Voice Campaigns

Overview

Voice Campaigns allow your team to place automated outbound calls to a targeted contact list on a set schedule. Calls are handled by a virtual agent using a Guided Conversation flow, with the option to transfer callers to a live agent when needed.

To get started, navigate to CRM → Campaigns → Voice tab and click Create New Campaign.

Note: The Voice tab is only visible when the Voice feature is enabled for your organization.

Setting Up a Voice Campaign

Voice campaigns are created in two steps.

Step 1 — Campaign Details

All fields on this tab are required before you can proceed. The Save Campaign button will remain disabled until all fields are complete.

  • Campaign Name — Enter a unique name for your campaign.
  • Channel — Select Voice.
  • Outbound Line — Select the voice line calls will be placed from.
  • Contact List— Choose how to provide your contact list:
    • Select Contact List — Choose from an existing contact list in the CRM. Only contacts with a phone number and time zone defined will be included in the campaign.
    • Import Contact List — Upload a CSV file to import contacts. Each contact must have a phone number and time zone. First and last name are optional. Download the import template to ensure your file is formatted correctly. 
    • Note: Imported contacts are automatically created in the CRM and a new contact list is generated using the formula: Campaign Name - List - Date/Time. Imports will fail if any numbers are invalid, duplicated, or missing a required field. A toast message will display describing the error.
  • Opt-In & DNC Acknowledgment — Check the box to confirm: "I understand that I am required to obtain proper opt-in approval and abide by the national DNC (Do Not Call) Registry for every number dialed in this campaign." This is required to proceed.

Once all fields are complete, click Save Campaign to move to the Messages tab. Campaign details are locked after saving and cannot be edited.

Step 2 — Messages

  • Campaign Flow — Select the Guided Conversation that the virtual agent will use for calls. This field is required and searchable.
  • Call Window — Calls are restricted to between 8am and 9pm in the recipient's time zone. You may define a narrower window within those hours, but cannot exceed them.
  • Campaign Start Date/Time — Set when the campaign should begin. Must be a future date and time within the allowable call window.
  • Retry Attempts — Set how many times the dialer will retry a contact who doesn't answer. Default is 1, maximum is 3.
  • Dial to Live Agent Ratio (optional) — Set a ratio of automated calls to live agent calls. If a value other than 1 is set, the number of available agents must also be specified. Defaults to none.
  • Repeat Every (optional) — Set a recurrence for the campaign. If enabled, you must also specify when the campaign should end. Defaults to no recurrence.

Campaigns — Voice Tab

The Voice tab displays all Voice Dialer campaigns in a sortable table with the following columns:

  • Status - Campaign status
  • Channel
  • Name
  • Sent As (voice line name and number)
  • Campaign Owner
  • Contact List or CSV file name
  • # of Contacts
  • # of Calls
  • Start Date

Use the search and filter options to narrow results by campaign name, line, status, or start date.

Viewing Voice Campaign Results

Once a campaign starts, select View Campaign Results from the three-dot menu or action button to open the results page.

The results page includes:

  • Call Summary Chart— A horizontal bar chart showing:
    • Scheduled — Contacts queued for a call (excluding retries)
    • Completed — Calls where a connection was made
    • Retries — Calls queued for a retry attempt
    • Cancelled — Remaining scheduled calls when a campaign is stopped
  • Right Rail Details:
    • Action button (varies by campaign state)
    • Campaign Owner
    • Campaign Flow (Guided Conversation name)
    • Contact List
    • Total Contacts
    • Started Date/Time
    • Completed Date/Time
    • Call Window
    • Retry Attempts

Stopping a Voice Campaign

To stop a running or scheduled campaign, select Stop Campaign from the action menu. Any remaining scheduled calls will be marked as Cancelled.

Important: Voice campaigns that have been stopped cannot be restarted. A new campaign will need to be created.

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