Campaigns - Kore.ai Docs

The Campaigns module enables proactive outreach to customers through voice calls, SMS, and web channels. Use it to create targeted campaigns, manage contact lists, monitor performance, and maintain compliance with calling regulations. To access Campaigns, go to Contact Center AI > Campaigns.

Campaigns are not enabled by default. Contact Support to enable them for your account.

Campaign Types

Type	Description
Voice	Outbound voice calls using agentless, progressive, preview, or power dialers
SMS	Outbound text messaging using simple or advanced message flows
Proactive Web	Rule-based engagement widgets (chat, banner, post, or button) displayed on websites

Campaign Management

Go to Contact Center AI > Campaigns > Proactive Outreach > Campaign Management.

Enable the Outbound Voice Campaigns permission in User Permissions for agents who handle campaign calls.

Agents must be configured for either inbound or outbound — agent blending is not currently available.

Voice Campaigns

Campaign Table

Column	Description
Name	Campaign name and type
Actions	Play/Pause/Replay, Stop, Edit, Clone
Priority	1 (lowest) to 5 (highest); default is 5
Status	Ready, Active, Paused, Rerun, or Completed
Progress	Contact count; refreshes every 5 seconds
Contact List	The call list being dialed
Connection	Flow name (agentless) or queue name (progressive/preview)
Last Run	Date of the last run
Last Updated	Date of the last update

Status definitions:

Status	Meaning
Ready	Saved and ready to run
Active	Currently running
Paused	Temporarily stopped
Rerun	Restarting after completion
Completed	All contacts dialed or end date reached

The default sort order is by Run Time. You can also sort by Priority: ascending (5→1) or descending (1→5).

The Campaigns module requires a Voice Gateway account. If the account uses AudioCodes, or is switched from AudioCodes to Voice Gateway, Campaigns becomes unavailable.

Dialer Types

Agentless Dialer Automatically dials numbers without a live agent. When a call is answered, it connects to a configured voice experience flow. The dialer detects answering machines, reschedules unsuccessful calls, and generates call metrics. Campaign managers configure the number of simultaneous calls.

Select a Start Flow during campaign creation.
Turn on Answering Machine Detection (AMD) to detect voicemail.
Configure an Automation Node in the start flow for advanced automation.

Progressive Dialer Automatically dials the next contact when an agent becomes available — one call per available agent. For example, 10 free agents triggers 10 concurrent dials. Filters out voicemails and busy lines before connecting the agent.

Select a Queue during campaign creation.
Turn on Answering Machine Detection if needed.

When a call connects, it appears in the agent’s Conversation Tray with the campaign name.

The agent can mute, hold, or end the call.

Dispositions appear after the call ends.

Dialing logic when agents are assigned to multiple campaigns:

Higher-priority campaigns are dialed first.
Campaigns with equal priority are dialed at random.
Example: Two Priority 5 campaigns and one Priority 4 campaign — the system randomly dials from the Priority 5 campaigns first, then moves to the Priority 4 campaign.

Preview Dialer Provides agents with customer details before placing a call, enabling a more personalized interaction. Agents control when to initiate the call.

Select a Queue and set the Maximum Skips per record during campaign creation.

Call handling:

The agent receives one contact at a time with Dial and Skip options.
A 30-second timer applies: dial within 30 seconds to place the call, skip to reassign, or take no action to auto-dial.
Skipped contacts follow retry logic based on the configured maximum attempts.
Once the skip limit is reached, the skip option is no longer available for that campaign instance.
A dialing number is locked to prevent duplicate dials by other agents.

During the call, the agent can mute, hold, or end the interaction.

Dispositions are displayed when the call ends.

Power Dialer Uses a pacing ratio to dial multiple outbound calls per available agent, reducing call abandonment. The system re-fetches contact lists and re-runs DNC scrubbing when a campaign starts or its configuration changes.

Select a Queue and set the Pacing Ratio (default: 2; maximum: 10) during campaign creation.

Call handling:

When an agent becomes available, the system dials multiple contacts based on the pacing ratio.
The agent’s status is set to System Busy (or Busy if System Busy is not configured) during dialing.
A connecting message displays while the system establishes a connection.
When a customer answers, the call is auto-accepted and appears in the agent’s conversation tray.

For all voice campaign types (agentless, progressive, and preview), phone numbers and experience flows are decoupled. The caller ID does not need to match the attached flow. All outbound-enabled phone and SIP numbers appear in the campaign configuration dropdown.

Redirect Agents to Console For Preview and Progressive campaigns, if a call initiates while the agent is not on the console, a notification appears and the agent is redirected to the console after 5 seconds.

