Campaigns.

Dial modes

A campaign dials the contacts on its lead lists and hands the answered calls to the agents who have joined it. The mode decides who presses Call and how many lines ring per agent.

Predictive is in beta. It appears only when it has been enabled for your installation, and the campaign form labels it "Beta". It needs at least 5 campaign agents with a connected line (with fewer, the campaign runs as progressive), plus a seller name and a callback number in Settings for the safe-harbor message. It isn't available during a trial without a card. Power dialing is not a beta.

Persistent line

Power and predictive campaigns bridge answered calls to agents instantly, so each agent keeps a persistent line open while they're in the campaign: their softphone stays connected, parked between calls. The softphone shows "Line connected".

• Agents on a persistent line aren't offered inbound calls.
• The line disconnects after 2 minutes on break, 2 minutes after the campaign is paused or completed, when the agent leaves the campaign, or after 10 minutes without a call. The softphone shows "Line disconnected · Reconnect", and going available again reconnects it.
• Line time counts toward your carrier-spend ceiling, not your pooled minutes. See Billing & usage.

Preview and progressive campaigns don't need a persistent line: the softphone connects per call.

Pacing

• Power places up to the campaign's lines-per-agent for each available agent with a connected line, counting calls already ringing.
• Predictive estimates, from the last 30 minutes (or 300 attempts), how likely a dial is to reach a person, how long answers take and how long agents spend talking and wrapping up, then dials enough to fill the agents about to become free. It never dials more than 3 lines per agent.

A power or predictive call is abandoned when a person answers and no agent is free, or when the agent connects more than 2 seconds after the answer. The caller hears the safe-harbor message instead: see Compliance.

The predictive controller aims for 2.5 % abandoned calls. It brakes hard when the last hour runs above twice that, and switches the campaign to progressive when the 30-day rate reaches 2.8 % (over at least 50 answered calls), until it falls back under 2.3 %. The campaign dashboard's pacing panel shows the current ratio and the abandon rate over the last hour and 30 days.

All outbound dialling shares the account's call-per-second capacity; inbound calls and agents' own dials always go first, so a busy campaign can pause for a moment rather than delay them.

Retries and attempt limits

The second column shows the default. A disposition's own retry time (for example Left voicemail, 240 minutes) takes precedence. Some US states limit attempts per 24 hours further (for example Florida, Oklahoma and Maryland: 3), and the dialer applies the stricter rule.

Leads outside the calling window aren't dialled: they're rescheduled to the next time the window opens, without counting an attempt. An answered call updates its lead only once the agent has dispositioned it (or 15 minutes after it ended), so a customer who bought on the call is never dialled again.

Lead statuses

Reset leads on the campaign dashboard puts exhausted and retry leads (optionally only those with a given last outcome) back to new with their attempts cleared. It never reopens DNC, invalid, no-consent or final leads. A campaign completes by itself when no open leads and no pending callbacks remain.

Answering-machine detection and voicemail drop

On Growth and Enterprise, campaigns can detect answering machines. Choose what happens when one answers:

Agents can also press Drop VM during an outbound call to leave a message themselves. Messages live in Settings → Voicemail drops.

A pre-recorded message plays only to contacts with express written consent, or when your workspace has recorded the voicemail-drop attestation. Otherwise a machine means a plain hang-up, and Drop VM is disabled with the reason. See Compliance.

Calling window and caller ID

• Window: 09:00–20:00, Monday to Friday by default, checked in every time zone the contact could be in. Keep it inside your workspace calling hours (08:00–21:00 by default); stricter state rules always apply on top. See Compliance.
• Ring timeout: at least 20 seconds (25 by default).
• Caller ID: one fixed number, or local presence. See Phone numbers & caller ID.
• Required consent: none, express, or express written. See Compliance.
• Recording policy, wrap-up time, script, dispositions and preview timeout are set per campaign too.

Lead lists

Contacts reach a campaign through its lead lists. Import a CSV from Contacts → Import (up to 20 MB): upload, map columns, pick an existing or new list, choose whether rows that match existing contacts are skipped or update them, and start. The import runs in the background with live progress, and shows every row it couldn't import. Numbers are normalised with your workspace's country, and numbers on a DNC list are counted separately.

The importer suggests a mapping from your header names. These are the fields you can map to:

phone,first_name,last_name,company,timezone,region,consent_type,custom.plan
+14155550148,Alex,Morgan,Example Co,America/Los_Angeles,CA,express_written,Pro
(312) 555-0199,Riley,Brooks,Example Co,,IL,none,Basic

Leads can also arrive over the API: POST /api/v1/campaigns/{id}/leads adds up to 1,000 contacts at a time to the campaign's own list. See REST API.

Scripts

Write scripts in Scripts: plain text with blank lines between paragraphs and - for bullets. Merge fields fill in from the call:

• {{contact.first_name}}, {{contact.last_name}}, {{contact.full_name}}, {{contact.company}}, {{contact.phone}}, {{contact.email}}, {{contact.city}}, {{contact.region}}
• {{contact.custom.your_key}} for custom fields
• {{agent.name}}, {{agent.first_name}}, {{tenant.name}} (your workspace name), {{campaign.name}}

The editor has a merge-field picker and a live preview with a sample contact. Missing values are highlighted so the agent sees the gap. Attach a script to a campaign or a queue, and agents see it in the Script tab of the screen-pop.

Hi {{contact.first_name}}, this is {{agent.first_name}} from {{tenant.name}}.
I'm calling about your plan renewal.

- Confirm the renewal date
- Offer the annual plan

Dispositions

A disposition records how a call ended and decides what happens to the lead next. Every workspace starts with these; manage them in Settings → Dispositions, and pick a subset per campaign.

Each disposition has a category, a scope (inbound, outbound or both) and flags: success, final (closes the lead), requires callback (opens the callback picker), adds to DNC, and an optional retry after time.

Run a campaign

1. 01

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   Create it

   In Campaigns, press New campaign: name, mode, lists, agents, caller ID, required consent, script, dispositions, wrap-up, attempts and retries, calling window, answering-machine detection and recording.

2. 02

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   Start it

   The first start asks for a compliance attestation: that your lists are lawful, you hold the consent you configured, you scrub against DNC, and you're responsible for calling hours. Your workspace owner must also have accepted the terms.

3. 03

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   Agents join

   Assigned agents open Campaign in the agent workspace and press Join campaign. Power and predictive connect their persistent line.

4. 04

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   Watch it

   The campaign dashboard shows live numbers, the pacing panel, lead statuses, agents and recent attempts. Pause, complete or archive it from there.

When an active campaign isn't dialling, the dashboard shows why. It resumes by itself once the reason clears.