> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Running a campaign

> A guide for agents: start a session, work your queue, set dispositions, use call controls, and end your session in the AI Sales Dialer.

<Note>
  Learn how to start a session, work your queue, set dispositions, use call controls, and end your session in the AI Sales Dialer.
</Note>

**User Level**: Admin, Agent

***

When you join a campaign, the AI Sales Dialer feeds you contacts, handles the dialing, and keeps score so you can focus on the conversation.

<h2 id="h_9f1dd48d4a">
  Opening the new dialer
</h2>

In the CloudTalk Phone app, click **Dialer** under Campaign dialers. If your account has the new dialer enabled, you'll see two options:

* **Dialer**: what you use today (legacy).

* **Dialer** with a **New** badge and the subtitle "Try the new dialer": the new AI Sales Dialer. Click this one.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/17025679/670b30068701-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=2a474535e557625cf0957f12fb623352" alt="" width="350" data-path="images/help-center/articles/17025679/670b30068701-image.png" />
</Frame>

<h2 id="h_897e2f8c0d">
  Starting a session
</h2>

Pick a campaign from your list. You'll see a pre-session screen with:

* **Contacts remaining**: how many contacts are left to call.

* **Agents**: how many agents are assigned to this campaign.

* **Campaign done**: what percentage of the list has been worked.

Click **Start session**. The dialer reserves a batch of contacts from the campaign queue for you, and nobody else can call them while they're in your queue. Your admin sets the size of that batch per campaign (15 contacts by default). On small campaigns you may get fewer, so other agents on the campaign have contacts to call too. Your queue refills as you work through it.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/17025679/652d74e6fe72-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=56f4db5ce352b0eedbcbd48ecf53969b" alt="" width="2731" height="1426" data-path="images/help-center/articles/17025679/652d74e6fe72-image.png" />
</Frame>

<h2 id="h_3dd1ac31a6">
  The dialer screen
</h2>

Your session is split into three areas:

* **Your Queue (left).** The contacts assigned to you, in the order they'll be dialed. You also have a **Scheduled** tab for contacts with future callbacks. The count at the top tells you how many contacts are assigned to you. See [How contacts are prioritized](/en/articles/17025701-how-contacts-are-prioritized) for how the order is decided.

- **Client info (center).** When you select a contact or start dialing, this panel shows their details: name, phone number, local time, city, address, email, tags, and links to connected CRMs (Zapier, Pipedrive, HubSpot, etc.). An **Activity** section shows their past call history on this campaign, including AI insights when [Conversational Intelligence](/en/articles/17025704-conversational-intelligence-in-the-ai-sales-dialer) is enabled.

* **Call summary (right).** Three tabs sit here:

  * **Call summary**: during a call, shows the contact name, outbound number, call timer, recording indicator, and call controls. After the call, shows the number dialed, outcome (Answered/Missed), and duration.

  * **Script**: the campaign's call script, visible during the call so you can follow it on screen.

  * **Survey**: the campaign's survey form. Fill it in during or after the call and click **Submit survey**.

Before a call is connected, the Call summary tab shows: "Dispositions and notes will appear here once the call is connected."

<h2 id="h_79d6a29e01">
  Placing a call
</h2>

Click **Start dialing** to dial the first contact. While the call is connecting you'll see "Dialing..." on the contact in your queue and in the Client info panel.

Once connected, the Call summary panel shows:

* A **call timer** (green) counting up.

* A **REC** indicator if recording is active.

* **Call controls**: mute, hold, keypad, transfer, voicemail drop, record, and hang up.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/17025679/97ad8a21b8e4-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=8afb45e53c4308da4851b7434a5060bd" alt="" width="2737" height="1437" data-path="images/help-center/articles/17025679/97ad8a21b8e4-image.png" />
</Frame>

<h2 id="h_728a69e221">
  Setting a disposition
</h2>

After every call, you must record the outcome before the dialer moves you forward. The **Qualify the call** section appears in the Call summary panel with the label "This option is mandatory to continue."

Pick a disposition chip (e.g., **CALL AGAIN**, **SUCCESSFUL**, or whichever outcomes your admin configured for this campaign). See [Dispositions and outcomes](/en/articles/17025689-dispositions-and-outcomes).

<Warning>
  ⚠️ If you try to move on without picking a disposition, a **"Select a call disposition"** banner appears at the top of the screen and the **Next Call** button won't work until you've chosen.
</Warning>

After the call ends, the Call summary also shows:

* **Number** dialed

* **Outcome** (e.g., Answered)

* **Duration** of the call

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/17025679/dc3ed386f51e-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=649ea5189ab4ffcbc6f3d94dd2cb054c" alt="" width="2750" height="1437" data-path="images/help-center/articles/17025679/dc3ed386f51e-image.png" />
</Frame>

<h2 id="h_60e9145887">
  Notes and tags
</h2>

**Related notes.** Below the disposition chips, there's a "Write down what is most important" note field. Type your note and it saves automatically when you click away. Notes are attached to the call and visible the next time anyone opens this contact's history.

**Tags.** Below the notes, a "Select one or more tags" field lets you add call tags. These are for your own categorization and are separate from dispositions.

<h2 id="h_86a053ea81">
  Call controls
</h2>

During a live call, the Call summary panel shows these controls:

| **Control** | **What it does** |
| - | - |
| **Mute** (microphone icon) | Mute or unmute your microphone. |
| **Hold** (pause icon) | Put the contact on hold. |
| **Keypad** (grid icon) | Open the DTMF keypad for IVR navigation. |
| **Transfer** (arrows icon) | Transfer the call to another agent or number. |
| **Record** (circle icon) | Start or stop recording (if not already auto-recording). |
| **Hang up** (red phone icon) | End the call. |

**Transfer a call.** To hand a live call to a colleague or external number, click the **Transfer** button (arrows icon) in the call controls. You can choose between a cold transfer (immediate handoff) or a warm transfer (speak privately with the target first). For the full walkthrough, see [Call Transfers](/en/articles/10441418-call-transfers).

<h2 id="h_2409dfe27e">
  Moving to the next contact
</h2>

After you set a disposition, click **Next Call** to dial the next contact. If **automatic dialing** is enabled on the campaign, a countdown starts and the next call is placed automatically after the wrap-up time.

The **Next Call** button is greyed out while a call is in progress or while you haven't set a disposition.

<h2 id="h_f6864da252">
  Pause and resume
</h2>

Click **Pause** to take a break. Your held contacts stay assigned to you (they're not released back to the queue), but no new calls are placed.

Click **Resume** to continue where you left off.

<h2 id="h_b5dcfaf7c5">
  Ending a session
</h2>

Click **End & Exit** when you're done. A **Session results** screen shows your work:

| Section | What it shows |
| - | - |
| **Your goals** | Called contacts, Connected calls, and Pause times. |
| **Connected calls** | Names and numbers of contacts you spoke with. |
| **Rescheduled calls** | Any callbacks you scheduled during the session. See [Scheduled callbacks](/en/articles/17025683-scheduled-callbacks). |

From here you can **Start new campaign** or **Exit** to return to the dialer home screen.

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Using Campaigns with Power Dialer](/en/articles/5782017-using-campaigns-with-power-dialer.md)
- [Conversational Intelligence in the AI Sales Dialer](/en/articles/17025704-conversational-intelligence-in-the-ai-sales-dialer.md)
- [Using Campaigns with CloudTalk Dialer (Legacy)](/en/articles/11550309-using-campaigns-with-cloudtalk-dialer-legacy.md)


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