Filters

Campaign managers can create, save, duplicate, set as default, edit, and delete filters. To create a filter:

Select Filters > + Add New Filter.
Select Status, Priority, and Dialing Mode with their sub-filters.
Select Save & Apply, enter a name (up to 20 characters), and select Save & Apply.
Turn on Make this the default view to set it as the default filter.
Open the Filters dropdown to view saved filters. Hover over a filter to see management options.

To manage saved filters, hover over a saved filter and select an option:

Action	Description
Duplicate	Create a copy with the same attributes
Mark as Default	Set as the default view; select again to unmark
Delete	Remove the filter
Edit	Modify and re-save

Duplicate a filter: Select Duplicate, enter a name, and select Save.

Mark as default: Select Mark as Default. A notification confirms the change.

Create a Voice Campaign

On the Voice tab, select + New Campaign.
Under the General tab, enter:
- Campaign Name and Description
- Contact Lists (select from the dropdown, then Done)
- Priority and Dialing Mode
Only one DNC list is allowed per campaign. The contact list is automatically scrubbed against the DNC list after saving.
Under Choose Contact, configure:
- Contact lists with matching fields and the same source type
- Optional: Enable Filter Contact List Columns and configure filter conditions
- DNC List and optional mapping list

Under Outreach Strategy, configure:

Setting	Description
Caller ID	Number displayed to the recipient
Dialing Order	Order in which phone numbers are dialed
Max Attempts Per Contact	Maximum dial attempts per number
Default Retry Period	Wait time (minutes) between retry attempts
Max Ring Time	Duration (seconds) before disconnecting an unanswered call
Contactable Timings	Days and time windows for dialing

Calls are dialed based on Contactable Timings and timezone, regardless of the campaign start and stop time. The Caller ID dropdown shows all SIP and non-SIP numbers registered with the bot that are configured as outbound-only or inbound-outbound.

Select Save.

Schedule a Voice Campaign

Select the Schedule tab and turn on Schedule Campaign.
Set the Start Date & Time. End Date & Time is optional.
Select the Time Zone.
To repeat the campaign, turn on Recurrence and select Daily, Weekly, Monthly, or Yearly. Set the interval using Every “n” days/weeks/months.
Turn on Allow Recurrence Precedence to give recurrence start and end times priority over Contactable Timings.
Select Save.

When a timezone is set in Contactable Timings, it becomes the default for the Schedule section. You can change it.
Contacts are dialed according to Contactable Timings, not the campaign start time.
The system scrubs contacts again 15 minutes before the scheduled start time.
Selecting Run on a scheduled campaign shows an error; it starts automatically at the scheduled time.
On each recurrence, the campaign starts fresh from the full contact list.

Stop a Scheduled Campaign

Select Stop under Actions and confirm. This ends the current instance of the campaign.

Dispositions

The Dispositions tab configures retry logic for dispositions considered as not fully attempted. To configure disposition retry logic:

Select + Add Disposition Retry.
Configure the required details and select ✓ to save.

You can mark specific dispositions as Positive Final Outcomes to improve conversion metrics in analytics. Current Disposition Counts shows counts for all dispositions in the Default Disposition Set — for the active campaign, or the last run of a completed campaign.

The system enforces a one-to-one relationship between campaigns and Disposition Sets. Each queue can have only one Campaign-linked Disposition Set. Campaigns can only link to queues that have exactly one Campaign-linked Disposition Set.

Edit a Voice Campaign

Select ⋮ beside the campaign name and select Edit.
Make changes and select Save.

Active campaigns cannot be edited. For campaigns in other statuses, only limited fields are editable.

Clone a Voice Campaign

Select ⋮ beside the campaign name and select Clone.
The system creates a cloned campaign.

The schedule configuration is not copied when cloning.

Stop a Voice Campaign

Select Stop under Actions.
Select Stop to confirm.

Stopping resets campaign data. Rerunning creates a new instance.

Delete a Voice Campaign

Select ⋮ beside the campaign name and select Delete.
Select Delete to confirm.

Run a Voice Campaign

Select the Play button to start. A phone number, queue, and flow must be attached before running.

For Active, Future-Scheduled, and Paused campaigns, linked phone numbers and experience flows cannot be deleted.

SMS Campaigns

Go to Campaign Management > SMS.

To run SMS campaigns, configure the SMS channel first. Learn more.

Campaign Table

Column	Description
Campaign	Campaign name
Actions	Play/Pause/Replay, Stop, Edit, Clone
Priority	1 (lowest) to 5 (highest); default is 5
Status	Ready, Run as Emergency, Active, Paused, Rerun, or Completed
Progress	Contact count; refreshes every 5 seconds
Contact List	Lists being messaged
Schedule	Start and end dates

The default sort order is by Run Time. You can also sort by Priority: ascending (5→1) or descending (1→5).

