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Set Up Campaigns

Campaigns automate outbound calling over lists of records β€” from agent-driven preview dialling to fully automatic robocalls. This guide helps you pick the right campaign type and walks the shared setup; each type's fields are described on its own reference page.

If you haven't yet, read How Calls Work first.

1. Choose Your Campaign Type

Type How it dials Use it for
Preview Campaign (Manual) The agent loads a campaign record, reviews the contact form and dials manually from it. Complex cases where agents need context before each call.
Progressive Campaign The system shows the contact form for a pre-defined time, then dials automatically. Steady outbound flow with a short review period.
Predictive Campaign (Dialler) The dialler calls a list automatically, filters out busy signals and answering machines, and connects answered calls to available agents. High-volume calling with maximum agent utilisation.
Robocaller Dials automatically without any agents β€” e.g. plays a TTS announcement. Notifications, reminders, amounts due.

2. Create the Campaign Queue

Go to Settings β†’ Routings β†’ Queues, click Add new and select your campaign type. Fill out the queue details following the type's reference page (linked in the table above), then click Save.

3. Prepare Records and Forms

Campaigns call campaign records. The records, their form and the queue are linked together:

  1. Create a call script with the record form for your campaign β€” see Call Scripts, including how records, call scripts, forms, databases and queues are linked.
  2. Pair the form with the queue: click Form in the Relations column of the queue list (Queue Basics – Queue Relations).
  3. Add the Record form widget to the queue's widget scheme.

4. Add Agents to the Queue

  1. In the queue list, click Change in the Agents column, tick the user rights that should have access and set the Login type.

Warning

Each user can only have Automatic or Fixed login to max. 1 outgoing queue (including campaign queues).

Info

Robocaller is the only queue type that agents don't log in to and that doesn't have a widget scheme.

5. Test

With an agent logged in to the campaign queue (except Robocaller), in the Ready state and with a device selected, load or receive a campaign record and make a test call. Check the record form opens and the call statuses can be set.

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