Set up a campaign

Campaigns enable your deployed agents to make outbound calls to a list of contacts. You can use campaigns for sales outreach, customer follow-ups, appointment reminders, surveys, and other automated calling scenarios.

Before creating a campaign, consider the following:

What is your goal? Define the purpose of your campaign, such as appointment confirmations, payment reminders, customer satisfaction surveys, or lead qualification. This determines the agent template and prompt you should use.

Who are you calling? Only call contacts who have given consent to be contacted. This includes existing customers with opted-in consent, leads who requested information, or users who have an existing relationship with your business.

When should you call? Call during business hours in your customer's time zone. Avoid meal times and respect do-not-call hour restrictions in your region.

When you create a campaign, you select a deployed agent and provide a contact list. The agent calls each contact in the list using the imported phone number you specify as the caller ID. You can include template variables in your contact list. The agent references these variables during conversations through the LLM's system prompts and greeting messages.

• An imported phone number to use as caller ID. If you are using Twilio, see Set up SIP trunk first.
• A deployed agent configured for your use case
• A contact list in CSV format with required phone numbers

To create a new campaign:

1. In Agent Studio, select Campaign from the sidebar.

   

2. Click Create Campaign.

   

3. Configure the campaign details:

   • Campaign Name: Enter a descriptive name to identify this campaign.
   • Phone Number: Select the imported phone number to use as the outbound caller ID.
   • AI Agent: Select the deployed agent that will handle the calls.

4. Upload your contact list in the Contacts List panel. Click Select File or drag and drop a CSV file into the upload area. See Contact list format for requirements.

   info

   Maximum file size: 25 MB. Maximum rows: 50,000.

5. Configure launch timing:

   • Launch Campaign Now: Start calling contacts immediately after creation.
   • Schedule for Later: Set a specific Campaign Start Time, Timezone, and Call Window to control when calls are made.

6. Configure call settings:

   

   • Hang-up Configuration

     • End of conversation: Hang up when the conversation naturally ends.
     • Voicemail Detection: Allows the agent to detect voicemail systems and hang up the call.
     • Silence hangup: End the call after a period of silence.
     • Silence Timeout (seconds): Duration of silence before ending the call. Default: 120 seconds.
     • Max Call Duration (seconds): Maximum length for a conversation. Default: 300 seconds.
     • Ring Duration (seconds): Maximum time to wait for call connection. The call stops ringing if not connected within the specified duration. Default: 30 seconds.

   • Transfer Call to Human: Transfers the call to a human agent when needed or requested by the caller. When enabled, configure the following:

     • Transfer Phone Number: The phone number to transfer the call to, in E.164 format.
     • Transfer Criteria: Describe when the agent should transfer the call to this number.

   • Transcripts & Recording

     

     • Store Transcripts: Automatically saves the conversation text for review.
     • Store Call Recording: Automatically saves the call audio recording for review.

   • Call Analysis

     • Post Call Data Extraction: Automatically extracts structured outputs from calls according to your business needs.

7. Click Schedule Campaign to save your campaign.

Compliance

Outbound calling is subject to legal requirements that vary by region. In the United States, the Telephone Consumer Protection Act (TCPA) requires written consent for marketing calls. Always identify your business name and provide a callback number. Honor do-not-call requests immediately and respect calling hour restrictions (8 AM to 9 PM in the recipient's time zone). Consult your legal team before running large outbound campaigns.

Your contact list must be a CSV file with the following requirements:

• phone_number (required): Phone numbers in E.164 format. For example, +1234567890.
• Add columns for variables you want to use in your agent's prompts. Column names become variable names available in your Prompt configuration.
• To override agent settings per contact, add columns like prompt_override.

You can download a template from the Contacts List panel by clicking Download Template.

The following is an example of a contact list for appointment confirmation:

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phone_number,name,appointment_time,preferred_language

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+19168888860,John Doe,2025-01-15 10:00 AM,English

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+19168888861,Jane Smith,2025-01-15 11:00 AM,Spanish

In this example, the agent can reference {{name}}, {{appointment_time}}, and {{preferred_language}} in its system prompts and greeting messages when calling each contact.

To view and manage your campaigns:

1. In Agent Studio, select Campaign from the sidebar.
2. The Campaign page displays all your campaigns with their current status and progress.
3. Use the Actions menu to:
   • Edit: Modify scheduled campaigns before they start.
   • View Results: Review completed campaign performance.
   • Delete: Remove campaigns.

• Analytics: View performance metrics for your campaigns
• Call History: Review individual call transcripts and outcomes