Filters

Campaign managers can create, save, duplicate, set as default, edit, and delete filters. To create a filter:

Select Filters in the top-right corner.
Select + Add New Filter.
Select Status and Priority with their sub-filters.
Select Save & Apply, enter a name (up to 20 characters), and select Save & Apply.
Turn on Make this the default view to set it as the default filter.
Open the Filters dropdown to view saved filters.

Duplicate a filter: Select Duplicate, enter a name, and select Save.

Mark as default: Select Mark as Default.

Delete a filter: Select Delete, then confirm.

Edit a filter: Select Edit, make changes, and select Save & Apply.

Create an SMS Campaign

Select + New Campaign.
Under the General tab, enter:
- Campaign Name and Description
- Contact Lists, DNC List, and Priority
Under the Message tab, select a format:
- Simple: For one-way outbound messages. Select a template and edit the message content.
- Advanced: For two-way messaging using a start flow with dialog tasks. Supports agent transfers.
Editing a template within a campaign does not modify the original template. The template selection resets to “None” when edited.
Select Save after entering the message.
Under Outreach Strategy, select the Caller ID:
- Simple format: Shows numbers configured for outbound only, not linked to any flows.
- Advanced format: Shows numbers with associated SMS flows that support two-way communication.
Select Save.

Edit an SMS Campaign

Select ⋮ beside the campaign name and select Edit.
Make changes and select Save.

Clone an SMS Campaign

Select ⋮ beside the campaign name and select Clone.
The system creates a copy.

Delete an SMS Campaign

Select ⋮ beside the campaign name and select Delete.
Select Delete to confirm.

Run an SMS Campaign

Select the Play button, then select Run. The campaign status changes to Active.

Run as Emergency

Runs the campaign immediately, overriding any schedule and calling hours. The campaign processes at full capacity before all other campaigns.

Select the Play button, then select Run as Emergency.
Select Confirm on the alert.
A warning appears at the top and a warning icon displays next to the campaign name.

Emergency campaign behavior:

Cannot be paused or resumed — only stopped and rerun.
CSV-based campaigns end when all contacts receive a message.
API-integrated campaigns must be stopped manually.
Only one emergency campaign can run per account at a time. If another campaign is already running as emergency, an alert appears.
After completion, the schedule changes to manual if it was previously scheduled.

A running campaign cannot be started as emergency without stopping it first.
A non-emergency campaign that was paused can only be resumed as non-emergency.
API contact pull errors do not affect ongoing campaigns.

Stop an SMS Campaign

Select Stop under Actions.
Select Stop to confirm.

Stopping resets campaign data. Rerunning creates a new instance.

Proactive Web Campaigns

Go to Campaign Management > Proactive Web.

Campaign Types

Type	Description
Chat	Pushes a configured message to the chat widget
Banner	Displays a banner at the top or bottom of the page
Post	Displays a pop-up at the center of the page
Button	Displays a button on the left or right side; can be static or action-triggered

Campaign Table

Column	Description
Name	Campaign name and type
Actions	Play/Pause/Replay, Stop, Edit, Clone
Status	Ready, Active, Paused, or Completed
Type	Chat, Post, Banner, or Button
Sent	Count of proactive messages sent
Goals	Count of campaign goals achieved

Filters

To create a filter:

Select Filters.
Select + Add New Filter and choose Web Campaign Type and Status with their sub-filters.
Select Save & Apply, enter a name, and select Save & Apply.
Turn on Make this the default view to set it as the default.

Duplicate a filter: Select Duplicate, enter a name, and select Save.

Mark as default: Select Mark as Default.

Delete a filter: Select Delete, then confirm.

Edit a filter: Select Edit, make changes, and select Save & Apply.

Create a Proactive Web Campaign

Select + New Campaign, then select the campaign type.

Chat

Select Chat.
Under the General tab, enter Campaign Name and Description.
Under Layout Design:
- Edit the Message Header (text and optional image).
- Enter the message content (supports formatting, links, and variables).
- Add buttons with Text, Action (Send to URL / Send to AI Agent / Dismiss), Background Color, and Text Color.
- Set Message Bubble Alignment, Bubble Alignment, and Dark Shadow.
Under Engagement Strategy, configure:
- Website: Add the URLs or page names the campaign applies to.
- Rules: Define trigger conditions based on visitor behavior.
- Exclusions: Define conditions that prevent the campaign from triggering.
- Goals: Define campaign objectives.
- Channel: Select the delivery channel.
- Engagement Hours: Choose Anytime (24/7) or Custom (specific days and times in a selected timezone).
Select Save.

