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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.
    • You can always create new campaigns, regardless of your subscription plan's campaign limit.

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): Define the goal you want to achieve with each call. 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 each call and determine if it achieved the desired outcome (Success, Partial Success, or Failure).
    • Select the assistant to use for calls.
    • Set the campaign period (start and end dates).
    • Configure retry attempts and delay between retries.
    • Configure calling schedule: Choose the days and hours when calls can be made.
      • Enable/disable days: Toggle each day of the week on or off.
      • Multiple time slots: For each active day, you can add up to 4 separate calling time windows. This is useful if you want to avoid lunch breaks or split calling hours (for example, 9:00-12:00 and 14:00-18:00).
      • Add time slots: Click on the time slot indicator for any active day to open the schedule editor, then use "Add time slot" to create additional windows.
      • Time validation: The system prevents you from creating overlapping time slots on the same day.
      • Flexible timing: Select specific times 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.
    • ⚠️ Active campaigns limit: If your subscription plan has a limit on active campaigns and you have already reached it, the Run button will be disabled when the campaign is paused. A tooltip will show how many active campaigns you are running and the maximum allowed. Pause another campaign to start this one, or upgrade your subscription plan from the Subscriptions page.
    • 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.
      • Adding Contacts: Click the Add Contact button at the top of the Contacts tab to open the contact picker. When no contacts have been added to the campaign yet, an informational message is shown and the Add Contact button is displayed prominently in the center of the tab for easy access.
      • Customizing Call Variables When Adding Contacts: The contact picker includes an "Overwrite Additional Variables" collapsible section. Expand it to set custom values for the assistant's call variables (such as "Goal", "Company", or other fields defined in your assistant's schema). Any values you enter here will be applied to all contacts you are adding in this batch and will override the assistant's default values for those fields. Leave a field blank to keep the default value. These custom values are sent together with the contact selection in a single step, ensuring they are always applied when the call is made.
      • Campaign Statistics: The statistics blocks (Calls, Contacts, Average Call Time, Campaign Success, Call Success, Interrupted Calls) are only shown once contacts have been added to the campaign. They are hidden on new campaigns with no contacts.
      • Search and Filter Contacts:
        • Search by phone number: Quickly find contacts by entering their phone number in the search field
        • Search by name: Find contacts by typing their name in the search field
        • Filter by status: Use the status dropdown to show only contacts with a specific status (Waiting, Done, In Progress, Error)
        • Filter by success: Use the success status dropdown to filter contacts by campaign evaluation results (Success, Partial Success, or Failure). This filter shows how well each contact's call achieved the campaign goal you defined.
        • Search results update automatically as you type (with a short delay for better performance)
      • Success Status Indicators:
        • Each contact in the table shows a success status indicator - a colored tag that represents how well the call achieved the campaign goal
        • Green tag: The campaign goal was fully achieved (Success)
        • Yellow tag: Partial information was obtained or the conversation was incomplete (Partial Success)
        • Red tag: The campaign goal was not achieved (Failure)
        • Gray dash (—): No evaluation available yet or the call hasn't been completed
        • Tags are displayed with clear text labels (Success, Partial, Failure) for easy identification at a glance
      • Template Overwrites Column:
        • Each contact row includes an Overwrites column showing any custom call variables set for that contact
        • Overwrites can be set in two ways:
          • Manually when adding contacts: Use the "Overwrite Additional Variables" section in the contact picker to set values for all contacts in a batch
          • Automatically by the preselection agent: When preselection is enabled, the AI may suggest custom values for each contact
        • Overwrites appear as colored tags — each tag represents a customized variable that will be applied when the contact is called
        • Hover over a tag to see the full value of the overwrite
        • A dash (—) is shown when no overwrites have been set for a contact
      • Sort Contacts:
        • Sort by last call date: Click the "Last Call" column header to sort contacts by when they were last called
        • Sort by duration: Click the "Call Duration" column header to sort contacts by call length
        • Switch between ascending and descending order by clicking the column header again
      • Pagination: Navigate through your contacts list with page controls at the bottom of the table. You can choose to display 10, 20, 50, or 100 contacts per page for easier management of large contact lists.
      • 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. The system properly preserves any custom call variables (template overwrites) that were set by the preselection agent, ensuring personalized information is maintained when restarting contacts.
        • 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: (visible only when contacts have been added)
        • 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.
        • Filter by Call Type: Each statistic block shows a percentage badge (colored green, yellow, or red based on performance) and includes a "Filter" button. Click the filter button on any statistic to toggle the filter:
          • Filter by Campaign Success: View only contacts whose calls achieved the campaign goal
          • Filter by Call Success: View only contacts whose calls were marked as successful
          • Filter by Interrupted: View only contacts whose calls were interrupted or ended by the customer
          • Toggle Filter: Click "Filter" to activate filtering for that call type. The statistic block will be highlighted and the button will change to "Unfilter". Click "Unfilter" to remove the filter and return to showing all contacts
          • When you remove a filter, the contact list automatically returns to the first page
        • The percentage badges help you quickly identify areas that need attention (red indicates issues, green indicates good performance)
    • 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.
      • Contact Name Display: Contact names are now reliably displayed in the results table. The system automatically retrieves names from your contact database to ensure accurate identification of who was called. If a contact doesn't have a name stored, "—" will be displayed.
      • Enhanced Readability: Table cells automatically display long text with tooltips. When text is too long to fit in the table cell, it will be truncated with "..." (ellipsis), and you can hover over it to see the full content in a tooltip. This allows you to view more information at a glance while still having access to complete details when needed.
      • 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
          • Campaign Success Status: Filter by whether calls achieved the campaign goal (Success, Partial Success, or Failure)
        • 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.
    • Preselection:
      • Use AI to automatically evaluate contacts before making calls
      • Set up criteria to approve or exclude contacts from your campaign
      • Customize call variables for each approved contact
      • Monitor preselection statistics and review AI decisions
      • See the Preselection Agent documentation for complete details
    • Sources: (Admins only)
    • Preselection:
      • AI-powered contact evaluation and approval workflow before calls are made
      • Enable or disable preselection for your campaign
      • Define custom criteria for contact evaluation
      • Review and approve/reject contacts individually
      • View preselection statistics and AI-generated descriptions
      • See Campaign Preselection below for detailed information
    • Notifications:
      • Configure push notification settings for this campaign
      • Enable or disable Green Candidate Notifications — receive an instant browser push notification whenever a contact is evaluated as a strong match (green candidate)
      • See Campaign Notifications below for detailed information

