Outbound Campaigns: Importing Contacts, Qualifying Questions & DNC List

Overview #

Outbound Campaigns allow your outbound AI agents to dial contact lists automatically. Campaigns enforce safety caps, calling windows, retry logic, and mandatory consent compliance.

Step 1: Create an Outbound Campaign #

1. Navigate to Outbound -> Campaigns in the dashboard sidebar (/dashboard/outbound-campaigns).
2. Click Create Campaign.
3. Select an Outbound Agent to run the campaign.
4. Set campaign boundaries:
   • Max Concurrent Calls: Limit concurrent active calls (e.g., 2 to 5).
   • Allowed Calling Hours: Restrict dialing to local business hours (e.g., 9 AM to 5 PM).
   • Max Retries: Set number of attempt retries for unanswered or busy calls (1 to 3 attempts).

Step 2: Import Contacts #

You can import contacts via CSV file upload or manual list pasting:

1. In the Contacts tab of your campaign, select Import Contacts.
2. CSV Upload: Upload a .csv file containing phone_number and optional name columns.
3. Paste List: Alternatively, paste numbers one per line in format +15551234567, John Doe.
4. Check the mandatory Consent & Compliance Confirmation box affirming that you have explicit permission to call these contacts.
5. Click Import Contacts. Duplicate numbers and invalid phone formats are automatically skipped.

Step 3: Qualifying Questions & Script #

• Script Template: Define the conversation flow using variables like {{name}}.
• Qualifying Questions: In the outbound agent setup, define structured questions (e.g., "Are you looking to buy or sell within 30 days?"). Responses are recorded during calls and summarized under the campaign's Answers Summary tab.

Managing the Do Not Call (DNC) List #

Ensure strict TCPA compliance by preventing calls to opt-out numbers:

1. Navigate to Outbound -> DNC List in your sidebar (/dashboard/dnc-entries).
2. Click Add DNC Entry.
3. Enter the phone number and optional reason for opt-out.
4. If a contact opts out during a live call (or requests removal), the system automatically adds their number to the global DNC list.
5. Any contact number matching an active DNC entry is skipped instantly during campaign execution.

Related Articles #

• Creating Your First Agent
• Understanding Call History & Recordings