Available built-in rule fields:

Field	Data Type	Supported Operators
Page Visit Count	Number	Equals, Greater Than or Equal To
Time Spent	Number	Equals
User	String	Is (known / anonymous)
Country	String	Is
State	String	Is
City	String	Is
Device	String	Is (Mobile / Laptop / Tablet)
URL	String	Contains, Ends With
Page Name	String	Is, Contains
Hover On	String	ID, Class, Query Selector

Apply the NOT operator at any condition level to invert it. You can combine multiple rules to build complex engagement strategies. Custom conditions: Select + Add Custom Condition to use visitor data sent by your site. Configure the Custom Field Name (key name), operator, and value. Supports operators: Equal, Begins With, Ends With, Contains, Greater Than, Greater or Equal, Less Than, Less or Equal, Between, In.

When creating a campaign from a template, any predefined rules appear in the Rules section as a single group that you can view and edit.

Post

Select Post.
Complete the General tab. Under Layout Design, enter the message and select a Size.
Configure Engagement Strategy (same as Chat) and select Save.

Banner

Select Banner.
Complete the General tab. Under Layout Design, enter the message and set Pattern (Sticky/Floating), Placement (Top/Bottom), Background, and Text Color.
Configure Engagement Strategy (same as Chat) and select Save.

Button

Select Button.
Complete the General tab. Under Layout Design, configure:
- Button Text and Action (Send to URL / Slide Out Message)
- Optional image and header text
- Message content and layout
- Background Color, Text Color, and Placement (Left/Right)
Configure Engagement Strategy (same as Chat) and select Save.

Templates

Use templates to create campaigns with a pre-defined structure.

Select + New Campaign > All Templates or Choose from Templates.
Select a template and select Use this Template.
Complete the required fields and save the campaign.

Schedule a Proactive Web Campaign

Select the Schedule tab and turn on Schedule Campaign.
Set the Start Date & Time. End Date & Time is optional.
Select the Time Zone.
To repeat the campaign, turn on Recurrence and select Daily, Weekly, Monthly, or Yearly.
Turn on Allow Recurrence Precedence to give recurrence start and end times priority over Contactable Timings.
Select Save.

When a timezone is set in Contactable Timings, it becomes the default for the Schedule section.
Contacts are dialed according to Contactable Timings, not the campaign start time.
The system scrubs contacts again 15 minutes before the scheduled start time.
Selecting Run on a scheduled campaign shows an error; it starts automatically at the scheduled time.
On each recurrence, the campaign starts fresh from the full contact list.

Stop a Scheduled Campaign

Select Stop under Actions and confirm. Re-running a stopped scheduled campaign creates a new instance and contacts all recipients again.

Edit, Clone, Stop, Delete, and Run

Select ⋮ beside the campaign name for Edit, Clone, or Delete. Use the Play button to run. Select Stop under Actions to stop.

Export and Import Campaigns

Export:

Select one or more campaigns to export (maximum 50 per operation; run multiple operations for more).
Two selection modes:
- Select All (Page-Level): Selects all campaigns on the current page; resets on navigation.
- Individual Selection (Multi-Page): Persists across pages for precise multi-page selection.
Selections clear when you apply search or filters, sort, refresh, or save, clone, or delete campaigns.
Each export generates a log entry in Campaign Logs.
The system exports the file as a CSV.

Import:

Imports all campaigns in an exported file. Partial imports are not supported.

Result	Message
All imported successfully	”NN Campaigns imported successfully!”
Partial success	”Import partially successful. XX successfully imported, YY failed. See the Campaigns log for details.”

Skipped campaigns are recorded in Campaign Logs with the name and reason for skipping.
Successfully imported campaigns display the Recently imported label until end of day.

Campaign Suppression and Re-evaluation

The system suppresses a campaign for a visitor when:

A cooldown period is active after another campaign ran
An active chat is in progress
Another campaign template is already active in the browser
Any other suppression condition applies

When the suppression reason clears, the system re-evaluates the campaign on the next matching URL visit.

Suppression and re-evaluation applies consistently across all suppression types. Page Visit Count and other metrics continue to update during suppression.

Proactive Web Campaign Plugin

The Proactive Web Campaign plugin extends the Web SDK to enable dynamic, rule-based visitor interactions. For installation, configuration, and examples, see the GitHub repository.

Campaign Logs

Go to Contact Center AI > Campaigns > Campaign Management > Logs. The Logs page shows all event logs for the current day by default.

