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Campaigns Feature Guide ​

This guide provides an overview of the Campaigns feature in the KI Agency platform, focusing on the user interface and the main actions available to end users.

What is a Campaign? ​

A Campaign allows you to organize and automate outbound calls to a list of contacts using an AI-powered assistant. You can manage contacts, schedule calls, track results, and analyze performance—all from a single interface.

Accessing Campaigns ​

  • Navigate to the Campaigns section from the main menu.
  • Here, you will see a list of all your campaigns, with options to search, filter, and create new campaigns.

Campaigns List Page ​

  • Search & Filter:
    • Use the search bar to find campaigns by name or description.
    • Filter campaigns by status (Active, Inactive, Suspended).
  • Campaign Table:
    • View campaign name, description, associated assistant, phone number, creation date, and status.
    • Click on any campaign row to open its details.
    • Use the delete button (trash icon) to remove campaigns you no longer need.
  • Create Campaign:
    • Click the Create Campaign button to start a new campaign.

Deleting Campaigns ​

  • Click the red delete button in the Actions column to remove a campaign
  • Confirm the deletion when prompted
  • Important: Deleting a campaign will permanently remove all associated campaign calls and data

Creating a Campaign ​

The campaign creation process is a step-by-step wizard:

  1. Campaign Details:
    • Enter the campaign name.
    • Campaign Goal (Required): Describe the goal of your campaign. This field is pre-filled with a default example goal, which you can edit to match your specific needs. The campaign goal is used to automatically analyze whether each call successfully achieved the campaign objective.
    • Select the assistant to use for calls.
    • Set the campaign period (start and end dates).
    • Configure retry attempts and delay between retries.
    • Choose the days and hours when calls can be made. You can select specific time ranges from 06:00 to 23:00 with 30-minute intervals to ensure calls are made at appropriate times.
    • Select the time zone.
  2. Add Contacts:
    • Pick contacts from your list or create new ones.
    • Select multiple contacts to include in the campaign.
    • You can filter contacts by tags to easily add groups of contacts that share the same tag.
  3. Select Questions/Actions:
    • Choose which questions or actions the assistant will perform during calls.
    • Review and confirm your selections.
  4. Finish:
    • Review all settings and create the campaign.
    • You will be redirected to the campaign details page.

Campaign Details Page ​

Each campaign has a dedicated page with the following features:

  • Header:
    • See campaign name, status, associated assistant, and phone number.
    • Start (Run) or Pause the campaign with a single button.
    • Edit campaign settings, including changing the associated assistant.
  • Campaign Info:
    • View campaign period, retry settings, and schedule.
  • Tabs:
    • Contacts:
      • View all contacts in the campaign, their status, and call attempts.
      • Add or remove contacts.
      • Filter contacts by tags when adding them to the campaign for easier contact selection.
      • Select multiple contacts: Use the checkboxes in the table to select multiple contacts at once.
      • Bulk actions: When contacts are selected, you can:
        • Restart call attempts: Restart call attempts for all selected contacts with failed or completed status.
        • Remove from campaign: Delete all selected contacts from the campaign at once.
      • Suspend/resume or restart attempts for individual contacts.
      • View detailed call results for each contact.
      • Callback Requests: When a contact asks to be called back at a specific time during a call, the system automatically detects this and schedules the callback. The contact's status will show "requested callback" with the scheduled time in a tooltip.
      • Campaign Statistics:
        • The Contacts tab displays key performance metrics for your campaign:
          • Campaign Success: Shows the number of calls that successfully achieved your campaign goal. This metric is automatically analyzed based on the campaign goal you defined when creating the campaign.
          • Call Success: Indicates how many calls were marked as successful during the conversation. This is determined by specific success indicators in the call flow.
          • Interrupted Calls: Counts calls that were ended by the customer (e.g., hung up or said goodbye). These are calls where the customer actively ended the conversation rather than completing the full script.
    • Questions:
      • See the list of questions/actions configured for the campaign.
      • Edit or review these actions.
    • Extractors:
      • View and manage extractors that automatically extract information from call transcripts.
      • Configure data points you want to capture without explicitly asking during calls.
      • See Extractors documentation for more details.
    • Results:
      • Analyze completed calls in a table format.
      • View all call results from your campaigns.
      • Improved Filtering: The system automatically shows only completed and ended calls, excluding voicemail calls for more accurate campaign results.
      • Customize visible columns and their order by clicking the settings icon.
      • Filter empty lines from call transcripts for easier reading.
      • See contact names with "—" displayed when names are unavailable.
      • Search and Filter:
        • Use the search fields to quickly find specific calls:
          • Search by name: Find calls by contact name
          • Search by phone number: Find calls by phone number
        • Dynamic Filters: Click the "Dynamic filters" button to filter calls by action-specific fields:
          • For Yes/No questions, select "Yes" or "No"
          • For single-choice questions, choose from available options (options are automatically translated to your interface language)
          • For open questions, enter text to search
        • Click "Filter" to apply your selections or "Reset" to clear all filters
        • Searches update automatically after you stop typing (2-second delay)
      • Export Data:
        • Click the "Export" button to download all campaign results as an Excel file
        • The export includes all calls with their details, action responses, and full conversation transcripts
        • Exported file is named "campaign_results.xlsx"
        • Transcript Column: Each exported call includes the complete conversation transcript, allowing you to review and analyze the full conversation
      • Open detailed call result popups to view:
        • Call details (ID, phone number, end reason, duration, start time, status)
        • Complete call transcript with message count
        • Call recording (when available)
        • Structured data extracted during the call
        • Campaign Goal Analysis (for outbound campaigns): Automatically determined campaign success status and detailed reasoning
      • The system shows a helpful message when no additional columns can be configured.
      • Error handling: If a call result cannot be loaded, you'll see a clear error message.
      • Call Status Accuracy: The system accurately tracks call outcomes, distinguishing between successfully completed calls and various failure reasons (no answer, busy, failed, etc.). Voicemail calls are automatically excluded from campaign results to ensure you only see meaningful call interactions. This ensures your campaign results reflect true performance metrics.
    • API Trigger: (Admins only)
      • Access API integration options for triggering campaigns programmatically.
    • Email Trigger: (Admins only)
    • Integration Triggers:

