Campaign Manager

Run AI-powered outbound campaigns across voice, SMS, and WhatsApp. The system dials your contacts, holds real conversations, scores engagement in real-time, retries intelligently based on interest level, and generates comprehensive reports — fully automated.

Creating a Campaign

Go to Campaigns → New Campaign. The creation wizard has 4 steps:

Step 1: What & Who

Define what this campaign is about and how the AI should approach calls.

• Template quick-start: Choose from pre-built templates (Lead Qualification, Appointment Setting, Payment Reminder, Survey, Re-engagement) to auto-fill best-practice settings.
• Campaign name
• AI Objective: The core briefing passed to the AI for every call. Describe the goal, what to ask, and desired outcomes. Example: Qualify leads for product demo. Ask about budget, timeline, decision-maker. If interested → book meeting.
• Opening message: The first thing the AI says when the call connects. Supports variables: Hi {{name}}, this is Sarah from Acme...
• Qualifying criteria: Conditions the AI evaluates during the conversation (one per line).
• Tone: Professional, casual, formal, enthusiastic, or empathetic.
• Interest keywords: Words that instantly flag a contact as "Interested".
• Tags: For organizing and filtering campaigns.

Step 2: AI & Handler + CRM Integration

Configure how the campaign connects to your AI agents, phone infrastructure, and CRM.

• AI Handler: Select an Agent (direct conversation) or Flow (structured routing with branching logic).
• CRM Pipeline: Link to a pipeline so "Interested" contacts auto-create deals at a specific stage.
• Outcome actions: Map outcomes to CRM lifecycle changes (e.g., Interested → SQL, Not Interested → Inactive).
• Fields to collect: Define data the AI should extract during conversations (Budget, Timeline, Decision Maker, Company Size, etc.). Extracted data is saved to CRM contact records.
• Primary channel: Voice, SMS, WhatsApp, or Email.
• Multi-channel sequence: Enable to chain channels (e.g., Voice → SMS follow-up → WhatsApp).
• Outgoing number: Select from configured channels.
• Caller ID strategy: Fixed (always same number), Local Presence (match contact area code), Round Robin (rotate through pool), or Best Reputation (lowest spam score).

Step 3: Delivery Settings

• Schedule: Start/end time and active days. Calls only go out within these windows, respecting the campaign timezone.
• Concurrency: How many contacts to dial simultaneously (1–50).
• Max attempts: How many times to retry a contact (1–10).
• Hourly cap: Maximum calls per hour (prevents overwhelming your team or contacts).
• Voicemail detection (AMD): When voicemail is detected, choose: drop a pre-recorded message, leave an AI-generated message, hang up, or skip and retry later.
• Pacing mode: Manual (fixed concurrency), Adaptive (auto-adjusts based on answer rates and sentiment), or Aggressive (maximize throughput).
• Campaign goal: Auto-complete when a target is reached — stop at X interested, X calls completed, or X% completion rate.

Step 4: Review & Launch

Review the full configuration summary. Create the campaign (starts in Draft status), then add contacts via CRM audience, paste, or CSV upload. Launch when ready.

Adding Contacts

Three ways to add contacts to a campaign:

• CRM Audience: Select a saved segment or build a filter (lifecycle, lead score, tags, last contact date). Preview contacts before adding.
• Paste numbers: One per line, optionally with name: +91XXXXXXXXXX, Rahul Kumar
• CSV upload: Upload a file with a phone column. All other columns become contact variables available to the AI.

Contacts are resolved through the CRM — duplicates are automatically detected, and the same person won't be added twice.

Running a Campaign

• Start: Campaign begins dialing contacts within the configured schedule window.
• Pause: Current calls finish, then dialing stops. All progress is preserved.
• Resume: Dialing continues from where it paused.
• Cancel: Stops permanently. Results are preserved for export.

Campaigns can also be scheduled for automatic start/stop at specific dates.

