Prepare and monitor outbound call campaigns

Call campaigns schedule outbound calls to a contact group and show what happened for each target and attempt. Use a small, verified audience first: a service business might call a few customers who requested a collection reminder before expanding to the full group.

Creating a schedule makes it eligible to place real calls at the chosen time. Prepare the audience, calling behaviour and credit before submitting it.

Before you start

You need permission to view and create call campaigns; editing, starting and cancelling require campaign management access. Your workspace also needs a provisioned phone service, an available calling number and sufficient credit for applicable call and AI usage.

Prepare the group in Contacts. A schedule accepts 1–100 subscribed contacts, and every subscribed contact must have a valid international phone number. Check country codes, duplicates and the customers' communication preferences. Invalid subscribed numbers cause validation errors rather than being silently skipped. The Contacts guide explains group preparation.

Prepare and submit the schedule

1. Open Call Campaigns and the creation form. In Timing & audience, set Scheduled time and check the timezone detected from your browser. Choose Contact group, compare the subscribed count with the group you prepared, and use Open group if you need to inspect its members.
2. Continue to Call configuration and choose Strategy deliberately. Sequential all calls targets one at a time and is suitable when everyone should receive a reminder. Parallel fills available capacity, subject to the workspace and number's concurrency limits. The default Sequential until answer stops remaining eligible targets once an answer is recorded; use it only when reaching one person is enough.
3. Select Call mode, Transport and From number. AI voice can use a saved Agent profile; select an agent whose instructions you have already tested. Human places calls without an attached AI agent. Voice prompt needs pickup prompt text or a prompt asset. Choose a transport supported by your phone service. For AI calls, check Who speaks first and any voice override.
4. In Content & notes, write the Greeting message for an agent-first opening, or provide Pickup prompt text for prompt-only calls. Add Schedule notes that identify the business purpose. For example: “Collection reminder for customers who asked for a callback.” Review the actual spoken wording before continuing.
5. In Review & submit, check the audience, time, timezone, strategy, caller number and content. Choose Create schedule only when ready to authorize those calls. Scheduled is an active scheduling state, not a draft. A due or past time can begin processing shortly after creation. Use a small test group before scheduling the full audience.

Monitor calls and make changes

Open the saved campaign's Overview, Targets, Attempts and Settings tabs. Check the saved targets: they are resolved from the group when you create or update the schedule. Later contact-group edits do not automatically refresh that saved audience.

Start now begins a scheduled campaign early. Edit schedule is available only while it remains scheduled. Cancel cancels outstanding targets and requests that active calls end; it cannot undo calls already made. Verify the resulting call activity after cancelling.

Success means the intended calls were attempted with the correct content and their outcomes are recorded. An answered call does not by itself prove that the customer's business request was resolved. Review individual results and Call History where further detail is needed.

• No calls begin: check the schedule time, displayed errors, phone provisioning and available credit.
• Fewer calls run together: the workspace and number caps limit concurrency. Refill slots asks a running schedule to dispatch eligible work; it does not raise those limits.
• A customer may be called again: some missed or unanswered calls receive automatic retries. Check Next retry under Targets before scheduling another campaign.
• Only one person was reached: check whether Sequential until answer was selected.

Choose the strategy around the business outcome

For reminders that each customer should receive, use a strategy that continues across the audience. For an escalation where reaching any available contact is enough, Sequential until answer may fit. Write the intended outcome in the schedule notes so another operator can understand why the campaign stopped or continued.

Before a larger run, call two controlled test contacts with different outcomes: one answers and one does not. Review Targets and Attempts to see how those outcomes and any retries appear. Confirm the greeting identifies the business and clearly explains why the call was made.

A retry is another real call, so inspect the next retry before arranging a manual callback. Avoid having a person and a scheduled campaign contact the same customer independently about the same request.

After the campaign, separate call outcomes from business outcomes. “Answered” tells you a connection was made; it does not confirm an appointment, payment or resolved issue. Record those results in the relevant business record and use Call History for the supporting call detail.