Campaign Notifications ​

The Notifications tab in your campaign settings lets you control which events trigger browser push notifications for that campaign.

Green Candidate Notifications ​

A green candidate is a contact who completed a campaign call and was automatically evaluated as having fully achieved the campaign goal — a strong match worth immediate follow-up.

Enabling Green Candidate Notifications ​

  1. Open the campaign from the Campaigns page.
  2. Click the Notifications tab.
  3. Toggle on "Green Candidate Notifications".
  4. Click Save to apply the setting.

Once enabled, anyone in your team who has allowed browser push notifications will receive an alert the moment a green candidate is identified. Clicking the notification takes you directly to the campaign's Contacts tab.

What the notification looks like ​

  • In-app bell: A new entry with the contact's name and a green indicator.
  • Browser push alert: Title "🟢 Green Candidate: [Contact Name]", message "In campaign: [Campaign Name]".

Disabling Green Candidate Notifications ​

Toggle off "Green Candidate Notifications" in the Notifications tab and click Save.

Browser permission required

Push notifications only work if your browser has permission to show notifications from this site. If you haven't allowed notifications yet, click the bell icon in the top-right corner — the system will ask for permission automatically.

Campaign Preselection ​

Campaign Preselection is an AI-powered feature that allows you to automatically evaluate and filter contacts before they enter the calling workflow. When enabled, contacts are reviewed against your custom criteria and can be approved or rejected, ensuring only the most relevant contacts are called.

How Preselection Works ​

  1. Contact Import: When contacts are added to a campaign with preselection enabled, they start with a "New" status instead of automatically entering the "Waiting" queue.

  2. AI Evaluation: The system automatically evaluates new contacts using AI based on your defined criteria. The AI analyzes each contact's information against your requirements.

  3. Review & Approval: You can review the AI's evaluation and manually approve or reject contacts. Approved contacts move to "Waiting" status and enter the calling queue, while rejected contacts are excluded from the campaign.