Column	Description
Date & Time	Exact timestamp of the event
Log Type	Campaign type (for example, Proactive Web)
Sub Type	Event type (for example, Run time)
Description	Summary in the format: `<campaign-name>` was `<shown>` or `<NOT shown>` to `<user>`. Reason: `<reason>`.

Filters: Use the calendar control to select a date range. Search: Query on the Description field. Enter any part of a campaign name, user name, or reason. Export: Export logs to a CSV file. The export reflects applied filters and search.

List Management

Go to Contact Center AI > Campaigns > List Management.

Contact Lists

Contact lists contain the phone numbers and customer details used for campaigns.

Column	Description
Contact Lists	Name of the list
Actions	Edit and Delete
Status	Validating, Validated, or Invalid
Contacts	Total contact count
Campaigns	Associated campaign names
Last Updated	Date of last update (default sort)

Create a Contact List

From Local Drive:

Select + New Contact List.
Enter Name and Description, and select Local Drive as the source.
Upload a CSV file.
Phone numbers must be in E.164 format (Country Code + Area Code + Subscriber Number) enclosed in double quotes. Phone Number is required for voice campaigns. The table supports up to 150 columns with a maximum of 300 characters per column.
Select Mapping Fields and select Save.

From API Integration:

Select + New Contact List.
Enter Name and Description, and select API Integration.
Select the Method and enter the URL.
Set the Data Sync Interval (up to 24 hours).
Set the Data Sync Mode:
- Append and remove duplicates: Excludes duplicate contacts.
- Append and allow duplicates: Re-contacts duplicate entries.
Configure the Authorization Profile.
Add any required Headers as key-value pairs.
Select Validate to preview the API response.
Configure Mapping Fields:
- Root-level fields: Use the key name directly (for example, firstName).
- Nested fields: Use dot notation (for example, contact.name.first).
Select Save.

You can use environment variables (plain or encrypted) for API keys. If an API-integrated contact list’s schema changes and the list is linked to a campaign, the system shows a warning before applying the new schema.

Using Contact List Fields in Flows

Mapped and unmapped contact fields are accessible in Dialog Tasks and Experience Flows via the UserSession context object. To retrieve all field labels: Use this in a Message Node or Script Node:

{{JSON.stringify(context.session.UserSession.campaignUserInfo)}}

View the returned labels from the Transcripts tab of the Interactions Dashboard. Insights to Logs

To access fields by label (Script Node):

const campaignUserInfo = context.session.UserSession.campaignUserInfo;
const number = campaignUserInfo.phoneNumber;
context.campaignUserInfoNumber = number;

Dynamic field retrieval in voice flows (Script Node):

let userInfo = context?.campaignUserInfo;
setCallFlowVariable('userInfo', userInfo);

Use retrieved values in a Message Node:

Hi {{context.userInfo.firstName}} {{context.userInfo.lastName}}, your balance on {{context.userInfo.phoneNumber}} is {{context.userInfo.balance}}, please recharge before {{context.userInfo.dueDate}}.

The system fetches each value from the CSV using the column header as the key (for example, context.userInfo.firstName maps to the firstName column).

Time Zone

The timezone set for a contact in the CSV takes priority over the campaign’s Calling Hours timezone.
Use Tz database format (for example, America/Phoenix, Asia/Hong_Kong, Pacific/Fiji).
Contacts whose timezone falls outside the configured calling hours are skipped.
Skipped contacts appear as Unconnected Calls on the Campaign Dashboard.

Edit a Contact List

Local Drive: Select the Edit icon and upload a new file. You can only append — existing records cannot be modified directly.
API Integration: Select the Edit icon, then the edit icon next to the URL, make changes, and save.

Delete a Contact List

Select the Edit icon, then select the Delete icon at the lower left of the edit window and confirm.

You cannot delete a contact list that is associated with any campaign.

DNC Lists

Do Not Call (DNC) Lists contain contacts who have opted out of being contacted. The count includes contacts from uploaded CSV files and contacts added directly through AI or human agents.

Column	Description
DNC Lists	List name
Status	Validating, Validated, or Invalid
Contacts	Total contact count
Campaigns	Associated campaigns
Last Updated	Default sort order
Actions	View, Edit, Delete, Mark as Global

Create a DNC List

Select + New DNC List.
Enter Name and Description.
Upload a CSV file (download the CSV Template if needed).
Select Mapping Fields and select Next.

View a DNC List

Select the 👁 icon. The list shows phone numbers, validity status, and options to edit or delete entries. You can also add new contacts from this view.

Edit a DNC List

Select 🖉, upload an updated file, and save. The system appends the new records.

