Learn how to configure calling campaigns using the updated features offered in our dialer tab.
User Level:
Admin
Dialer Campaigns
Campaigns, sometimes called calling campaigns, allow a business to create a structured format to reach a large number of people through one-on-one calling. The goals of a campaign include:
targeting a particular group of customers or leads
streamlining the calling process for your agents
Contacts for your campaigns will be sourced using contact tags. These are tags that can be added during a bulk contact upload process or integration synch, via your Salesforce saved lists, through an automation, or manually if necessary.
Campaigns List
Access past, current, and scheduled campaigns via the Dialer tab.
Navigate to Dialer > Campaigns.
Use filters to search a campaign by name or status. You can sort campaign names in ascending or descending order by hovering near Name and toggling the arrow direction.
Select an icon on the listed campaign to edit, delete, or view details for that campaign.
Add Campaign
Select
+Add campaignto configure a new campaign.
(Optional) To speed things up, you can Load Existing campaign settings (see Load Existing).
Enter a name for your campaign and choose a Status.
Only Active campaigns are visible to agents.
Agents can see scheduled campaigns if they are Active, but they won’t be able to start calling until the scheduled time.
Select a campaign tag (existing contact tag).
All contacts with this tag will be added to your calling list.
If you choose multiple tags, contacts with any of those tags will be added.
Contacts matching more than one tag will be prioritized.
Assign the campaign to one or more groups or users.
Campaigns without assigned users or groups will not appear in the calling apps.
When done, select
Create campaign.
Load Existing
When creating a new campaign, you can autofill settings from a previous one.
Go to Dialer > Campaigns and select
+ Add Campaign.Click
Load Existing.
Start typing and choose a previous campaign from the list.
The new campaign will copy the settings from the selected one.
The Name will default to the original with an ascending number (e.g., December Campaign → December Campaign 2 → December Campaign 3).
Review and adjust the campaign settings as needed.
Double-check scheduled times and tags.
⚠️ If you reuse the same tag, any contacts still carrying that tag will be re-added to the new campaign unless you manually untag them.
When finished, click
Create Campaign.
Campaign Settings
Setting | Description |
Status | Choose between Active, Inactive, or Scheduled (for campaigns with a defined start date/time). |
Select Contacts by Tags | Contacts with the chosen tag(s) are added to the campaign list.
|
Attempts per Contact | Number of times a missed contact will be re-added to the campaign calling list. |
Calling Queue Order | The dialer follows this sequence: first_attempt_contact, first_attempt_contact, call_again_contact. |
Answer Wait Time | Maximum number of seconds the system will wait for a contact to answer before ending the attempt. |
Outbound Caller ID | Choose a number mask from your account (if available), or default to the outbound ID assigned to the agent. |
Assign Call Script | Attach an existing script (see Call Scripts). |
Assign Survey | Attach an existing survey (see Surveys). |
Assigned Groups | Select one or more agent groups to participate in this campaign. ⚠️ You must assign at least one group or user for the campaign to run. |
Assigned Users | If no groups are selected, assign one or more individual agents to the campaign. 👉 Assigned agents can access their campaigns in the CloudTalk Phone desktop app → Power Dialer. |
Call Scripts
Scripts can help streamline the calling process for agents by providing suggested dialogue prompts and answers that agents can view during each campaign call.
To add a new call script:
Navigate to Dialer > Call Scripts.
Select
+ Add Call Script.Enter a name for your script and add your content using the editor.
You can type directly, paste text, or format it with the built-in tools.
To use your own HTML template, click the </> icon and paste the code.
When finished, click Create Script.
Your script will now appear in search and can be selected when setting up a new campaign.
Surveys
Surveys provide a structured way to collect valuable feedback from reached contacts within a campaign.
To add a new survey:
Go to Dialer > Surveys.
Click
+ Add Survey.Enter a name for your survey and add at least one question.
Question content: the text agents will ask the contact.
Question type: determines the kind of answer allowed.
Short text (up to 255 characters): for brief free-form responses.
Long text (up to 65,535 characters): for longer free-form responses.
Checkbox: yes/no answer (checked = yes, unchecked = no).
Radio options: multiple options, single selection. Best when you have just a few choices.
Select: multiple options, single selection. Ideal for longer lists (e.g. countries, colors).
4. When finished, click Create survey.
Advanced Settings
Within the Advanced Settings tab of campaign setup, you can add or edit call result buttons. These buttons determine how the call will be marked (successful, unsuccessful, etc.), and are selected by the agent at the end of each campaign call.
Agent View - After call work
Call Result Types
The result type chosen for each button will affect the percentages you see reflected in the campaign statistics. We recommend adding descriptions to your buttons to help agents select the most appropriate call result.
Outcome | Description |
Reschedule | The agent will be asked to schedule a new time to redial the contact. |
Call successful with negative result | The call was answered, but the contact was not interested. |
Call successful with positive result | The call was answered and the client was interested. |
Call unsuccessful, try to call later | The call wasn't answered or was dropped unexpectedly. The contact should be redialed (if the redial limit has not been reached). |
Call unsuccessful, do not call again later | The call may have been answered but the number shouldn't be tried again (e.g., a wrong number). |
View or Edit Campaign
Go to Dialer > Campaigns.
To view details, click the magnifier icon next to a campaign.
You’ll see tabs for Statistics, Scheduled Calls, and Survey Answers.
Under the Details tab, you’ll also find links to related pages for any campaign tags, surveys, or call scripts used.
For example, selecting the campaign tag takes you to the Contacts page, where you can search the tag and see all associated contacts.
To edit campaign settings, click the pencil icon next to a campaign in the list.
⚠️ Changes made during an active campaign take effect immediately and may impact your campaign statistics.
Campaign Statistics
Campaign statistics apply various metrics to present an overview of the success of your campaign. These measurements can be affected by the result types you configure within the Advanced Settings of a campaign.
When viewing campaign statistics, you can hover over a particular statistic to see an infographic for how it is calculated.
Scheduled Calls
Scheduled calls are campaign calls which finished with a Reschedule result type. When choosing this end of call action, the agent is required to enter a reschedule date and time. The same agent who scheduled the call is responsible for completing the reschedule.
Agent View - Reschedule call
The Reschedule to me option ensures that scheduled calls remain assigned to the same agent for follow-up. Agents can find this option under the Reschedule button when scheduling a call.
Scheduled calls can be found in campaign details under the Scheduled Calls tab. Here, you can view whether the status of a scheduled call is Dialed or Scheduled. To manually resolve scheduled calls, you can change the status to Dialed if the contact has already been dialed back outside the campaign, or delete the scheduled call altogether.
Have more questions? Contact our Support team. We're always here to help you!