Accessing Preselection ​

Navigate to your campaign details page and click on the Preselection tab. The preselection feature has two sub-tabs:

  • Settings: Configure preselection for your campaign
  • Contacts: View and manage contacts awaiting evaluation

Preselection Settings ​

In the Settings tab, you can:

Enable/Disable Preselection:

  • Use the toggle switch to enable or disable preselection for your campaign
  • When disabled, contacts are automatically added to the "Waiting" queue as before
  • When enabled, new contacts will require evaluation before being called

Define Filter Criteria:

  • Enter your ideal contact criteria in the text field (up to 2,000 characters)
  • Be specific about the characteristics you're looking for
  • Example: "Only B2B companies with 50+ employees in the technology sector"
  • The AI uses these criteria to evaluate each contact

Save Your Settings:

  • Click the Save button to apply your preselection configuration
  • The filter criteria is required when preselection is enabled
  • Use Cancel to discard changes and return to the previous settings

Managing Preselection Contacts ​

The Contacts tab shows all contacts in your preselection workflow with the following features:

Statistics Cards: Three statistics blocks show at the top of the page:

  • Imported: Total number of contacts added to the campaign
  • Eligible: Contacts approved and ready for calling (in "Waiting" status)
  • Excluded: Contacts that have been rejected

Contact Status: Contacts can have three preselection-related statuses:

  • New (blue badge): Newly imported contacts awaiting evaluation
  • Waiting (gray badge): Approved contacts in the calling queue
  • Rejected (red badge): Contacts excluded from the campaign

Filter by Status:

  • Use the status dropdown to filter contacts by their current status
  • Select "All Statuses" to see all contacts
  • Filter by specific statuses to focus on contacts needing action

Contact Table: The table displays:

  • Name: Contact's name
  • Status: Current status badge (New, Waiting, or Rejected)
  • Preselection Description: AI-generated evaluation explaining why the contact was approved or rejected. Long descriptions are truncated with "..." and can be viewed in full by hovering over them.
  • Overwrites: Custom field values suggested by the AI for this contact (shown as colored tags). Hover over tags to see the actual values.
  • Actions: Buttons to approve or reject the contact

Approve/Reject Actions:

  • Click the green checkmark button to approve a contact and move them to "Waiting" status
  • Click the red X button to reject a contact and exclude them from calling
  • A confirmation dialog appears when rejecting contacts to prevent accidental actions
  • Status changes are applied immediately and reflected in the statistics

AI-Generated Insights:

  • Each contact evaluated by AI includes a description explaining the evaluation
  • The AI may suggest custom field values (overwrites) to personalize the call for specific contacts
  • These insights help you make informed decisions about approving or rejecting contacts

Status Transitions ​

Contacts can move between statuses based on your actions:

  • New → Waiting: Approve a new contact to add them to the calling queue
  • New → Rejected: Reject a new contact to exclude them from the campaign
  • Rejected → Waiting: Approve a previously rejected contact to give them another chance
  • Waiting → Rejected: Reject a contact that's already in the calling queue

Best Practices ​

Writing Effective Filter Criteria:

  • Be specific about required qualifications or characteristics
  • Include both positive criteria (what you want) and negative criteria (what to avoid)
  • Mention industry, company size, role, location, or other relevant factors
  • Example: "Target decision-makers in mid-sized companies (50-500 employees) in the healthcare or insurance industry. Avoid contacts from companies with fewer than 20 employees or those in retail."

Reviewing AI Evaluations:

  • Review the AI's description to understand why contacts were approved or rejected
  • Check suggested overwrites to see if the AI identified relevant customization opportunities
  • Use your judgment to override AI decisions when appropriate

Managing Large Contact Lists:

  • Use status filters to focus on contacts needing your attention
  • Review "New" contacts regularly to keep the campaign moving
  • Monitor statistics to track approval rates and campaign progress

Important Notes ​

  • Preselection runs automatically every 3 minutes for active campaigns
  • The AI evaluates up to 10 contacts per campaign in each evaluation cycle
  • Preselection works independently of the outbound calling scheduler
  • Individual status updates ensure better control and validation of state changes
  • All preselection data respects tenant isolation for multi-tenant security

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
  • Direct outbound callbacks: When a contact calls back on the outbound assistant's phone number directly (without a paired inbound assistant), the system will also recognize the call as a campaign callback and apply the correct campaign context and personalization automatically
  • 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 success 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.

Evaluation of Contacts in Campaigns ​

Each contact can be evaluated after a call based on client-specific criteria. The client defines the success criteria for a specific campaign, and each contact is evaluated against those criteria to determine the outcome.

Defining Client-Specific Criteria ​

When setting up your campaign, you can define custom evaluation criteria that match your business needs. The criteria should clearly describe what outcomes qualify as "good", "bad", "partially good", or "n/a" (not applicable when information is missing).

Example Criteria ​

Here's an example of client-specific criteria for a recruitment campaign:

CLIENT-SPECIFIC CRITERIA EXAMPLE

  • Output "good" if the candidate has:

    • Good or Partial German skills
    • Job experience
    • Availability within 3 months

  • Output "bad" if the candidate has:

    • Bad German skills OR
    • No job experience OR
    • Availability later than 6 months

  • Output "partially good" if decision in between good and bad

  • Output "n/a" if there are information for some of the criteria missing in the conversation.

