Campaigns

Campaigns

Outbound voice and messaging campaigns.

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Overview

Campaign management enables proactive outreach to customers via voice calls, SMS, and other channels.

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Campaign Types

Voice Campaigns

Type	Description	Best For
Preview	Agent reviews record before dialing	Complex sales, sensitive calls
Progressive	Auto-dial when agent available	Balanced efficiency
Predictive	Algorithm predicts agent availability	High-volume campaigns
Power	Dial multiple numbers per agent	Maximizing throughput

Digital Campaigns

Type	Description
SMS Blast	One-way SMS messages to list
SMS Interactive	Two-way SMS conversations
Email	Email campaigns with tracking
WhatsApp	WhatsApp Business messages

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Creating Voice Campaigns

Basic Configuration

Campaign: Customer Satisfaction Survey
Type: progressive

General:
  name: Q1 Customer Survey
  description: Post-purchase satisfaction survey
  queue: outbound_surveys

Contact List:
  source: crm_export
  list_id: recent_customers_q1
  total_records: 5,000

Schedule:
  start_date: 2024-02-01
  end_date: 2024-02-28
  days: [Mon, Tue, Wed, Thu, Fri]
  hours: 10:00-18:00
  timezone: America/New_York
  respect_dnc: true
  respect_timezone: true

Dialer Settings

Dialer Configuration:
  type: progressive

  pacing:
    calls_per_agent: 1    # Progressive: 1, Predictive: algorithm
    wait_for_available: true

  retry:
    no_answer:
      attempts: 3
      interval: 2h
    busy:
      attempts: 3
      interval: 30m
    voicemail:
      leave_message: true
      message_id: survey_vm_001

  call_handling:
    max_ring_time: 30s
    answering_machine_detection: true
    amd_action: leave_voicemail

Predictive Dialer

Predictive Settings:
  algorithm: adaptive

  targets:
    abandon_rate: 3%    # Maximum acceptable
    agent_utilization: 85%

  parameters:
    min_agents: 5
    max_lines_per_agent: 3
    avg_handle_time: 180s    # Used for predictions

  compliance:
    max_abandon_rate: 3%
    abandoned_call_message: true
    tcpa_compliant: true

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Contact Lists

Uploading Lists

Contact List: Q1 Customers
Source: csv_upload

Fields:
  - name: phone
    type: phone
    required: true
  - name: customer_name
    type: string
  - name: customer_id
    type: string
  - name: last_purchase
    type: date
  - name: product
    type: string

Deduplication:
  enabled: true
  key: phone

DNC Check:
  enabled: true
  remove_matches: true

List Management

Action	Description
Import	Upload new list
Append	Add records to existing list
Export	Download list with results
Scrub	Remove DNC numbers
Dedupe	Remove duplicates

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Scripts

Call Scripts

Script: Customer Survey
Sections:
  - name: Introduction
    content: |
      Hello, this is {{agent_name}} calling from Acme Corp.
      Am I speaking with {{customer_name}}?

  - name: Survey Questions
    type: form
    questions:
      - question: "On a scale of 1-10, how satisfied are you with your recent purchase?"
        field: satisfaction_score
        type: number
        required: true

      - question: "Would you recommend us to a friend?"
        field: recommend
        type: yes_no
        required: true

      - question: "Any additional feedback?"
        field: feedback
        type: text
        required: false

  - name: Closing
    content: |
      Thank you for your time, {{customer_name}}.
      Have a great day!

Script Variables

Available variables in scripts:

Variable	Description
{{agent_name}}	Current agent name
{{customer_name}}	Contact name from list
{{customer_id}}	Customer identifier
{{campaign_name}}	Current campaign
{{call_time}}	Time of call

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SMS Campaigns

Creating SMS Campaign

Campaign: Appointment Reminders
Type: sms_blast

Message:
  template: |
    Hi {{customer_name}}, this is a reminder of your
    appointment on {{appointment_date}} at {{appointment_time}}.

    Reply CONFIRM to confirm or RESCHEDULE to change.

  sender_id: ACME
  character_limit: 160
  split_long: true

Schedule:
  trigger: 24_hours_before_appointment
  window: 9:00-20:00

Opt-Out:
  keywords: [STOP, UNSUBSCRIBE, CANCEL]
  confirmation: "You have been unsubscribed. Reply START to resubscribe."

Two-Way SMS

Campaign: Order Status Updates
Type: sms_interactive

Auto-Responses:
  - keyword: STATUS
    response: "Your order {{order_id}} is {{order_status}}. Expected delivery: {{delivery_date}}"

  - keyword: HELP
    response: "Reply STATUS for order status, CANCEL to cancel, or call 1-800-XXX-XXXX"

  - keyword: CANCEL
    action: route_to_agent
    queue: order_support

Fallback:
  no_match: "Sorry, I didn't understand. Reply HELP for options."

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Campaign Monitoring

Live Dashboard

Metric	Description
Dialed	Total numbers dialed
Connected	Successful connections
Connect Rate	% of dials that connected
Conversions	Successful outcomes
Abandon Rate	% abandoned (predictive)
Agents Active	Currently on campaign

Campaign Controls

Action	Description
Start	Begin campaign
Pause	Temporarily stop
Resume	Continue after pause
Stop	End campaign
Adjust Pacing	Change dialer settings live

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Compliance

Do Not Call (DNC)

DNC Configuration:
  internal_dnc:
    enabled: true
    auto_add_requests: true

  national_dnc:
    enabled: true
    check_frequency: daily

  state_dnc:
    enabled: true
    states: [CA, TX, FL]

  scrub_before_dial: true
  scrub_frequency: real_time

TCPA Compliance (US)

TCPA Settings:
  calling_hours:
    start: 8:00
    end: 21:00
    timezone: contact_local

  consent:
    require_express_consent: true
    consent_field: tcpa_consent

  abandoned_calls:
    max_rate: 3%
    play_message: true
    message_id: tcpa_abandon_message

  caller_id:
    display: company_number
    ani_required: true

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Results & Reporting

Campaign Results

Campaign Results Export:
  fields:
    - phone
    - customer_name
    - call_result
    - disposition
    - agent
    - call_duration
    - survey_responses
    - timestamp

  filters:
    - result: [connected, voicemail, no_answer]
    - date_range: campaign_duration

  format: csv

Analytics

Report	Metrics
Performance	Connect rate, conversion rate, avg handle time
Agent	Calls per hour, conversion by agent
Time Analysis	Best times to call
List Quality	Bad numbers, DNC hits

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Related

• Queue Management — Queue configuration
• Agent Console — Agent experience
• Channels — Channel configuration