Outbound Campaigns

Outbound campaigns schedule and place calls through an agent’s outbound flow. The campaign supplies the contacts, phone numbers, calling hours, and source data; the selected flow controls what happens during and after each call.

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Choose a campaign type

Select Create Campaign, then choose how contacts enter the campaign: After choosing the type, enter a campaign name and select the use case that best describes it. The use case is more than a label: it sets how the outbound dial queue prioritizes the campaign’s calls, such as fresh-lead urgency, reminder timing, callback treatment, or standard pacing. The picker explains what each choice means for dialing. You can change the use case later from the campaign’s General settings, and the new selection is saved with the campaign.

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Complete campaign setup

The setup has six steps:

1. Campaign Info: Name the campaign and choose its use case.
2. Select Trigger Type: Configure the webhook, Google Sheets connection, or CSV files that provide contacts.
3. Add Phone Numbers: Choose the outbound numbers and how Phonely selects among them.
4. Set Call Cadence: Choose the days, time ranges, maximum calls per hour, and any do-not-dial days.
5. Configure Call Flows: Select a published outbound flow and map any source fields it needs.
6. Compliance: Review and accept the required compliance and Do Not Call acknowledgements.

The setup remains a draft until every required step is complete.

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Configure calling hours

Enable the days when calls may run and add one or more time ranges to each day. Calls Per Hour limits how many calls Phonely can place in an hour. Calling hours are evaluated in each contact’s scheduling timezone. Phonely uses the agent timezone unless the campaign maps a timezone field or is configured to infer the timezone from the contact’s phone number. The editor warns when a configured range falls outside 8:00 AM–9:00 PM. This warning does not replace your own compliance review.

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Give a contact its own calling window

When your contact data already says when each person may be called, map Recipient calling window field in the campaign’s general settings to that source field. Write each window as a daily time range such as 09:00-17:00, and separate multiple ranges with a semicolon: 09:00-12:00;13:00-17:00. Each window is evaluated in that contact’s own timezone. A contact’s window can only narrow the campaign’s calling hours, never extend them. If a contact’s window never overlaps the campaign’s hours, that call is held rather than dialed.

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Set do-not-dial days

Use Do Not Dial Days in Set Call Cadence to keep a campaign from placing calls on specific dates, such as holidays. Add dates in either of two ways:

• Select the US federal holidays preset to add its upcoming dates at once.
• Select individual dates on the year calendar.

Date edits are part of the campaign form. They are saved when you select Save and discarded if you close the setup without saving. On a do-not-dial day, the campaign shows a Paused — do-not-dial day indicator in the campaign list and detail views and resumes automatically on the next allowed day. Do-not-dial days do not replace the calling-hours, consent, and suppression rules that apply to each contact and jurisdiction.

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Select a flow

A campaign uses one published outbound flow. You can select an existing flow or create one during setup. Map the fields from the campaign source to the variables the flow needs before launching the campaign. See Outbound Flows for the flow requirements.

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Launch and monitor the campaign

After setup, start the campaign from the campaign list. Campaigns appear as In Progress, Paused, or Completed as their status changes.

• Pause a campaign to stop new calls temporarily.
• Resume a paused campaign when it is ready to continue.
• Open the campaign to review its queued and completed calls.

A queued call shows why it has not been dialed yet: Hover a held call to see the reason. A call goes on hold when the contact’s calling window no longer overlaps the campaign’s hours, when that window could not be read, or when the campaign’s calling hours are misconfigured. Widen the campaign’s hours or correct the contact data to release it. Before using production contacts, test the selected flow and campaign mappings with contact data and phone numbers you control.