Engagement Scoring

After every call, an AI-powered scoring system rates each contact from 0–100 based on 8 factors:

• Verbal cues (explicit interest words)
• Tone and sentiment
• Questions asked by the contact (more = more engaged)
• Objections raised (more unresolved = lower score)
• Buying signals (explicit purchase/booking intent)
• Callback willingness
• Conversation depth and substance
• Time invested on the call

The score drives intelligent retry behavior:

Multi-Channel Sequences

Campaigns can define a sequence of steps across multiple channels. Each step triggers based on the outcome of the previous one:

Configure sequences from the campaign detail page under the Sequence tab.

A/B Testing

Test different agents, flows, or approaches within the same campaign. Create variants with traffic weight splits (e.g., 60/40). The system tracks per-variant metrics so you can identify what works best.

• Each contact is randomly assigned to a variant at enqueue time
• Variant-level stats: assigned, completed, interested, average score
• The AI report identifies the winning variant and explains why

Adaptive Pacing

When pacing mode is set to Adaptive, the system monitors campaign health in real-time:

• Auto-pause: If answer rate drops below 5%, or negative sentiment exceeds 50%, or health score drops below threshold — the campaign auto-pauses and alerts you.
• Auto-scale: If answer rate exceeds your target, concurrency automatically increases to ride the momentum.
• Health score: A composite metric (0–100) combining answer rate, sentiment, and conversion rate. Visible on the campaign card and detail page.

Campaign Reports

When a campaign completes (or reaches its goal), an AI-generated report is automatically produced. The report includes:

• Executive summary of what happened
• Key findings with evidence and impact level
• Audience insights — who responded well, who didn't, and why
• Common objections raised and which responses worked
• Recommendations for the next campaign
• Score distribution analysis
• A/B variant winner (if tested)

Access reports from the campaign detail page under the AI Report tab.

CRM Integration

Campaigns are deeply integrated with the CRM — not just a contact puller:

• Pipeline linking: Interested contacts auto-create deals in your configured pipeline and stage.
• Lifecycle automation: Engagement scores auto-advance contacts through lifecycle stages (Lead → MQL → SQL).
• Field collection: AI extracts specific data points you define (budget, timeline, company size) and saves them to CRM records.
• Conversation memory: When retrying a contact, the AI remembers previous conversations — what was discussed, objections raised, and promises made. It adapts its approach automatically.
• Revenue attribution: Track deals created, pipeline value generated, and revenue attributed to each campaign.
• Cross-campaign intelligence: Contact fatigue is tracked across ALL campaigns — no contact gets over-contacted even if they're in multiple campaigns.

Compliance & Safety

• DNC management: Internal Do Not Call list. Contacts who say "stop calling" are auto-added via AI detection.
• Contact fatigue: Global limits on touches per day/week across all campaigns. Configurable per channel.
• Timezone enforcement: Calls only go out during permitted hours in the contact's local timezone.
• Consent tracking: Per-contact consent status with channel-level granularity.
• Caller ID reputation: Number pool management with spam score tracking and rotation strategies.
• Budget caps: Set a maximum spend per campaign. Auto-pauses when reached.
• Approval workflow: Optionally require manager approval before campaigns can start.

Speed-to-Lead Triggers

Trigger an instant dial when a contact performs an action (form submission, ad click, CRM event). The contact is added to the campaign with highest priority and dialed within seconds — not in the next batch.

Configure triggers via the campaign API: POST /api/v1/campaigns/:id/trigger

Campaign Templates

Pre-built templates for common use cases:

• Lead Qualification: Discovery calls with budget/timeline/decision-maker questions.
• Appointment Setting: Book meetings with calendar integration.
• Payment Reminder: Multi-channel (call → SMS → WhatsApp) payment collection.
• Customer Survey: Quick NPS and feedback calls.
• Re-engagement: Win back dormant contacts with personalized outreach.

Templates provide pre-configured AI prompts, retry rules, sequences, and scheduling defaults. Select one during creation to get started in seconds.