This article introduces you to the CloudTalk Dialer, guiding you through setting up and managing your outbound campaigns. Learn to configure settings, build your audience and interpret campaign statistics to streamline your outreach and boost team efficiency.
User level:
Admin, Agent, Supervisor
CloudTalk Dialer Campaigns help your team run organized, personalized outbound outreach with ease. With smart contact queues, CRM integration, and recent UX improvements, launching campaigns is now faster and simpler than ever.
🚀 Heads up! CloudTalk Dialer is a powerful add-on designed to supercharge your outbound efforts - but it’s not part of our standard packages by default.
Don’t see the Dialer tab in your app? No worries! Just reach out to your dedicated Customer Success Manager or to our CloudTalk Support team if you don’t have one.
Dialing calls through CloudTalk Dialer
Dialer calls are outbound calls specifically initiated through the CloudTalk Dialer within the CloudTalk Desktop app or webphone. Unlike standard outbound calls, Dialer calls are automatically launched based on a pre-defined audience list from your campaign in the Dialer section.
To maximize your team's efficiency, CloudTalk Dialer offers two distinct dialing types:
Sequential Dialer - Initiate one-by-one outreach to contacts within your campaign audience.
Parallel Dialer - Conduct simultaneous outreach to groups of contacts within your campaign audience.
Select the ideal dialer type for your campaign to optimize your outbound efforts.
💡 Learn how to leverage each dialer type effectively by exploring our dedicated articles on Sequential and Parallel Dialers.
Configuring the Dialer campaign
In CloudTalk Dashboard, navigate to Dialer > Campaigns, then click
+Add Campaignto begin.
Next, configure the basic campaign settings.
Name your campaign.
Set the Status to Active if you want the campaign to start immediately, or Inactive to launch it later.
Enable Schedule campaign to configure specific time campaign should be Active from.
Next, define your campaign's audience using one of two methods:
Select contacts by tags - Choose a tag (or tags) that contacts in CloudTalk must be associated with to join the campaign audience.
Contacts from your CRM - If an integration supporting contact lists is active, select the CRM contact list containing your desired audience. Learn more about importing audience from:
⚠️ This feature is available exclusively in the CloudTalk Dashboard. It is not supported in the legacy dashboard.
Choose your desired calling strategy:
Sequential Calling - Leave Parallel Calling disabled to dial contacts one-by-one.
Parallel Calling - Enable Parallel Calling to dial multiple contacts simultaneously. Then, set the desired number of parallel calls and select a default voicemail message for detected voicemails.
Define parameters for re-attempting contact outreach:
Attempts per contact - Specify the number of times the system should retry reaching an unsuccessful contact.
Hours between attempts - Set the minimum hours between retries for the same contact.
Answer wait time - Determine the maximum seconds (5-300) the dialer will wait before ending a call.
Enable or disable setting to Automatically dial next contact after a call ends.
Set your desired Calls recording preference.
Select Outbound caller id, public number displayed to the contact when incoming call rings on their phone.
Select the users authorized to dial through this campaign by either:
Assigning groups your agents are part of.
Choosing specific users directly.
Switch to the Disposition Settings tab at the top of the page. Configure disposition buttons to accurately reflect expected call outcomes for your campaign. Learn more about dispositions in the Campaign Dispositions section.
Click
Create campaignat the bottom of the page to save your configuration.
Load existing campaign
Campaign configuration can be a time-consuming process. If you have an existing campaign with settings similar to your new one, utilize the Load existing feature to quickly copy its pre-configured settings, saving you significant manual work.
n the top right corner of the Campaign configuration screen, click the
Load existingbutton.Search for the campaign whose settings you wish to load.
Adjust the loaded configuration to fit your current needs.
Click
Create campaignto save your configuration.
Call Dispositions
A vital part of every CloudTalk Dialer campaign call is the agent's selection of a disposition. Dispositions represent the call's outcome and are mandatory for every call dialed through the CT Dialer.
Personalizing Disposition Buttons
Within the Disposition Settings tab of your Campaign configuration, you can personalize the outcome buttons available to your agents after each call. These buttons allow your team to quickly and efficiently record the call's result.
For every button, you can:
Define a Name.
Assign a Type, which dictates follow-up actions within the campaign logic.
Select a Color for visual distinction.
Add a Description for agent guidance.
The Type of each button is crucial, as it determines how the system processes the call outcome and defines subsequent campaign actions.
Type | Followup action |
Successful, Positive Outcome | Marks the call as a success for campaign statistics; prevents reattempts to this contact. |
Successful, Negative Outcome | Marks the call as a non-success for campaign statistics; prevents reattempts to this contact. |
Reschedule | Does not mark the call with a result type; puts the contact back in the queue at the specified reschedule time. |
Failed, Call Later | Does not mark the call with a result type; puts the contact back in the queue for reattempt as a repeated contact. |
Failed, No Retry | Marks the call as a non-success for campaign statistics; prevents reattempts to this contact. |
System dispositions
System dispositions are predefined by CloudTalk and automatically applied based on SIP response codes and metadata (e.g., call status, voicemail detection). These cannot be changed or deleted, but you can customize their display and map them for CRM exports.
Title | Type | Description | Hidden in Reports? |
Voicemail – Message Left | Failed, Call Later | Voicemail detected & pre-set recording played (dropped) | No |
Voicemail – No Message Left | Failed, Call Later | Voicemail detected & no pre-set message sent | No |
User Cancel | Failed, Call Later | Agent manually ended the call | No |
Number Not in Service | Failed, No Retry | Invalid or disconnected number | No |
Line Busy | Failed, Call Later | Busy tone detected | No |
Ring Out | Failed, Call Later | Call rang full duration with no answer | No |
Call Blocked | Failed, No Retry | Carrier blocked the call | - |
System dispositions with a negative result are automatically used by CloudTalk to determine which contacts should be retried during parallel dialing.
Integration Mapping
For each disposition, you can set up Integration Mapping to connect call outcomes directly with your CRM system. This streamlines workflows by ensuring call results are accurately reflected in customer records and facilitates better follow-up actions.
To configure this connection, select the respective external value from the dropdown in the Integration Mapping section for each disposition.
CRM Mapping is available for HubSpot, Salesforce, Pipedrive, and Zoho CRM.
Accessing Campaign Statistics
The Campaign Statistics section is your go-to place for insights into how your campaigns are performing. We've organized the data to give you a clear picture of your progress and results.
To review a campaign's statistics, simply find the campaign in your list and click the statistics icon in the actions section on the right.
The Statistics tab for your campaign will then be displayed. Right at the top, General Metrics provide an overview, including things like your conversion rates, how many calls were dropped, and the total number of contacts in your audience.
Next, dive into Sales Stats to see the breakdown of sales-related outcomes. These are calculated based on the disposition types you've set:
Sale and Interested - reflects calls marked with a "Successful, Positive Outcome" disposition type.
Not interested - reflects calls marked with a "Successful, Negative Outcome" disposition type.
Do not call - reflects calls marked with a "Failed, No Retry" disposition type.
💡 Calls marked with a dispositions of types "Reschedule" or "Failed, Call Later" aren't factored into these sales statistics. That's because their final outcome isn't clear yet when the disposition is chosen.
Beyond sales, Call Stats give you overall call performance metrics, and the Durations section offers insights into how long your campaign calls are lasting.
Finally, the Call History Logs provide a detailed list of every call made through the campaign. Here, supervisors and administrators can easily review call data, listen to recordings, and even request the full call log history sent to their email in a CSV format for more in-depth analysis.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!