Campaigns

Campaigns let you place outbound phone calls to a whole list of contacts automatically, using one of your AI voice agents. Instead of dialling people one at a time, you upload a contact list, choose the agent that should do the talking, pick the phone number to call from, and the platform works through the list for you — calling many people at once, retrying the ones who didn't pick up, and keeping a live tally of who answered, who went to voicemail, and what happened on every call.

This guide covers everything a business owner or staff member needs to run outbound calling at scale from the Voice Hub.

In this guide

• What campaigns are
• Before you start
• The Campaigns page
• Creating a campaign — the wizard, step by step
  • Step 1 — Campaign info
  • Step 2 — Contact list
  • Step 3 — Phone numbers
  • Step 4 — Advanced settings
  • Step 5 — Review & launch
• The campaign detail view
• What a campaign tracks
• Managing a campaign — start, pause, resume
• Editing a running campaign
• Redialling and repeating campaigns
• Downloading a report
• Renaming and deleting
• Estimating cost
• Plan limits and unlocking campaigns
• Tips and common workflows
• Troubleshooting
• Field reference

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What campaigns are

A campaign is a batch of outbound calls driven by a single AI agent. You give it three core ingredients:

1. A contact list — a spreadsheet of people to call (phone numbers, names, and any extra details).
2. An agent — the AI voice agent that will speak on every call (its script, voice, and behaviour come from the agent you built).
3. A caller number — the telephony configuration (the phone line / provider) the calls go out from.

Once launched, the platform queues every contact and dials them in waves — several calls at a time, up to the concurrency limit you set. For each call it records the outcome (answered, voicemail, busy, no answer, or failed), how long the call lasted, and any notes. You watch the whole thing progress live from the campaign's detail page, and you can pause, resume, retry failed numbers, or download a full report at any point.

Campaigns are ideal for:

• Lead outreach — calling a list of prospects with a qualifying or booking agent.
• Reminders & confirmations — appointment reminders, renewals, follow-ups.
• Re-engagement — calling lapsed customers back.
• Surveys & feedback — collecting responses at volume.

Campaigns are a paid feature available on the Starter plan and above. If your plan doesn't include them yet, you'll see an unlock screen instead of the campaign list — see Plan limits and unlocking campaigns.

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Before you start

To launch a campaign you need three things ready in advance. The wizard will block you at the relevant step if any are missing:

It also helps to have voice minutes available (either included with your plan or topped up in your Voice Wallet) so calls aren't cut off mid-campaign. See Estimating cost.

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The Campaigns page

Open Campaigns from the Voice Hub sidebar. This is your home base for every outbound calling campaign.

At the top you'll find:

• The page title "Campaigns" with the subtitle "Outbound batch calling campaigns".
• A New Campaign button (top right) that opens the campaign wizard.
• A search box ("Search campaigns…") that filters the list by campaign name or by the agent it uses. The search box only appears once you have at least one campaign.

Below that, campaigns are grouped into two sections:

• Active — campaigns that are Created, Syncing, Running, or Paused. A small count badge shows how many.
• Completed — campaigns that have finished (Completed or Failed).

Each section is a table. Every row is one campaign and shows:

Clicking anywhere on a row opens that campaign's detail view. Hovering a row reveals a ⋯ (more) menu on the right with quick actions:

• View details — opens the campaign.
• Rename — opens a small dialog to change the name.
• Repeat / Redial — only shown for Completed or Failed campaigns that haven't already been redialled. Creates a fresh copy that re-calls the contacts.
• Delete — permanently removes the campaign (with a confirmation prompt).

Live updating

While any campaign is actively Running or Syncing, the page refreshes its numbers automatically every few seconds, so progress bars and counts move on their own without you reloading. It also refreshes whenever you switch back to the browser tab — handy after you've been away. Once everything finishes, polling stops and the page does one final refresh to capture the final totals.

Status meanings

When there are no campaigns yet

If you haven't created any campaigns, the page shows an empty state with a "Create your first campaign" button. Use it (or the New Campaign button) to open the wizard.

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Creating a campaign — the wizard, step by step

Click New Campaign. A focused, full-screen wizard opens with five steps. A row of progress dots at the top shows where you are; the current step is the larger dot.

