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Voice campaigns automate outbound calling to reach prospects and customers at scale. This guide covers campaign setup, configuration, and management.

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Creating a Campaign

Navigate to Campaigns → Create Campaign

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Step 1: Campaign Details

FieldDescriptionExample
NameInternal identifier”Q1 Lead Follow-up”
DescriptionCampaign purpose”Follow up with January leads”
Start DateWhen to begin”2024-02-01”
End DateWhen to stop”2024-02-28”

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Step 2: Upload Contacts

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CSV Format

Upload a CSV file with columns for phone number, first name, last name, company, and email. A template is available for download in the platform.

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Required Fields

FieldFormatRequired
Phone NumberInternational format with country code (e.g., +1 for US)Yes
First NameTextRecommended
Last NameTextRecommended
CompanyTextNo
EmailEmailNo

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Upload Options

  • CSV Upload: Upload a CSV file
  • CRM Import: Pull contacts from your connected CRM
  • Bulk Import: Import contacts from external systems

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Step 3: Select Agent

Choose the voice agent that will handle calls:
  1. Select from existing voice agents
  2. Or create a new agent for this campaign
Create campaign-specific agents with tailored prompts for best results. A follow-up campaign agent should reference why you’re calling.

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Step 4: Configure Schedule

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Calling Hours

Set when calls are made (in contact’s local time zone):
DayStartEnd
Monday9:00 AM6:00 PM
Tuesday9:00 AM6:00 PM
Wednesday9:00 AM6:00 PM
Thursday9:00 AM6:00 PM
Friday9:00 AM5:00 PM
SaturdayDisabled
SundayDisabled

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Time Zone Handling

  • Contacts are called in their local time zone
  • System automatically determines zone from phone number
  • Override with explicit time zone in contact data

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Step 5: Set Pacing

Control call volume:
SettingDescriptionRecommended
Calls per hourMaximum concurrent callsStart with 10-20
Max attemptsRetries for unanswered2-3 attempts
Retry delayHours between attempts4-24 hours

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Step 6: Configure Outcomes

Define what constitutes success:
OutcomeTrigger
InterestedLead expresses interest
Meeting BookedAppointment scheduled
Not InterestedExplicit decline
Callback RequestedWants follow-up later
Wrong NumberNumber invalid
Opted OutRequested no contact

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Campaign Agent Configuration

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System Prompt for Campaigns

## Role
You are calling on behalf of ABC Materials to follow up with 
leads who recently inquired about our products.

## Opening
"Hi, this is Sarah from ABC Materials. I'm following up on 
your recent inquiry about [Product]. Do you have a few minutes?"

## Objectives
1. Confirm their interest
2. Understand their timeline and requirements
3. Schedule a meeting with our sales team

## Handling Objections
- "Not a good time": Offer to schedule callback
- "Not interested": Thank them, ask if future contact ok
- "Already purchased": Congratulate, offer support info

## Call Duration
Keep calls to 3-5 minutes unless prospect wants more detail.

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Personalization

Use contact data in conversations:
VariableDescriptionExample
First NameContact’s first name”Hi Sarah”
CompanyContact’s company”I see you’re with Acme Corp”
ProductProduct of interest”You recently inquired about steel beams”

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Managing Campaigns

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Starting a Campaign

  1. Review all settings
  2. Click Start Campaign
  3. Confirm start
Calls begin according to schedule and pacing settings.

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Pausing a Campaign

Temporarily stop calls:
  1. Go to campaign dashboard
  2. Click Pause
  3. All pending calls are held
Resume anytime to continue.

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Adjusting Mid-Campaign

You can modify while running:
ChangeableNot Changeable
PacingContact list
ScheduleAgent assignment
End dateStart date

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Stopping a Campaign

Permanently end a campaign:
  1. Click Stop Campaign
  2. Remaining contacts are marked incomplete
  3. Campaign cannot be restarted

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Call Handling

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Answered Calls

  1. Agent delivers opening message
  2. Conversation proceeds per system prompt
  3. Outcome is recorded
  4. Lead data is captured (if applicable)

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Voicemail

Configure voicemail handling:
OptionDescription
Leave MessageAgent leaves voicemail
Hang UpEnd call silently
CallbackSchedule retry

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Voicemail Message

“Hi [first_name], this is Sarah from ABC Materials. I’m calling about your recent inquiry. Please call us back at 1-800-ABC-MTLS or I’ll try you again soon. Thanks!”

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No Answer

After max attempts without answer:
  • Contact marked as “No Answer”
  • Removed from active queue
  • Can be re-queued manually

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Analytics

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Real-Time Dashboard

Monitor active campaigns:
  • Calls in progress
  • Today’s attempts/connections
  • Running connect rate
  • Live outcomes

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Campaign Reports

ReportContents
SummaryOverall performance metrics
Contact ListPer-contact outcomes
Time AnalysisBest performing hours/days
Agent PerformanceConversion rates

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Troubleshooting

  • Verify phone numbers are valid
  • Check calling hours match contact time zones
  • Try different times of day
  • Review caller ID settings
  • Review opening message
  • Ensure agent sounds natural
  • Check for long pauses before speaking
  • A/B test different openers
  • Verify opt-out list is current
  • Confirm calling hour restrictions
  • Review consent documentation
  • Check state-specific regulations

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Best Practices

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List Quality

  • Verify numbers before upload
  • Remove duplicates
  • Honor opt-out requests
  • Segment by priority

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Agent Optimization

  • Test with small batches first
  • A/B test different scripts
  • Monitor and adjust
  • Train on common objections

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Timing

  • Test different time slots
  • Respect lunch hours (12-1pm)
  • Avoid Monday mornings
  • Avoid Friday afternoons

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Next Steps

Monitoring

Track campaign performance

Voice Agents

Optimize campaign agents

Lead Capture

Configure data collection

Analytics

Analyze results