Deploy

Campaign operations guide

Prepare, launch, monitor, and evaluate outbound campaigns from the dashboard, including automatic callbacks and evidence based results.

Before you create a campaign

A tested voice agent with status Live.
A Ready phone number with Outbound or Both direction, assigned to that same agent.
A lawful reason to contact every recipient and an approved calling script.
An INR wallet balance large enough for the expected attempts and retries.
A CSV with international E.164 phone numbers, for example +919876543210.
A written campaign goal and an observable success condition.

⚠️

Run a small internal pilot before uploading a production audience. Test voicemail, silence, opt-out requests, interruptions, tool failures, callbacks, and the final call ending.

Prepare the contact CSV

The first row must contain column names. A phone or phone_number column is required. Name, email, and company are optional. Every additional column becomes a custom field that the agent can use during the call.

csv

phone_number,name,email,company,plan,renewal_date
+919876543210,Aarav Sharma,aarav@example.com,Acme India,Enterprise,2026-10-15
+919876543211,Meera Nair,meera@example.com,Northstar Retail,Growth,2026-11-01

Rule	Requirement
Phone	Required. Use + followed by country code and number; do not use local-only numbers.
File size	Maximum 25 MB.
Contacts	Maximum 1,00,000 rows per CSV.
Duplicate recipients	The upload reports duplicates instead of silently calling them twice.
Custom fields	Use short, relevant values. Do not upload credentials or unnecessary personal data.

Create and start the campaign

Open Campaigns

Go to Dashboard → Campaigns and choose Create campaign.

Choose the route

Enter a clear campaign name, select the Live assistant, and choose a Ready outbound caller ID assigned to that assistant.

Upload contacts

Drop the CSV into the upload step. Resolve every invalid phone number before continuing.

Set schedule and pacing

Choose Send now or Schedule, confirm Asia/Kolkata or the intended timezone, set the local call window, daily limit, concurrent calls, maximum attempts, and retry gap.

Set safeguards and outcomes

Keep opt-out protection enabled, configure consent and voicemail behavior, define the campaign goal and success criteria, and enable automatic callbacks when requested follow-ups should be scheduled.

Review and launch

Pass every readiness check and launch. Processing continues on the server after the browser is closed.

Pacing and retry controls

Setting	What it controls	Operational guidance
Timezone	How scheduled start and calling hours are interpreted.	Use the recipient's operating timezone.
Local call window	Hours in which new calls may start.	Choose a permitted and appropriate window for the audience.
Daily limit	Maximum contacts attempted per campaign day.	Start with a pilot batch, then increase after reviewing quality.
Concurrent calls	Maximum simultaneous campaign calls.	Keep within organization, number, and provider capacity.
Max attempts	Maximum tries for one contact.	Use the smallest number justified by the workflow.
Retry gap	Minimum wait before an eligible retry.	Avoid aggressive retry intervals.

Campaign lifecycle and controls

Status	Meaning
Draft	Created but not launched.
Scheduled	Waiting for the selected start time or call window.
Running	Eligible contacts are being dispatched within pacing limits.
Paused	No new calls start; active calls are allowed to finish.
Completed	No campaign work remains.
Cancelled	Remaining queued work was permanently stopped.
Failed	The campaign stopped because of an operational error that needs review.

Action	Effect
View results	Opens the dedicated campaign outcome workspace.
Pause	Stops new calls from starting. Active calls continue.
Resume	Continues eligible queued and retry-wait contacts.
Cancel	Permanently stops remaining campaign work.

Read the campaign results page

Metric	How to interpret it
Contact coverage	Uploaded contacts and the percentage with a classified outcome.
Pickup rate	Connected call attempts divided by all call attempts.
Goal rate	Contacts marked Qualified or Resolved divided by all campaign contacts.
Campaign cost	Total customer call charge in Indian rupees, with cost per achieved goal.
Verified results	Business events such as bookings and payments that have confirmation evidence.
Attributed revenue	Verified payment or revenue amounts displayed in INR.
QA score	Weighted score for connection, classification, goal completion, and follow-up handling.

The conversion funnel shows how contacts move from uploaded to attempted, connected, classified, goal achieved, and verified. The campaign trend shows attempts, connections, and goals by day.

Review each contact

Filter the audience

Search by name, phone, email, or company. Filter by outcome or callback status.

Check delivery

Review queued, active, completed, retry, failed, suppressed, and cancelled states plus the last error.

Validate the outcome

Read the evidence level and quoted transcript evidence. Change the outcome when a human review finds a mistake.

Open the call

Choose Review transcript & recording to inspect the complete call, ending reason, usage, and INR charge.

Confirm business value

Record a verified appointment, booking, payment, revenue result, or qualified lead. Payment and revenue results require an external transaction reference.

Export

Apply any filters and choose Export CSV to download the same operational view for analysis or CRM reconciliation.

Automatic callbacks

When automatic callbacks are enabled and a caller asks to be contacted later, the platform schedules the follow-up in the campaign timezone. The callback continues without requiring the campaign page to stay open.

Callback state	Action
Scheduled	The callback is waiting for its requested time.
Calling	The callback attempt is currently active.
Retrying	The previous callback attempt was eligible for another try.
Completed	The callback workflow finished.
Needs attention	Automatic processing could not safely continue; review the contact and last error.
Cancelled	The callback will not run.

Evidence, reanalysis, and the QA scorecard

System confirmed evidence comes from verified tools, callbacks, or business events.
Inferred evidence comes from transcript analysis and should be reviewed for high value decisions.
Human reviewed evidence records an operator's corrected outcome.
Rerun analysis processes available call evidence again after prompts, extractors, or historical records have been corrected.
Scorecard weights must total 100. Use higher goal weight when business completion matters more than raw pickup rate.

💡

A high QA score indicates that the configured observable checks passed. It does not replace transcript review, compliance review, or confirmation from the business system of record.

INR cost and revenue reporting

Campaign cost, cost per goal, call charges, and attributed revenue are shown in Indian rupees (INR). Historical USD call costs are converted with the platform billing exchange rate before they are included in campaign totals.

text

campaign cost (INR) = sum of customer call charges converted to INR
cost per goal (INR) = campaign cost / (qualified + resolved contacts)
attributed revenue (INR) = sum of verified payment and revenue events

Troubleshooting

Symptom	What to check
Campaign will not launch	Agent is Live; caller ID is Ready, outbound capable, and assigned to the same agent; CSV has valid contacts; wallet and call capacity are available.
Campaign is running but no call starts	Current local time is inside the call window; daily limit is not exhausted; campaign is not paused; eligible contacts remain.
Many contacts are suppressed	Review opt-out data, duplicate numbers, CSV phone formatting, and organization suppression records.
Many calls fail	Open the contact's last call, inspect the ending reason, confirm carrier route and number readiness, then pause before retrying at scale.
Outcomes remain Unknown	Confirm transcripts are available, run Rerun analysis, and review whether the campaign goal and success criteria are explicit.
Callback needs attention	Open the contact row, inspect the callback error and requested time, correct the blocking issue, then handle the follow-up manually if needed.
Result total looks stale	Wait for active calls to finish and post-call analysis to complete, then refresh or rerun analysis.

Campaign API automation

Teams that create campaigns from a CRM can use the Campaigns endpoints in the interactive API reference at /docs/api. Use calls:trigger to create, upload, launch, review, and control campaigns; use read to retrieve progress and results.

💡

Use an idempotency key when creating a campaign, keep API keys on the server, and store external booking or payment references so verified results can be reconciled safely.