You move forward with the Continue button (bottom right) and back with Back (bottom left). The Continue button is greyed out until the current step's required fields are filled. You can close the wizard at any time with the ✕ in the corner or by pressing Esc — nothing is created until you reach the final step and launch.

The five steps are:

1. Campaign info — name and agent
2. Contact list — upload your spreadsheet and map the columns
3. Phone numbers — choose the caller line and how many calls run at once
4. Advanced settings — retries, calling hours, and a safety circuit breaker
5. Review & launch — confirm and go

Step 1 — Campaign info (name & agent)

If the agent dropdown is empty, you'll see "No active agents found. Create an agent first." — go to the Agents page, build (and activate) an agent, then come back.

Tip: Test the agent first by making a single test call from the agent's own page. Whatever it does on one call is what it'll do across hundreds.

Step 2 — Contact list (upload & column mapping)

This is where you load the people you want to call.

Uploading the file

Drag a file onto the upload area, or click it to browse. Supported formats:

• CSV (.csv)
• TSV (.tsv)
• Excel (.xlsx, .xls)
• OpenDocument Spreadsheet (.ods)

The first row of your file should be column headers (e.g. First Name, Phone, Company). Once uploaded, the wizard shows the file name and how many rows it detected (e.g. "1,000 rows detected"). To swap files, click the ✕ next to the file name and upload a different one.

Mapping columns

The platform needs to know which of your columns is the phone number, which is the first name, and so on. It tries to do this for you automatically by matching your headers against a large list of common names and synonyms — for example, a column called Mobile, Cell, Tel, or Contact Number is recognised as the phone number; Surname or Family Name becomes the last name; Organisation or Employer becomes the company.

The mapping area has three parts:

1. Core fields (always shown):

Each field has a dropdown listing your file's column headers. Pick the matching column, or choose "— not mapped —" to leave it out. The Phone number field is required and is highlighted if it isn't mapped — you can't continue without it.

2. Auto-detected fields — extra fields that appear automatically when the platform spots a matching column. These let your agent personalise the conversation with richer detail:

3. Other columns — any columns the platform didn't recognise are listed here. Type a custom field name next to each one to include it in the call data (spaces and dashes are converted to underscores automatically). Leave the box blank to ignore that column.

Why mapping matters: Every mapped field becomes a variable your agent can use mid-call — to greet someone by name, mention their company, or read back an appointment detail. The more you map, the more personal the calls feel.

Preview

Below the mapping you'll see a small preview of the first three rows (first five columns) so you can sanity-check that the data lines up before continuing.

Step 3 — Phone numbers (caller & concurrency)

Here you choose the line your calls go out from and how aggressively to dial.

Choose your caller

You'll see a list of your telephony configurations as selectable cards, each showing its name and provider. Click one to select it (a filled dot confirms the choice). This is the phone number / line your contacts will see as the incoming call.

If the list is empty, you'll see "No telephony configurations found. Set one up first." with a link to the Telephony page. You must have at least one configured caller to continue.

Max concurrent calls

Below the caller list is a Max concurrent calls stepper (− / number / +). This controls how many calls run at the same time:

• A higher number works through your list faster but places more simultaneous calls.
• The maximum you can set is your organisation's concurrency limit, shown to the right as "Org limit: N". The stepper won't let you go above it.
• The default is your organisation's default concurrency (commonly 1–2 to start).

Tip: Start conservative (e.g. 2–3 concurrent) for your first campaign so you can listen in and confirm the agent behaves, then raise it for larger lists. Concurrency is also editable later from the campaign's Edit dialog.

Step 4 — Advanced settings (retries, calling hours, circuit breaker)

This step is optional — every section is switched off by default, and you can launch without touching anything. Each setting is a collapsible card with a toggle; turning it on reveals its options.

Retry rules

"Automatically retry unanswered calls." When a call doesn't connect, the platform will try that contact again later.

Calling hours

"Restrict calls to specific times and days." Keeps your campaign polite and compliant by only dialling within set hours.

• Timezone — defaults to your browser's timezone; change it to match where your contacts are.
• Per-day schedule — a toggle for each day (Sun–Sat) plus a start and end time. By default Monday–Friday are on, 09:00–17:00, and weekends are off. Turn days on/off and adjust the time windows as needed.

