Create a Campaign

Overview

Campaigns are built for repeatable outreach because they keep audience, pacing, retries, and reporting in one lifecycle.

How it works

• You choose channel and campaign details first, then import leads and delivery settings, so launch behavior matches business capacity.
• After launch, status tracking and pause/resume controls preserve operational control, which is harder to maintain in one-off blast workflows.

Important fields

• When to use a Campaign: Use a campaign when you want scheduling, pause/resume, retries, per-contact status, and a dedicated results page. Use Batch Call or Batch SMS for a quick one-off blast without ongoing campaign management.
• Credits: Each call and message uses wallet credits. Check your balance under Billing before launching a large audience.
• Published Pathway: Alex can only run conversations from a published Pathway (or an active Task). Publish and test in Pathway Studio or with Send Call first.

Use cases

• Recall outreach waves
• Scheduled follow-up programs
• SMS reminder sequences

Tips

• Good to know: small pilot runs reveal pathway or audience issues cheaply before full-scale credit spend.
• Good to know: naming conventions with month and purpose improve cross-team reporting later.

Campaign Type

Channel selection comes first because it determines pacing logic, conversation format, and downstream settings.

Move to Campaign Details and align caller identity, pathway, and language with the selected channel.

• Voice is selected when two-way conversation and live handling are required, while SMS fits concise nudges and confirmations.
• Choosing the right channel early prevents rework in later wizard steps where pathway, sender identity, and launch controls diverge.
• Call Campaign: Best for appointment reminders, follow-ups, qualification calls, recalls, and anything that needs a two-way conversation. Alex speaks using your chosen voice and Pathway.
• SMS Message: Best for short confirmations, reminders, and nudges. Recipients get texts guided by your SMS Pathway — no phone conversation.
• Good to know: if your goal depends on objection handling or booking conversation, voice usually outperforms SMS-only nudges.
• Dental recall calls to patients who are overdue (Voice)
• Same-day appointment confirmation texts (SMS)
• Post-visit satisfaction follow-up (Voice)
• Promotional offer to a saved contact list (SMS)

Campaign Details

Details define what recipients experience and what your team can attribute later.

Import leads and verify your audience shape before setting schedule and retry behavior.

• Name, caller ID, pathway or task, language, and voice are set together so communication intent stays coherent for every contact.
• Published version selection protects production stability, while explicit overrides let you test narrow experiments intentionally.
• Campaign Name: Appears on your campaign list and detail page. Use something specific — date, audience, or channel — not just "Campaign 1".
• Caller ID: The number recipients see when their phone rings. Must be a number you own in Hello Alex under Phone Numbers.
• Pathway vs Task: A Pathway is a full visual conversation flow (branches, booking logic, transfers). A Task is a simpler script — good for straightforward calls that do not need complex logic.
• Pathway Version: Production is the live version callers hear. Pick a numbered version only when you are deliberately testing a draft before rolling it out.
• Voice Selection: The AI voice on the call. Defaults to your Pathway setting; override here if this campaign needs a different tone or language voice.
• Language: The language Alex uses on voice calls. Match this to your Pathway and audience.
• Good to know: voice preview and pathway smoke tests catch mismatch issues before they become large outcome regressions.
• Recall campaign using your "Appointment Booking" Pathway with Production version
• Quick survey using a Task instead of a full Pathway
• Spanish-language outreach with Language set to Spanish and a matching voice

Import Leads

Audience quality controls campaign quality because delivery logic can only be as good as contact inputs.

Set schedule and pacing based on team capacity and acceptable callback volume.

• Leads arrive from CSV, CRM, saved contacts, or manual entry, then validation removes malformed records and applies DNC suppression rules.
• The final added-leads count becomes your effective audience, so reviewing it before launch prevents hidden under-delivery.
• phone_number column: Required for CSV files. Include country code (for example, +1 for US numbers). Rows without a valid phone number are skipped.
• Name / email / company: Optional CSV columns. Alex can use these details in the conversation if your Pathway references them.
• CRM import: Requires an active CRM connection. Use Sync from CRM now to refresh contacts before selecting them.
• Do Not Call (DNC): Numbers on your DNC list in Contacts are never dialed or messaged, even if they appear in your upload.
• Added Leads count: The final audience size for this campaign. Double-check this number matches what you expect before launch.
• Good to know: deduping and normalization before import usually improves completion rate and lowers wasted attempts.
• Export a segment from HubSpot and upload as CSV
• Select this month's overdue patients directly from CRM
• Reuse a saved "VIP Clients" list from Contacts
• Manually add your own phone number to hear the live experience before going wide

Schedule & Settings

Scheduling and pacing protect both customer experience and internal handling capacity.

Review final summary and confirm rate, audience, and retry posture before launch.

• Start time, calls per minute, retries, and retry delay define how quickly outreach happens and how much second-chance coverage no-answer contacts receive.
• Lower pacing usually improves operational stability for new numbers or small teams, while higher pacing trades control for faster completion.
• Start Immediately: Launches the campaign right after you confirm on step 5. Best when you are ready to monitor results live.
• Schedule for Later: Queues the campaign to start at a future date and time — useful for Monday-morning launches or specific business-hour windows.
• Calls per Minute: How fast Alex places new calls. At 3 calls/minute, Alex starts three new dials every minute until the list is done. Start low (1–2) for your first campaign.
• Retry Attempts: How many extra tries for no-answer or busy contacts. Each retry happens after the Retry Delay you set.
• Retry Delay: Wait time between retries: 30 minutes, 1 hour, 2 hours, or 4 hours. Gives people time to call back or become available.
• Good to know: aligning launch windows to staffed hours prevents warm-transfer drop-off and improves lead conversion quality.
• Schedule a Monday 9 AM launch for a weekly recall wave
• Set 2 calls/minute and 2 retries for appointment confirmation calls
• Launch immediately with 1 call/minute for a same-day urgent notice

Review & Launch

Final review exists to catch configuration drift before credit spend starts.

Launch and monitor early outcomes in campaign detail, call history, and SMS history.

• The summary consolidates channel, audience, routing, pacing, and retry details, making it easier to compare intent against actual configuration.
• After launch, monitoring and pause/resume controls keep the campaign adjustable without rebuilding audience imports.
• Total Leads: Final number of contacts Alex will attempt to reach. If this looks wrong, go back to Import Leads before launching.
• Call Rate: Your calls-per-minute setting. Higher rates finish faster but increase simultaneous live calls.
• Launch Campaign: Starts the campaign. This cannot be undone, but you can pause an active campaign from the campaign list or detail page.
• Pause / Resume: After launch, pause stops new calls from going out; resume continues where you left off. You do not need to re-upload your list.
• Campaign detail page: Click the campaign name or eye icon to see per-contact status — queued, ringing, completed, no answer, failed, and more.
• Good to know: first-wave live monitoring is often the fastest way to catch transfer load or script issues before they compound.
• Manager reviews Total Leads and Call Rate before approving a 500-contact launch
• Pause mid-campaign when your front desk reports too many live transfers
• Resume next morning after pausing at end of business hours

Next step

Complete campaign type and detail choices, then import a pilot audience to validate outcomes before full rollout.