Creating a Campaign

Create and configure a campaign to reach many leads on phone, WhatsApp, or SMS.

Prerequisites

Depends on the channel:

• Call: OUTBOUND assistant with a phone number, minutes balance
• WhatsApp: Connected sender + approved template, chat credits
• SMS: SMS-capable from-number (SMS campaigns may be temporarily unavailable)
• Leads ready to import or add manually

Campaign Setup

1. Basic Information

Campaign Name: Descriptive name for easy identification
Channel: Call, WhatsApp, or SMS
Call only — Assistant: Which OUTBOUND AI assistant will dial

2. Scheduling Configuration

Schedule windows

Prefer one or more daily windows (start / end as HH:MM):

• Multiple intervals allowed (e.g. 09:00–12:00 and 14:00–18:00)
• Overnight windows when end is earlier than start (e.g. 16:00→02:00)
• Optional scheduled start datetime to auto-start later

Legacy single start/end times still work and map to one window.

Allowed Days

Select which days of the week to send/call:

• Default: Monday through Sunday
• Business only: Monday through Friday
• Custom: Choose specific days

3. Retry Settings

Basic Retry Options

• Max retries: 1-5 attempts for unanswered calls (default: 3)
• Retry interval: 10-4320 minutes between attempts (default: 60 minutes)

Advanced Retry Conditions

Retry on Voicemail:

• Enabled: Continue calling until human answers
• Disabled: Count voicemail as attempted contact

Retry Until Goal Completed:

• Enabled: Keep calling until objective is achieved
• Goal variable: Select boolean variable from assistant's post-call schema
• Use case: Sales calls, appointment booking, lead qualification

4. Lead Management

Adding Leads

Manual Entry:

• Add individual leads with phone numbers
• Include names and additional contact information

CSV Import:

• Upload spreadsheet with lead information
• Required: Phone number column
• Optional: Name, email, additional fields

Integration Import:

• Import from GoHighLevel, Google Sheets, or other connected platforms
• Automatic sync with external lead sources

Secondary Contacts

Call campaigns only — additional phone numbers for the same lead:

• Use case: Multiple decision-makers, backup contacts
• Logic: Campaign tries secondary numbers if the primary does not connect
• Not available on WhatsApp/SMS campaigns

5. WhatsApp / SMS (text channels)

WhatsApp

• Select sender + approved template
• Map template placeholders to lead variables
• Set messages per minute (1–10). Across all your active WhatsApp campaigns, at most 10 sends are in flight at once.

SMS

• Select SMS-capable from-number and message body ({{variable}} placeholders)
• Rate via messages per minute

Call → text fallback (call campaigns)

• After a lead hits max call retries, optionally send a WhatsApp template or SMS once
• Missing chat credits skip that fallback send; the call campaign keeps dialing other leads

Starting Your Campaign

Pre-launch Checklist

• Channel config complete (assistant / WhatsApp template / SMS number)
• Sufficient balance (minutes and/or chat credits)
• Leads added with valid phone numbers
• Schedule windows and days set
• Retry (and optional fallback) match your goals

Launch Process

1. Review settings one final time
2. Click "Start Campaign" to begin
3. Monitor progress in campaign dashboard
4. Adjust settings if needed (pause campaign first)

Campaign Monitoring

Real-time Status

• Calls in progress: Currently active calls
• Calls completed: Finished calls with outcomes
• Leads remaining: Contacts still to be called
• Next call time: When next call will be made

Monitoring Progress

Track lead status and call results in the campaign dashboard. See Campaign Overview for detailed status explanations.

Managing Active Campaigns

Pausing a Campaign

• Immediate stop: Current call completes, no new calls start
• Resume capability: Can restart without losing progress
• Use cases: Adjust settings, review results, temporary pause

Modifying Settings

1. Pause the campaign first
2. Edit configuration as needed
3. Save changes
4. Resume campaign to continue with new settings

Adding More Leads

• Add to active campaign: New leads join existing retry queue
• Import additional contacts: CSV or integration import
• Secondary contacts: Add backup numbers for existing leads

Best Practices

• Conservative scheduling: Business hours, respect time zones
• Start with 2-3 retries: Monitor and adjust based on feedback
• Clean lead data: Valid numbers, remove duplicates
• Compliance: Follow local regulations and opt-out requests