Calls are only placed inside the enabled windows; outside them the campaign waits.

Circuit breaker

"Auto-pause if too many calls fail." A safety net that automatically pauses the campaign if a burst of calls go wrong (for example, a telephony outage), so you don't burn through your list — or your minutes — on broken calls.

Step 5 — Review & launch

The final step summarises everything in one panel so you can double-check before going live:

When you're happy, click Launch Campaign. The platform:

1. Uploads and prepares your contact list,
2. Creates the campaign, and
3. Starts it automatically — you don't need to press Start separately.

You'll see a brief loading animation, then a success tick, and you're taken straight to the new campaign's detail page where you can watch it begin dialling. If something goes wrong during creation, an error message appears in the wizard so you can fix it and try again.

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The campaign detail view

Clicking any campaign opens its detail page — the live cockpit for that campaign. It has several areas, top to bottom.

Header and alerts

A "Back to campaigns" link sits at the very top. Below it, you may see one or more alert banners if something needs attention:

• "Agent not found" — the agent this campaign used has been deleted. Pause, click Edit, and pick a replacement agent. A Fix now button jumps you there.
• "No telephony configured" — no caller line is assigned, so every call will fail. Use Configure (to set up telephony) or Assign (to pick an existing one in Edit).

Hero card

The main card shows:

• The status pill (Running, Paused, etc.), with a live pulsing dot while active.
• A "Redial of #…" badge if this campaign was created by redialling another one — click it to jump to the parent.
• The campaign name (large).
• A metadata row: the Agent (clickable, opens the agent), the created date, started time, and "Via [telephony name]".
• An action bar on the right (download, refresh, edit, and the main Start/Pause/Resume/Redial buttons — see Managing a campaign).

Stats strip

A five-up row of headline numbers:

Overview section

• Progress bar — overall percentage complete, with a pulsing "Live" indicator while running, and the executed/total counts. If finished, it shows the completion time.
• Call outcomes — a five-column breakdown with counts and mini bar charts: Answered, Voicemail, No Answer, Busy, Failed.
• Recipients — the per-contact table (see below).

Recipients table

Every contact in the campaign, with live status. You can filter it using the pill buttons across the top — All, Queued, Calling, Answered, Voicemail, No Answer, Busy, Failed (filters with zero contacts are hidden). Each pill shows a count.

The table is paginated (50 contacts per page) with Previous/Next controls when there's more than one page.

Settings & Activity section

Lower down, a read-only summary of how the campaign is configured plus its event history:

• Campaign Details — Agent, Source Type (e.g. CSV), Telephony, Max Concurrent Calls, Started, Completed.
• Automatic Retries — an Enabled/Disabled badge; when enabled, shows Max Retries, Delay, and which outcomes it retries on (Busy / No Answer / Voicemail pills).
• Call Schedule — if calling hours were set, shows the timezone and a chip for each enabled day with its time window.
• Activity — a timeline of campaign events (started, paused, errors, etc.), each with an icon, timestamp, message, and expandable details. Errors and warnings are colour-coded.

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What a campaign tracks (metrics & outcomes)

As a campaign runs, the platform records a result for every single call. Understanding these outcomes helps you read the metrics and decide what to do next.

Per-call outcomes

Campaign-level metrics

These roll up across all calls and appear in the stats strip and overview:

• Total — number of contacts queued.
• Executed — calls actually placed so far.
• Failed — calls that errored.
• Answer Rate — answered ÷ total calls, as a percentage. Your headline success number.
• Remaining — contacts still to dial.
• Progress % — executed ÷ total.
• Outcome breakdown — counts and percentages for Answered / Voicemail / No Answer / Busy / Failed.

Transfer rate and call detail

A campaign's job is to connect and converse. What happens inside an answered call — whether the agent booked a meeting, transferred the caller to a human, or collected an answer — is captured per call by the agent and surfaced in the wider Voice Hub (the Conversations / call history area), where each call has its own transcript, recording, and outcome tags. To analyse things like transfer rate or booking rate across a campaign, use the downloadable report (below), which includes the per-call data, or review individual calls in Conversations.

Note: The campaign page itself focuses on connection outcomes (answered, voicemail, busy, etc.). For conversation-level results like transfers and bookings, pair these numbers with the call records and the CSV report.