Visual Aids & Tips ​

  • Status Indicators:
    • Colored dots and tags show the current status of campaigns and contacts.
  • Tooltips & Popovers:
    • Hover over icons and buttons for helpful explanations.
  • Onboarding Tours:
    • Step-by-step guides are available for new users to familiarize themselves with the interface.
  • Responsive Design:
    • The UI adapts to different screen sizes for easy use on desktop and tablet.

Assistant-Campaign Relationships ​

Changing Campaign Assistants ​

  • You can edit a campaign to change which assistant handles the calls
  • When changing assistants, the system will:
    • Verify the new assistant has a valid phone number
    • Automatically attach a test number if needed
    • Redirect you to the new assistant's campaign page

Assistant Validation ​

  • Valid phone numbers required: Assistants must have phone numbers to be used in campaigns
  • Automatic phone assignment: The system can automatically assign test numbers when needed
  • Consistency checks: The platform ensures data consistency between assistants and campaigns

Paired Assistants in Campaigns ​

  • Seamless follow-ups: If your outbound campaign assistant is paired with an inbound assistant, callbacks to the same phone number are automatically linked to the campaign
  • Unified tracking: The system tracks the complete interaction journey when contacts call back after a campaign call
  • Accurate status updates: Call status is automatically updated when paired assistants handle related calls
  • For more information about assistant pairing, see Assistant Configuration

Campaign Goal Analysis ​

For outbound campaigns, the system automatically analyzes whether each call achieved the campaign goal.

How It Works ​

  1. Set Your Goal: When creating a campaign, you must specify the campaign goal in the "Campaign Goal" field. A default example goal is pre-filled to help you get started, which you can customize to your needs.
  2. Automatic Analysis: After each call, the AI analyzes the call transcript against your specified goal. The system first reviews the success criteria definitions, then compares the actual call transcript with your campaign goal to determine the outcome.
  3. View Results: The analysis appears in the call results, showing:
    • Campaign Success Status: Whether the goal was achieved (successful, partially successful, or not successful)
    • Detailed Reasoning: Explanation of why the call received that status

Success Criteria ​

The system evaluates each call and returns only one of three specific results: "Success", "Partial Success", or "Not Successful".

The evaluation criteria are:

  • Success: The campaign goal was fully achieved
  • Partial Success: Partial information was obtained or the conversation was incomplete
  • Not Successful: The campaign goal was not achieved

The AI carefully reviews these criteria before analyzing your call transcript, ensuring consistent and accurate evaluation of campaign outcomes.

Using Campaign Analysis ​

  • Review campaign success data in the Results tab
  • Use the analysis to understand which calls achieved your objectives
  • Filter results to focus on successful or unsuccessful calls
  • Identify patterns in successful calls to improve your campaign strategy

Automatic Callback Scheduling ​

The system can automatically detect when contacts request to be called back at a later time during a campaign call.

