Help & Support

Call lists (campaigns)

A call list (also called a campaign) is a set of contacts to call, with an optional script, assigned to your agents. Manage them on the Call Lists page (Organization Admins and Team Leads only).

The page shows Total Campaigns, Total Contacts, Completed and Completion Rate, and a table you can search and filter by status (Draft / Active / Paused / Completed).

Create a call list

  1. Click Create Call List. A six-step wizard opens.
  2. Choose Method — Upload CSV to import new contacts, or Select Contacts to pick from contacts you already have.
  3. Add Contacts
    • Upload CSV: drag in a .csv (or Select CSV File). Recognized columns: name, email, phone, company, notes, tags. Download Template gives you a starting file. Contacts whose phone numbers already exist are reused, not duplicated.
    • Select Contacts: search by name, email, phone or company, filter by tags (match any / match all) and status, and tick the contacts you want.
  4. List Details — enter a Name (required) and choose:
    • Campaign Type: Marketing, Sales, Support, Survey or Other.
    • Priority: Low, Medium, High or Urgent.
    • Distribution Strategy: Manual Assignment, Round Robin or Load Based (see Assign contacts below).
    • Caller ID number: which of your numbers contacts will see, or Use org default / agent number.
    • Description (optional).
  5. Add Tags (optional).
  6. Generate Script (optional) — write the call's purpose and key points and let AI draft a script, or skip. See AI features.
  7. Review & Create — check the summary and click Create Call List.

The list is created as a Draft.

Assign contacts to agents

Contacts must be assigned before a campaign can go live.

  1. From the call list's row menu choose Assign Contacts (or open the list and use its Activation or Contacts tab → Add Contacts).
  2. Choose an Assignment Strategy:
    • Manual Assignment — everything goes to the agents you select.
    • Round Robin — contacts are dealt out evenly, one at a time.
    • Load Based — each agent is filled up to the Maximum Contacts per Agent (default 50) before moving to the next.
  3. Select the agents (active Agents and Team Leads are listed; search or filter by role).
  4. Check the Distribution Preview and confirm.

Assigned agents receive an email — {n} new contacts assigned to you - {call list} — with a link to their Call Board.

Skill Based appears in the strategy list but is not yet implemented; choosing it assigns no contacts. Use Round Robin or Load Based instead.

Activate, pause and archive

Open the call list and go to the Activation tab.

  • Activate the campaign once at least one contact is assigned. Status becomes Active and the contacts appear in agents' call queues.
  • Pause to stop calling; Activate again to resume.
  • To retire a list, choose Archive from the row menu on the Call Lists page. Archiving stops all calling activity for that list. Call lists cannot be deleted.

Track progress

Open a call list to see Total Contacts, Assigned, Completed and Success Rate, plus these tabs:

  • Overview — campaign type, priority, distribution strategy and schedule.
  • Activation — assignment and completion progress, activate/pause.
  • Contacts — every contact in the list with status (Pending, Assigned, In Progress, Completed, Skipped, Failed), who it's assigned to, attempts and last attempt.
  • Scripts — manage the call script (see below).
  • Analytics — completion rate, answer rate, average call duration, contact status breakdown and call outcomes.

Edit a call list

Choose Edit from the row menu or the Edit button on the list page. You can change:

  • Name, Description and Campaign Type.
  • Call Script — write it here or in the Scripts tab. Click Insert Variable to add placeholders such as {{first_name}}; use {{variable::fallback}} to provide a default if the value is empty. Agents see the script with values filled in while on the call.
  • Custom Dispositions — up to 4 campaign-specific call outcomes. They appear at the top of the agent's outcome list when logging a call.

Click Save Changes.

How agents work a call list

Agents don't see the Call Lists page. Their assigned contacts appear in My Call Queue on their dashboard and on the Call Board, showing which list each contact came from. See Making calls.

Limits

Each plan includes a maximum number of campaigns; see Billing, plans & seats.