns in certain statuses (like Complete) may have limited editing options. Try changing the status first.
• Browser issues: Try refreshing the page or clearing your browser cache if the edit form isn't loading properly.
• Contact support: If issues persist, there may be a system problem. Contact support for assistance.

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