You cannot delete a DNC list while it is in use by a campaign.

Delete a DNC List

Select 🖉 > Delete icon (lower left) > confirm.

Mark as Global

Select ⋮ > Mark as Global > Confirm.

The Global DNC list is marked with a distinct color and the Global label.

A default Global DNC list (empty, named “Default Global DNC”) is created when Campaigns is enabled.
Only one list can be Global at a time. Marking a new list as Global automatically unmarks the previous one.
A DNC list is required when creating a voice campaign (via UI or API).

DNC Handling — Global and Non-Global

The Global DNC list applies automatically to all voice campaigns without explicit assignment.
For each voice campaign, the contact list is scrubbed against the Global DNC list first, then any campaign-specific DNC lists.
SMS and Proactive Web campaigns are scrubbed only against explicitly linked DNC lists.
Editing or un-globalizing a DNC list does not affect active or paused campaigns.

Agent Mapping

Agent Mapping assigns each customer to a specific agent and sets Customer Priority, ensuring the right agent handles the call and high-priority customers are contacted first.

Add a Mapping List

Select + New Mapping List.
Enter a name and description, then upload a CSV file.
Select Save.

View, Edit, and Delete a Mapping List

Action	Steps
View	Select 👁; select + Add New Contact Mapping to add entries
Edit	Select 🖉, make changes, and save
Delete	Select 🗑 and confirm

List Management Logs

Go to Contact Center AI > Campaigns > List Management > Logs.

Shows activity logs for contact lists fetched through API integration.

Column	Description
Date & Time	Timestamp of the API call
Contact Lists	Contact list name
Campaigns	Campaign name
Status	Completed or Failed
Description	Status details (for example, “Successfully fetched 100 contact records”)
Export	Download fetched contacts as a JSON text file

Search: Filter by Contact List Name, Campaign Name, Description, or Status. Date Filter: Select a date range and time duration to narrow results. Refresh: Updates results based on the current search phrase and time filters.

SMS Templates

Go to Contact Center AI > Campaigns > Templates.

Column	Description
Templates	Template name
Status	”In Use” if assigned to a campaign
Actions	Clone, Preview (system templates); Edit, Clone, Preview, Delete (custom templates)
Type	System Template (built-in) or Custom Template (user-created)
Campaigns	Campaigns using this template
Created By	User name, or “System” for built-in templates
Last Updated	Default sort order

Create a Template

Select + New Template.
Enter Template Name and Description, then select the 🖉 icon to open the message editor.
Enter the message and select Save.
Review the mobile preview on the left side.
Select Save.

Edit a Template

Select ⋮ beside a custom template and select Edit.
Make changes and select Save.

Clone a Template

Select ⋮ beside any template and select Clone.
A copy is created.

Preview a Template

Select ⋮ beside any template and select Preview.
The preview page displays the message as it appears on a mobile device.

Delete a Template

Select ⋮ beside a custom template and select Delete.
Select Delete to confirm.

Dashboard

Go to Contact Center AI > Campaigns > Dashboard.

Column	Description
Campaign Name	Name of the campaign
Campaign Type	For example, Agentless (voice only)
Progress	For example, “3 of 10”
Status	Ready, Active, Paused, Rerun, or Completed
Campaign Start Date and Time	Date and time the campaign started

Select any campaign to view detailed metrics.

Voice Campaign Details

Overview

Metric	Description
Progress	Overall campaign progress
Connected Calls	Count and percentage of connected calls
Unconnected Calls	Count and percentage of unconnected calls, including retries
Avg. Call Duration	Average duration of all connected calls

Outcome

Displays the top 5 outbound dialer dispositions and top 5 agent dispositions as bar charts.

Outbound Dialer Dispositions: Busy, Connected, Failed, No Answer, Answering Machine, DNC Excluded, Filter Skipped, Retry Cancelled.
Agent Dispositions: Unresolved, Requires Supervisor, Resolved, System Generated, and any custom dispositions.

Disposition vs. Attempts Table

Maps each outbound attempt to its latest disposition. When a conversation advances to a new attempt, the previous entry is replaced. The table updates in real time.

X-axis: Dispositions configured for the campaign
Y-axis: Attempt numbers, starting from 1

Only the latest attempt per conversation is counted. Ongoing conversations are included based on their current attempt and disposition.