These criteria help you quickly identify which contacts meet your requirements and which ones need follow-up or should be excluded from further consideration.

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
  • Customize evaluation criteria to match your specific business needs

Testing Campaign Goals ​

Before committing changes to your campaign goal, you can test how different goal formulations perform against previous call transcripts. This helps you optimize your evaluation criteria and improve campaign success rates.

How to Test Campaign Goals ​

  1. Open the Test Modal: On the campaign detail page, click the "Test Goal" button near the campaign description to open the testing modal.

  2. Edit Your Goal: The modal shows your current campaign goal in an editable text area. Modify the goal text to test different formulations.

  3. Select Calls for Testing:

    • Browse the table of completed calls from your campaign
    • Use the search fields to find specific calls by phone number or contact name
    • Filter calls by status (Waiting, Done, Failed) or current success status
    • Select up to 10 calls using the checkboxes
    • The system shows how many calls you've selected (e.g., "3 of 10 calls selected")
    • You'll see a warning when you reach the maximum selection limit

  4. Run the Test: Click the "Run Test" button to evaluate the selected calls against your modified goal. The button will show "Evaluating..." while the test is running.

  5. Review Results: After evaluation completes (typically 5-10 seconds), you'll see:

    • Old Status: The original evaluation result for each call (Success, Partial Success, or Failure)
    • New Status: How the call would be evaluated with your new goal
    • Change Indicator: Whether the result improved (⬆️), stayed the same (➡️), or got worse (⬇️)
    • Summary Statistics: Total count of improved, unchanged, and degraded results

  6. Iterate or Save:

    • Click "Test Again" to modify the goal and run another test
    • Click "Save Goal" to update the campaign with your new goal
    • Click "Cancel" or close the modal to discard changes (you'll be warned if you have unsaved changes)

  7. Re-evaluate All Contacts (optional, available after saving):

    • After saving the goal, a "Re-evaluate Contacts" button appears next to "Test Again"
    • Click it to apply the new goal to all completed calls in the campaign — this updates the stored evaluation results for all contacts with completed calls
    • A background job runs the re-evaluation and you will receive an email notification when it finishes
    • The button is disabled while a re-evaluation is already in progress; a tooltip explains the current status
    • You can trigger a new re-evaluation at most once every 20 minutes

Important Notes ​

  • No Data Changes (Testing): Testing does not modify any existing call evaluations. It only shows how calls would be evaluated with a different goal.
  • Re-evaluate Contacts Updates Data: Unlike testing, clicking "Re-evaluate Contacts" permanently updates the evaluation results for all completed calls in the campaign.
  • Maximum Selection: You can test up to 10 calls at a time to ensure fast response times.
  • Rate Limiting: The system allows up to 3 test evaluations per minute to maintain performance.
  • Re-evaluation Cooldown: Re-evaluating all contacts can be triggered at most once every 20 minutes per campaign.
  • Email Notification: You will receive an email when a re-evaluation job completes.
  • Completed Calls Only: Only completed calls with transcripts can be tested or re-evaluated. If your campaign has no completed calls yet, run the campaign first to collect data for testing.

Best Practices for Goal Testing ​

  • Test with Diverse Calls: Select a mix of successful, partially successful, and unsuccessful calls to get a complete picture
  • Iterate Gradually: Make small adjustments to your goal and test incrementally rather than complete rewrites
  • Look for Patterns: If many results improve or degrade, analyze what changed in your goal formulation
  • Consider Edge Cases: Include calls that were borderline (partial success) to see how your new goal handles them
  • Save When Confident: Only save your new goal when test results show clear improvement

Example Use Cases ​

  • Refining Success Criteria: Test whether narrower or broader criteria produce more accurate evaluations
  • Adding Context: See if including additional details in your goal improves evaluation accuracy
  • Simplifying Goals: Check if a simpler goal formulation maintains evaluation quality
  • Targeting Specific Outcomes: Adjust goals to better identify the specific business outcomes you care about

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
  • API Support: Template overwrites are also available when adding contacts via the Campaign API, allowing for programmatic customization

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.
  • Optimize calling schedules: Use multiple time slots per day to avoid calling during lunch breaks, meetings, or other inconvenient times. For example, set morning (9:00-12:00) and afternoon (14:00-18:00) windows to maximize contact availability.
  • 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.