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Managing a campaign — start, pause, resume

The main control buttons live in the hero card's action bar and change depending on the campaign's state.

Pausing and resuming

Pausing is safe and reversible — use it any time you want to:

• Listen to a few calls and check the agent before letting it run at full volume.
• Pause overnight (if you didn't set calling hours).
• Stop while you fix a problem (e.g. swap the agent or caller line).

Just click Pause; the status changes to Paused and a toast confirms it. Click Resume to continue. While a campaign is active the page auto-refreshes every few seconds so the live numbers stay current.

A note on starting

You can't start (or resume) a campaign that has no telephony configured — the platform blocks it and prompts you to assign a provider via Edit first, because every call would otherwise fail.

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Editing a campaign

Click Edit in the hero action bar (available while the campaign is Created, Running, or Paused) to open the Edit dialog. You can change:

Click Save Changes to apply. This is the place to fix the two most common problems — a missing agent or missing telephony — flagged by the alert banners at the top of the page.

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Redialling and repeating campaigns

When a campaign finishes, many contacts won't have been reached on the first attempt — voicemails, no-answers, busy lines, and failures. Redialling creates a brand-new follow-up campaign that re-calls exactly those contacts, so you don't have to rebuild the list.

From the detail page

For Completed or Failed campaigns (that haven't already been redialled), you'll see:

• A Redial button in the hero action bar, and
• A prominent "N contacts ready to redial" call-to-action card showing the breakdown (e.g. "12 voicemail · 8 no answer · 3 busy").

Either opens the Create Redial Campaign dialog:

Click Create Redial Campaign and you're taken to the new campaign. The original keeps a link to it (View Redial), and the new one shows a "Redial of #…" badge linking back.

Repeat / Redial from the list

The ⋯ menu on the Campaigns list has a Repeat / Redial option for finished campaigns. This is a one-click shortcut: it instantly creates a copy named "[original] (Repeat)" that re-dials voicemail, no-answer, and busy contacts, and opens it for you.

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Downloading a report

From the detail page's action bar, click the download (⤓) icon to open the report popover. It lets you export a CSV of the campaign's call data:

1. Optionally set a From and To date-and-time to narrow the export to a window.
2. Click All data (no dates) or Filtered (with dates) to download.

The file downloads as campaign_[id]_report.csv. Use it for record-keeping, deeper analysis in a spreadsheet, or to calculate conversation-level metrics (like transfer or booking rates) that aren't shown on the campaign page itself.

Tip: Click Clear in the popover to reset the date filters back to exporting everything.

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Renaming and deleting campaigns

Renaming

• From the list: open the ⋯ menu on a row → Rename, type the new name, and confirm.
• From the detail page: open Edit and change the Campaign Name.

Deleting

From the list's ⋯ menu, choose Delete. A confirmation prompt appears ("Delete campaign? … will be permanently removed."). Confirm to remove it. Deletion is permanent — the campaign and its tracking disappear — so export a report first if you want to keep the records.

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Estimating cost

Campaigns use your voice minutes. Every connected call consumes minutes the same way a single call does, so the cost of a campaign is essentially how many calls connect × how long they last × your per-minute rate. There isn't a built-in price calculator inside the campaign wizard, but you can estimate it easily and keep an eye on your balance.

How charging works

• Your plan includes a bundle of included minutes.
• Beyond that, calls draw from your Voice Wallet (pay-as-you-go), which has a per-minute rate and a balance shown in estimated minutes remaining.
• You top the wallet up with funds or minute packs, and can enable auto-recharge so a campaign never stalls mid-run for lack of balance.

A simple estimate

Use this rough formula before launching a big list:

Estimated minutes ≈ (contacts × answer rate) × average call length (minutes) Estimated cost ≈ Estimated minutes × per-minute rate

For example, 1,000 contacts with an expected 60% answer rate and an average 1.5-minute conversation:

1,000 × 0.60 = 600 connected calls 600 × 1.5 min = 900 minutes 900 × your per-minute rate = estimated spend

Voicemails, no-answers, and busy signals use little or no talk time, so connected calls dominate the cost. Retries add attempts, so a high retry count on a hard-to-reach list increases minutes used.