Latest Execution

A consolidated list of all calls in the most recent campaign run, shown as conversation entries. Call list scope: Includes all phone numbers from the associated contact list. Contacts removed before dialing show one of these dispositions:

DNC excluded: Removed by DNC scrubbing
Filter excluded: Removed by campaign filters

Column	Description
Phone Number	Contact’s phone number
Number of Attempts	Accumulated attempt count
Priority	Contact priority
Start Time	Start time of the last call
Duration	Duration of the last call
End Time	End time of the last call
Agent	Agent icon; hover to see agent name
Disposition	Agent-provided disposition, or last system status if no agent disposition is available

Column Selector: Customize visible columns. All default fields plus First Name, Last Name, and any mapped or unmapped fields from the Contact List are available. Additional fields are deselected by default.

SMS Campaign Details

Overview

Metric	Description
Progress	Overall campaign progress
Messages Delivered	Total delivered message count
Delivery Rate	Messages received ÷ messages sent × 100

Messages Delivered

View delivery counts for the Last 24 hours, Last 7 days, or Last 30 days. Hover over data points to see the message count and delivery rate for that period.

Latest Execution

Same layout as voice campaign Latest Execution. Columns: Phone Number, Number of Attempts, Priority, Start Time, Duration, End Time, Agent, Disposition.

Filter, Search, and Sort — Latest Execution

Capability	Voice Campaigns	SMS Campaigns
Filter	Disposition, Priority, Date range	Date range
Search	Phone Number, Last Name, First Name	Phone Number, Last Name, First Name
Sort	Start Time (default), Priority, Disposition	Start Time (default), Priority, Disposition

Filtering applies before search. Search operates within the current filter. Sorting applies last. Related: Dialer Campaign History Report

Settings

Go to Contact Center AI > Campaigns > Settings.

Global Settings

Setting	Description	Default
Max Concurrent Calls	Maximum simultaneous calls for Agentless campaigns (Progressive and Preview are unaffected)	10 (max: 25)
Total Messages Per Minute	Maximum SMS messages sent per minute	1
Power Dialing Customer Wait Time	How long a customer waits on hold for an agent before the call ends	5 seconds (min: 3 seconds)
Power Dialing Agent Idle Max Time	Maximum agent idle time before releasing the agent back to the queue	30 seconds (min: 5 seconds)

Proactive Cooldown Time

Controls how often proactive widgets appear to the same visitor in a session, preventing campaigns from triggering in rapid succession. Applies per app and per visitor session. Once a visitor sees a campaign widget, no other widget displays until the cooldown period ends — even if the visitor meets the criteria for other campaigns. Only rules met after the cooldown ends are eligible for display. Page Visit Count and other metrics continue to update during cooldown. A campaign template will not display if:

Another campaign template is already active in the browser window
A cooldown period is in effect
The user is in an active chat session
The chat window is open

To configure cooldown time:

Select Proactive CoolDown Time.
Enter a value between 0 and 30,000 (default: 0), and select Save.

This setting applies to all proactive campaigns within the application.

Unanswered Call Attempts

Automatically adds phone numbers to the Global DNC list when they repeatedly fail to connect during voice campaigns.

Setting	Description
No. of Attempts to Trigger DNC Enrollment	Number of failed attempts before adding the number to Global DNC (range: 1–100; default: 30)
How Long to Keep in DNC	Months to retain the number in the Global DNC list (0 = no expiry)

Voice Machine Timeouts

Defines how long the system waits at each stage of an IVR or answering machine interaction before taking action.

Setting	Description
Decision Timeout	How long to wait for the machine to respond before returning control
Greeting Completion Timeout	How long to wait for silence after a greeting message before returning control
No Speech Timeout	How long to wait for speech to begin
Tone Timeout	Maximum time to wait to detect a beep or tone

FAQ

What is the difference between resuming a paused campaign and rerunning a completed campaign? Resuming a paused campaign restarts from where it stopped. Rerunning a completed campaign (using the Rerun icon) starts from the beginning of the dial list as a new instance with no data carried over from the previous run. Can two campaigns share the same contact list? Campaigns can share contact lists, but two campaigns cannot run simultaneously with the same contact list. How many contact lists can a campaign have? Up to 10 contact lists per campaign. How many DNC lists can a campaign have? One DNC list per campaign. What is the maximum number of contact lists per account? 1,000 contact lists per account. What are the DNC list limits? Each DNC list supports up to 1 million records. Each account supports up to 2 million total DNC records and up to 1,000 DNC lists. How many voice campaigns can run concurrently? Up to 50 voice campaigns at the same time. What are the contact limits? Each account supports up to 5 million contacts. Each contact list supports up to 1 million contacts or a 5 MB file size limit. How does campaign priority work? Priority determines the proportion of contacts dialed across concurrent campaigns. A higher priority value means a greater percentage of contacts are dialed for that campaign. Priority Percentage = (Campaign Priority Value ÷ Sum of All Priority Values) × 100

Scenario	Campaign	Priority	Percentage
Two campaigns	Campaign 1	5	62.5%
	Campaign 2	3	37.5%
Equal priority	Campaign 1	5	50%
	Campaign 2	5	50%

Can agents transfer calls during outbound campaigns with auto-dialers? No. Agents cannot transfer calls to another agent or queue during Progressive or Preview campaigns. Can I use the same phone number for both voice and SMS flows? Yes. The voice flow triggers on calls and the SMS flow triggers on text messages to the same number. You cannot attach the same number to two flows of the same type.

