Campaigns

Campaigns

Campaigns

Campaigns is the tool you need to ramp up your customer engagement strategy. Once you start generating leads with your skillfully crafted landing pages, follow it up with engaging email campaigns with the help of  Campaigns.

How to create and manage Campaigns 

The Campaigns tool allows you to create, configure, and manage outbound calling campaigns efficiently. From defining campaign basics to assigning agents and lead groups, this section helps ensure your calling operations run smoothly and are properly tracked.


Navigate to the Campaigns module from the main navigation menu.
This page displays all existing campaigns along with their status, total leads, assigned staff, caller IDs, and progress. It gives you a complete overview of all active, preview, and predictive campaigns in one place.



On the Campaign List tab, review key details such as:
• Campaign status (Running / New / Pause)
• Campaign type (Progressive/ Preview / Predictive)
• Campaign name
• Total leads
• Schedule (start and end dates)
• Assigned staff
• Time zone and progress
You can also click View under the Progress column for detailed campaign insights. This helps managers quickly monitor performance and identify campaigns that need attention.


Add a New Campaign

Click the + Add Campaign button located at the top-right corner of the Campaigns page.
This action initiates the campaign creation process and opens the campaign configuration form.


Enter Basic Campaign Details

In the Basic section, fill in:
• Campaign Name
• Campaign Type (Preview, Predictive, etc.)
• Campaign Description
• Caller ID(s)

These details define the identity and dialing behavior of your campaign.


Configure Settings & Permissions

Under Settings & Permissions, configure:
• Timezone
• Start Date & End Date
• Business Hours

Ensures calls are made at appropriate times based on your target region and business availability.


Adjust Campaign Settings

In the Campaign Settings section, customize:
• Preview time
• Wrap-up time
• Maximum ring time
• Retry period
• Maximum attempts per record

You can also enable or disable:
• Allow Skipping
• Agent Scripting
• Call Recording
• Dynamic Lead Distribution

These settings control agent experience, call flow, and compliance requirements.


Configure Call Dispositions

Select applicable Disposition options such as:
• No Answer
• Busy
• Interested in Product
• Sale Closed
• Call Back Later
• Appointment Scheduled

Dispositions help track call outcomes and improve reporting and follow-ups.


Assign Staff to the Campaign

In the Staff Selection section:
• Search staff by name, email, or phone
• Select agents using checkboxes
• Sync agents if required using Sync Agents

Only assigned agents can access and work on the campaign.


Attach Contact / Lead Groups

Under Contact / Leads, select one or more lead groups to associate with the campaign.
You can also edit or delete lead groups if needed.

Leads define who agents will contact during the campaign.


Save the Campaign

Once all details are configured, click Save to activate the campaign or Cancel to discard changes.
Saving finalizes the campaign setup and makes it available for execution.



Notes
Notes & Limitations
Campaign dates must fall within valid business hours.
At least one agent and one lead group must be assigned before running a campaign.
Changes to campaign settings may not apply to calls already in progress.
Predictive campaigns require sufficient active agents to function correctly

FAQs

1. Can I edit a campaign after it starts running?
Yes, most settings can be edited, but some changes may apply only to future calls.

2. What happens if no agents are assigned?
The campaign will not run until at least one active agent is assigned.

3. Can I use multiple caller IDs in one campaign?
Yes, you can select multiple caller IDs during campaign setup.

4. Why is my campaign showing 0% progress?
This usually means no calls have been initiated or no leads have been contacted yet.

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