How It Works ​

  1. Natural Conversation: During a call, if the contact mentions they want to be called back at a specific time (for example, "Please call me back tomorrow at 2 PM"), the AI assistant automatically detects this request.
  2. Smart Detection: The system analyzes the call transcript using AI to identify callback requests and extract the preferred date and time.
  3. Automatic Scheduling: Once detected, the system schedules the callback for the requested time. The callback will be attempted as soon as the scheduled time arrives.
  4. Visual Indicators: In the campaign contacts table, contacts with scheduled callbacks show a special "requested callback" status with the scheduled time displayed in a tooltip when you hover over it.

Important Notes ​

  • Callbacks are attempted as soon as the scheduled time arrives and remain active for up to 10 minutes after the scheduled time
  • If a callback time has passed by more than 10 minutes without being attempted, it will be automatically removed from the queue
  • The feature works seamlessly in the background - no manual action is required
  • Callbacks respect your campaign's configured calling hours and schedules

Benefits ​

  • Improved Contact Engagement: Reach contacts at their preferred time, increasing the chance of successful conversations
  • Reduced Missed Opportunities: Never lose track of a contact's callback request
  • Automated Workflow: No need to manually track and schedule callbacks - the system handles it automatically
  • Better Campaign Results: Calling at the right time improves overall campaign performance

Adding Contacts to Campaigns via Tags ​

Tags make it easy to add specific groups of contacts to your campaigns. You can filter contacts by tags when selecting which contacts to include in a campaign. This is especially useful when you want to target specific customer segments or groups.

How to use tags with campaigns:

  1. First, make sure your contacts have been tagged appropriately (see Viewing Contact Information for details on managing tags)
  2. When creating or editing a campaign and adding contacts, use the tag filter to show only contacts with specific tags
  3. Select the filtered contacts to add them to your campaign

For more information about managing contact tags, see the Contact Management section.

Customizing Calls with Additional Variables ​

When adding contacts to a campaign, you can customize specific variables for each contact to make your calls more personalized. This feature allows you to override the default values of additional variables configured in your assistant's prompt.

What Are Additional Variables? ​

Additional variables are customizable fields in your assistant's configuration that can be used during calls. For example, these might include:

  • Company name
  • Product names
  • Special offers
  • Appointment times
  • Custom information specific to your use case

These variables are defined when you set up your assistant and appear in the assistant's prompt to provide context during calls.

How to Use Additional Variables in Campaigns ​

  1. Navigate to Your Campaign: Go to the campaign details page where you want to add contacts.
  2. Click "Add Contacts": This opens the contact selection dialog.
  3. Expand "Overwrite additional variables": At the top of the dialog, you'll see a collapsible section. Click on it to reveal the available variables.
  4. Fill in Custom Values: Enter specific values for any variables you want to customize for the contacts you're about to add. Each field corresponds to a variable from your assistant's configuration.
    • Leave fields empty to use the assistant's default values
    • Fill in fields to override defaults for these specific contacts
  5. Select Contacts: Choose which contacts to add to the campaign as usual.
  6. Save: Click the save button to add the contacts with their custom variable values.

Example Use Cases ​

  • Real Estate Campaigns: Override the property address and price for different contacts
  • Sales Campaigns: Customize product names and special offers for different customer segments
  • Appointment Reminders: Set specific appointment times for each contact
  • Event Invitations: Customize event details like venue or special guest information

Important Notes ​

  • Custom variable values only apply to the contacts added in that specific operation
  • If you add more contacts later, you can set different values for them
  • Empty fields use the assistant's default variable values
  • These customizations make each call more relevant and personalized to the recipient

Best Practices ​

  • Plan your variables: Before creating campaigns, think about which information might vary between contacts
  • Use meaningful values: Provide clear, accurate information in custom variables
  • Test first: Try the feature with a small group of contacts to ensure variables work as expected
  • Keep it simple: Don't overcomplicate - only customize variables that truly need different values

Best Practices ​

  • Write clear campaign goals: Be specific about what you want to achieve. Good goals help the AI accurately analyze campaign success.
  • Keep your contact list up to date for better campaign results.
  • Use tags for segmentation: Organize contacts with tags to easily target specific groups in your campaigns.
  • Use the scheduling options to avoid calling contacts at inconvenient times. Take advantage of the flexible time selection (06:00-23:00 with 30-minute intervals) to precisely schedule calls during your contacts' preferred hours.
  • Regularly review campaign results to optimize your questions and actions.
  • Ensure assistants have valid phone numbers before assigning them to campaigns.
  • When deleting assistants, first reassign or remove any associated campaigns.
  • Review the campaign goal analysis to understand which calls succeeded and why.

For further assistance, refer to the in-app help or contact support.