What is a Campaign?
A Campaign lets you call hundreds or thousands of contacts using your AI agent. Perfect for:- Lead outreach and qualification
- Appointment reminders
- Customer surveys and feedback
- Follow-up calls
- Re-engagement campaigns
Creating a Campaign
Create Campaign
Go to Campaigns and click Create Campaign.Provide:
- Campaign name
- Description (optional)
- Objective (e.g., “Schedule appointments”, “Qualify leads”)
Select Agent
Choose which AI agent will make the calls. The agent’s personality and knowledge will be used for all campaign calls.
You can create a specialized agent just for campaigns with different behavior than your inbound agent.
Add Contacts
Import contacts via:
- CSV Upload - Upload a file with phone numbers and contact details
- Manual Entry - Add individual contacts
- Existing Contacts - Select from your contact database
phoneOptional fields: first_name, last_name, email, company, titleConfigure Settings
Set campaign parameters:
- Calling hours - When the agent can make calls
- Timezone - Respect contact timezones
- Retry settings - How to handle unanswered calls
- Concurrent calls - How many calls at once (limited by plan)
Campaign Status
| Status | Description |
|---|---|
| Draft | Not yet started, still configuring |
| Active | Currently running, making calls |
| Paused | Temporarily stopped, can be resumed |
| Completed | All contacts called or exhausted retries |
| Cancelled | Manually stopped, will not resume |
Automatic Retry Logic
SmartAlex automatically schedules callbacks when calls don’t connect:| Outcome | Retry Behavior |
|---|---|
| Voicemail | Retry after 24 hours (up to 3 attempts) |
| No Answer | Retry after 24 hours (up to 3 attempts) |
| Busy Signal | Retry after 1 hour (up to 5 attempts) |
| Network Error | Retry after 30 minutes (up to 3 attempts) |
| Invalid Number | Marked as failed, no retry |
| DNC Request | Added to Do Not Call list, no retry |
Real-Time Monitoring
While a campaign is running, you can see:- Progress - Contacts called vs. remaining
- Connect rate - Percentage of answered calls
- Sentiment breakdown - Positive/neutral/negative outcomes
- Active calls - Live calls in progress
- Estimated completion - When the campaign will finish
Campaign Analytics
After a campaign completes, view detailed analytics:| Metric | Description |
|---|---|
| Total calls | Number of call attempts made |
| Connected calls | Calls that were answered |
| Connect rate | Percentage of answered calls |
| Average duration | Average length of connected calls |
| Total cost | Campaign calling costs |
| Sentiment | Breakdown of call outcomes |
Best Practices
Optimal Calling Times
Optimal Calling Times
Best times for outbound calls:
- B2C: Tuesday-Thursday, 10am-12pm or 2pm-5pm local time
- B2B: Tuesday-Thursday, 9am-11am or 2pm-4pm local time
- Avoid: Mondays, Fridays, weekends, holidays
Contact List Quality
Contact List Quality
Improve connect rates with clean data:
- Verify phone numbers are valid
- Remove duplicates
- Check against DNC lists
- Include contact names for personalization
Campaign Objectives
Campaign Objectives
Be specific about what your agent should accomplish:
- “Schedule a demo for next week”
- “Confirm the appointment on [date]”
- “Collect feedback about their recent purchase”
- “Qualify interest level (1-10) and budget”