This article will walk you through the setup and available features of a campaign.
User Level:
Admin
Tools for Success
Power dialer campaigns offer more when you are making full use of these other CloudTalk features:
call scripts (Dialer tab)
surveys (Dialer tab)
groups
Adding a New Campaign
When you're ready to add a new campaign, make sure you have an idea of the scope and customer base you want.
From the dashboard, admins can add new campaigns or edit existing templates.
Go to Dialer > Campaigns and select
+Add Campaignin the top right.
Campaign Settings
Basic Settings
Name
Name the campaign—descriptive names help with context data tracking later.
Campaign status
Active
Inactive
Once a campaign is configured and set to Active, it becomes visible to assigned groups and agents. If agents are using the desktop app, we recommend keeping only one campaign active at a time, since there is no way to choose which active campaign will be dialed first.
Do you want to schedule campaign?
When checked, you can set a start date and time.
Select contacts by tags
This is how contacts are selected for your campaign. If you added contacts in batches with an associated tag, this is the setting where you can specify that tag. You could alternatively create a workflow automation to automatically tag contacts who meet certain conditions for future campaigns.
Click into the field or start typing to see the available tags.
Select the relevant campaign tag(s).
If multiple tags are added here, contacts with a higher number of matching tags will be prioritized. When remaining contacts have an equal number of tag matches, the order of who is called first, second, third... follows the pattern:
first_attempt_contact, first_attempt_contact, call_again contact... (with selections of "first attempt" and "call again" contacts being random in cases where more than one option is available).
Numbered tags can also be used as secondary tags to set a priority order for dialing. To do this, you would need to set up one main tag for all contacts you want added to a campaign, then add additional tags with a "campaign name — #" format:
Let's have a campaign defined by the contact tag
My Campaign.The selection process goes:
Return a contact with the tags
My Campaign&My Campaign — 9.If such a contact doesn't exist, find a contact with the tags
My Campaign&My Campaign — 8....
When no remaining contacts exist with numbered secondary tags, find a contact with the tag
My Campaign.Finally, if such a contact doesn't exist, exit calling.
Attempts per contact
The integer entered here is the number of times the dialer will try to reach a contact on the list who has not yet answered the call.
If a missed contact calls your business back, this will not affect the remaining redial attempts—you must manually remove the contact from the campaign by opening their contact card and deleting the associated campaign tag.
Hours between attempts
The integer here will be the number of hours between callback attempts to missed contacts (above setting).
Answer wait time (in seconds)
The integer here will be the number of seconds which the system will wait for a dialed contact to answer a call before registering the attempt as unsuccessful.
Automatically dial next contact after a call ends on/off
off (default)
on —
The dialer will dial the next contact after a finished call without the agent needing to confirm.
In this scenario, make sure agents are given an adequate time interval to complete after-call work.
Calls recording
off (default)
on —
Calls will be recorded automatically.
Outbound caller id
This is the number "mask" contacts will see when your business calls them.
Choose:
A number from the dropdown
To default to the caller ID assigned to the agent associated with the current contact being called
Assign call script
This setting requires there to be existing templates, which an be created or edited within Dialer > Call scripts.
Assign survey
This setting requires there to be existing templates, which an be created or edited within Dialer > Surveys.
Assign groups
Enter the groups you want to be responsible for running your campaign.
Use Case > Certified agent groups: Agents who are certified to work in particular US states or counties can be marked by appropriate tags or organized into groups by state. This will allow you to organize your campaign such that only properly certified agents are routed calls for a given region.
Assign agents
Enter the agents you want to be responsible for running your campaign.
Assigning groups or agents to your campaign is required! If you can't see a place to run your active campaign make sure you've assigned at least one group or agent.
Advanced Settings
Personalize the buttons for your team of agents choose from after a call has finished.
These buttons are designed to reflect the success of the call. For each button, you can create a Title or name, a Type which describes the call result, a Color, and a Description to provide agents more context when choosing the outcome.
Troubleshooting Tips
I can't find my campaign under the Power dialer tab / on the desktop app...The most common reason for this not having assigned agents / groups for the campaign. Whether you are an agent, admin, or supervisor, you will only be able to start an active campaign when that campaign has been assigned either to you or a group you are a part of.
I have multiple active campaigns. How do I know which one will start dialing first?On the dashboard: Assuming these campaigns do not use the scheduling feature (or are scheduled for the same times), there isn't currently a way to know which will dial first. Therefore, in order to have more control over the order of your campaigns, we advise users to keep only one campaign active for a given time, or use the scheduling feature during setup.
On the desktop app: Agents will be able to choose which campaign to start dialing.
Have more questions? Contact our Support team! We're always happy to help.