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Campaigns organize outbound calls to a contact batch. Configure the agent, telephony route, contacts, schedule, limits, and retry policy before starting. Starting, resuming, or redialing a campaign can place real calls.

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Prepare a campaign

1

Choose the agent

Select one agent version or a traffic split between published or archived versions. Test every version you plan to include.
2

Add the contact source

Upload or connect the intended contact batch and check that its fields map to the values the workflow expects. Use synthetic or approved test contacts during setup.
3

Set the call window

Choose an IANA time zone and the weekly days and time ranges when the campaign may call. Check the window against the local time of the people you are contacting.
4

Set rate and concurrency

Choose a calls-per-second rate and maximum concurrent calls within the organization’s limits. Confirm that the selected route has enough active caller IDs for the intended traffic.
5

Review retry behavior

Choose campaign auto-retry rules separately from the Retries review queue. Check the eligible outcomes, attempt limit, and delay before starting.
6

Start and monitor

Start only after reviewing the contact source and configuration. Use campaign progress, runs, traffic statistics, and reports to track outcomes.

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Traffic splits and version pinning

A traffic split can contain one to five unique agent/version variants. Assign whole-number percentages that total 100. The split is approximate across the campaign population because each contact is assigned to a variant using a stable selection, not because the campaign promises an exact count in every small batch. Each variant can follow the Latest published version or stay pinned to a numbered version. Latest published follows later publications; a numbered selection remains fixed. Editing the split applies to the next batch, including retries, so a contact that has not yet been called can be assigned according to the edited split. Review the split before changing it mid-campaign.

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Schedule and capacity

The schedule uses the selected time zone and weekly slots. Choose each start time before its end time. An enabled schedule has between one and fifty slots across the days of the week selected in the dashboard. The organization concurrency limit is a hard ceiling. The campaign call-rate limit is a separate setting measured in calls per second. Having fewer caller IDs than the selected concurrency produces a warning; it does not raise the organization’s concurrency limit or guarantee that every call will start at once. When the campaign reaches a calling-hours boundary, pending work may wait for an allowed time. A pause request does not itself establish that every already-active call has ended. Check campaign state and the active runs before making a follow-up change.

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Campaign auto-retries

Campaign auto-retries are configured on the campaign. You can set the maximum retry count (up to 10), retry delay (30 seconds to one hour), and whether to retry Busy, No Answer, or Voicemail outcomes. The maximum is a campaign setting and is independent of the separate Retry Review policy. If a campaign is paused, its pending retry work waits until the campaign resumes. Campaign retries follow the campaign schedule and call limits. The Retries page is a separate review workflow that checks a failed call again before starting or queueing a rerun.

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Monitor and adjust

Use the campaign page to inspect progress, call runs, reports, and traffic-split results. If the rate of failed calls changes, inspect the outcome and provider route before increasing concurrency or redialing. A call attempt can incur carrier and model usage even when it does not reach a person.