Routing — Queue and routing configuration
Agent Console — Agent workspace
Channels — Channel configuration
User Management �� Agent permissions

Modules

Platform Services

References

​Campaign Types

​Campaign Management

​Voice Campaigns

​Campaign Table

​Dialer Types

​Filters

​Create a Voice Campaign

​Schedule a Voice Campaign

​Stop a Scheduled Campaign

​Dispositions

​Edit a Voice Campaign

​Clone a Voice Campaign

​Stop a Voice Campaign

​Delete a Voice Campaign

​Run a Voice Campaign

​SMS Campaigns

​Campaign Table

​Filters

​Create an SMS Campaign

​Edit an SMS Campaign

​Clone an SMS Campaign

​Delete an SMS Campaign

​Run an SMS Campaign

​Run as Emergency

​Stop an SMS Campaign

​Proactive Web Campaigns

​Campaign Types

​Campaign Table

​Filters

​Create a Proactive Web Campaign

​Templates

​Schedule a Proactive Web Campaign

​Stop a Scheduled Campaign

​Edit, Clone, Stop, Delete, and Run

​Export and Import Campaigns

​Campaign Suppression and Re-evaluation

​Proactive Web Campaign Plugin

​Campaign Logs

​List Management

​Contact Lists

​Create a Contact List

​Using Contact List Fields in Flows

​Time Zone

​Edit a Contact List

​Delete a Contact List

​DNC Lists

​Create a DNC List

​View a DNC List

​Edit a DNC List

​Delete a DNC List

​Mark as Global

​DNC Handling — Global and Non-Global

​Agent Mapping

​Add a Mapping List

​View, Edit, and Delete a Mapping List

​List Management Logs

​SMS Templates

​Create a Template

​Edit a Template

​Clone a Template

​Preview a Template

​Delete a Template

​Dashboard

​Voice Campaign Details

​Overview

​Outcome

​Disposition vs. Attempts Table

​Latest Execution

​SMS Campaign Details

​Overview

​Messages Delivered

​Latest Execution

​Filter, Search, and Sort — Latest Execution

​Settings

​Global Settings

​Proactive Cooldown Time

​Unanswered Call Attempts

Campaign Types

Campaign Management

Voice Campaigns

Campaign Table

Dialer Types

Filters

Create a Voice Campaign

Schedule a Voice Campaign

Stop a Scheduled Campaign

Dispositions

Edit a Voice Campaign

Clone a Voice Campaign

Stop a Voice Campaign

Delete a Voice Campaign

Run a Voice Campaign

SMS Campaigns

Campaign Table

Filters

Create an SMS Campaign

Edit an SMS Campaign

Clone an SMS Campaign

Delete an SMS Campaign

Run an SMS Campaign

Run as Emergency

Stop an SMS Campaign

Proactive Web Campaigns

Campaign Types

Campaign Table

Filters

Create a Proactive Web Campaign

Templates

Schedule a Proactive Web Campaign

Stop a Scheduled Campaign

Edit, Clone, Stop, Delete, and Run

Export and Import Campaigns

Campaign Suppression and Re-evaluation

Proactive Web Campaign Plugin

Campaign Logs

List Management

Contact Lists

Create a Contact List

Using Contact List Fields in Flows

Time Zone

Edit a Contact List

Delete a Contact List

DNC Lists

Create a DNC List

View a DNC List

Edit a DNC List

Delete a DNC List

Mark as Global

DNC Handling — Global and Non-Global

Agent Mapping

Add a Mapping List

View, Edit, and Delete a Mapping List

List Management Logs

SMS Templates

Create a Template

Edit a Template

Clone a Template

Preview a Template

Delete a Template

Dashboard

Voice Campaign Details

Overview

Outcome

Disposition vs. Attempts Table

Latest Execution

SMS Campaign Details

Overview

Messages Delivered

Latest Execution

Filter, Search, and Sort — Latest Execution

Settings

Global Settings

Proactive Cooldown Time

Unanswered Call Attempts

Voice Machine Timeouts

FAQ

Related