Keeping costs under control

• Set a realistic concurrency — it doesn't change total cost, but it controls how fast you spend.
• Use the circuit breaker so a telephony problem can't burn minutes on failing calls.
• Watch the Voice Wallet — check your balance and estimated minutes remaining before launching a large campaign, and enable auto-recharge for long-running ones.
• Check actuals in the report — the downloaded CSV reflects what really happened, which you can use to refine your estimate next time.

The Voice Wallet, minute packs, balance, and per-minute rate all live in the Wallet / billing area of the Voice Hub. Campaigns simply draw from that same pool.

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Plan limits and unlocking campaigns

Campaigns are gated by your subscription plan in two ways:

Feature access

Campaigns require the Starter plan or above. If your plan doesn't include them, opening the Campaigns page shows an unlock screen with a floating padlock, the message "Outbound batch calling campaigns are available on Starter plan and above", and an Upgrade to Starter button (plus a View all plans link). You won't be able to create campaigns until you upgrade.

How many campaigns you can have

Your plan also caps how many campaigns you can create (a max campaigns limit). When you reach it, the New Campaign button is disabled and greyed out, with a tooltip explaining the limit (e.g. "Starter plan allows 1 campaign"). To create more, delete an old campaign or upgrade to a higher tier.

Concurrency is similarly bounded by your organisation's limit (shown in the wizard as "Org limit: N"), which is tied to your plan's allowed simultaneous calls.

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Tips and common workflows

Your first campaign (recommended path)

1. Build and test an agent with a single live call until it sounds right.
2. Prepare a small contact list (10–20 rows) as a trial.
3. Launch with low concurrency (2–3) and no schedule, so you can watch it live.
4. On the detail page, pause after a few calls and review the recipients table and outcomes.
5. Happy? Resume, then scale up to the full list and raise concurrency.

A polished production campaign

1. Clean your spreadsheet: ensure phone numbers are in full international format (e.g. +44…), with clear headers.
2. Map every useful column — name, company, anything the agent should reference.
3. Set calling hours to your audience's timezone and business hours.
4. Enable retries (3 retries, retry on busy + no answer) to maximise reach.
5. Turn on the circuit breaker so a glitch can't run away with your minutes.
6. Check your Voice Wallet balance and enable auto-recharge.
7. Launch, monitor live, then redial the misses afterwards.

Maximising reach

• Use retries and follow up with a Redial campaign targeting voicemail / no-answer / busy.
• Re-running at a different time of day (via redial or a fresh campaign) often catches people the first pass missed.

Staying compliant

• Always set calling hours appropriate to your contacts' local time and rules.
• Keep your list clean and consented; remove anyone who shouldn't be called.

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Troubleshooting

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Field reference

Wizard fields

Campaign states

Created · Syncing · Running · Paused · Completed · Failed

Call outcomes

Answered · Voicemail · Busy · No Answer · Failed · In Progress · Queued · Calling…

Detail-page actions

Start Campaign · Pause · Resume · Edit · Redial · View Redial · Download report · Refresh

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The campaign lifecycle, end to end

A Sysevo campaign moves through five phases:

1. Agent configuration — set the persona, script, voice, knowledge base, and tools (booking calendar, CRM webhooks, human-escalation path).
2. Contact import — import a CSV or connect via API. Merge fields auto-inject into each call (e.g. name, company, last purchase date).
3. Calling schedule — define days, hours, and timezone. Sysevo enforces jurisdictional calling hours automatically so you stay compliant.
4. Launch & live monitoring — one click to start. The dashboard updates live: calls in progress, connection rates, outcome breakdown, and transcripts.
5. Result review — every call gets a full transcript, AI summary, sentiment score, and disposition tag, all synced to your CRM.

Why outbound at scale wins

• Unlimited concurrent calls — versus a human SDR's 40–60 dials a day.
• ~60-second speed-to-lead follow-up, so new leads are called while they're still warm.
• Configurable concurrency limits keep call pacing under carrier-flagging and regulatory thresholds.
• Reported outcomes from real campaigns: ~34% connect rate, 5× more qualified appointments, and $2–$8 cost per qualified lead.

Every outbound number is checked against the Do-Not-Call list before dialling. Violations are blocked, logged, and flagged automatically — no manual checks required.