Call Campaign
The Call Campaigns feature enables campaign managers to run large-scale Call Campaigns for up to 5 lakh contacts. It includes capabilities such as dynamic greetings and IVR creation, retry policies, campaign-level reports and inbox, contact lists, throttling controls, and the ability to mark an ongoing campaign as completed. Call Campaigns currently supports call campaigns; Auto-Dialer and SMS campaigns will be supported soon.
Key benefits
- Dynamic greeting & IVR — Create dynamic greetings and simple IVRs directly from the create-campaign page.
- Retry functionality — Support for up to three retries per number, in linear or exponential mode.
- Campaign-level reports — Download campaign reports after completion.
- Mark as completed — Pause then mark a campaign completed to stop further dialing; reports remain available.
- Lists & contacts — Built-in address book (Lists & Contacts). Each list can contain up to 1 lakh contacts; up to 5 lists can be selected in a campaign.
- Campaign & call details — Dedicated views for campaign summary, real-time stats, and call-level inbox.
- Dashboard ↔ API parity — Campaigns, contacts, and lists created via API are available in the dashboard and vice-versa.
Accessing Call Campaigns
- From the dashboard left-hand panel, go to Tools → Campaigns -> Call (tab)
Create a Call Campaign
Click Create Call Campaign on the Call Campaigns home page. The create flow collects campaign-level settings and content.
Required inputs:
- Campaign name (min 3 characters)
- Call type — Static or Dynamic
- Content selection — Text, Flow, or IVR
- Start and end date/time
- Caller ID (Exophone)
- Retry settings (count, interval, mechanism, retry-on statuses)
- Call type (transactional by default)
- Duplicate-number behavior
- Optional: Per-campaign throttle (Auto or Custom CPM)
Call type and audience lists
- Static: Use when the same content plays to all contacts. Select up to 5 saved lists.
- Dynamic: Use when content varies per contact. Upload one CSV (up to 5 lakh contacts, max 70 MB) with up to 10 variables. The first column must be number (phone numbers). Indian numbers: country code optional; international numbers: country code mandatory.
CSV variable mapping: Place @@ in the content textbox to list available CSV column headers for mapping. This works for dynamic text content and dynamic IVR prompts.
Content options
- Type text — Enter the message text to be played. Static content is fixed; dynamic content can include variables mapped from the CSV.
- Select a Flow — Choose a pre-built flow from the App Bazaar that contains the call content.
- Create an IVR — Build a simple IVR inline. Configure menu prompts, number of repeats for no-input situations (default: repeat after 5 seconds), and the DTMF mapping.
Caller ID
Select the Exophone number that will appear on recipient phones as the caller ID.
Scheduling
- Start Date & Time: Must be at least the minimum lead time (default trigger delay up to 2 minutes). Cannot be earlier than the current time.
- End Date & Time: Optional; defaults to 30 days after the start. Minimum end time is 2 minutes after start.
Retry settings
- Number of retries: 0–3 (default 0).
- Retry interval (mins): Required when retries > 0.
- Retry mechanism: Linear (equal spacing) or Exponential (doubling intervals). Example with 15 min base:
- Linear: 15, 15, 15
- Exponential: 15, 30, 60
- Retry-on statuses: Define which call outcomes count as unsuccessful (e.g., busy, no-answer, failed).
Default call type is Transactional for call campaigns. Use the duplicate-number toggle to allow or prevent calling the same number multiple times across lists.
Campaign throttling (per-account and per-campaign)
Call Campaigns includes both a Campaign level throttle (account-wide) and Per campaign throttle (customizable per campaign).
Campaign level throttle
- Visible in Tools → Campaigns → Settings.
- Default: 60 CPM (calls per minute).
- Can be increased up to 200 CPM via the settings page. To request a value beyond 200 CPM, contact your Account Manager.
Per-campaign throttle
- Configure while creating a campaign. Two modes are available:
- Auto (default): The account-level CPM is evenly divided among active campaigns.
- Example: 100 CPM and 4 active campaigns in Auto → ~25 CPM each.
- Custom: Assign a specific CPM value to the campaign within the allowed range.
- Important: The sum of active campaigns' CPM must remain below the account Campaign level throttle.
Choose Custom CPM carefully. If you allocate all available CPM to running campaigns, you may be unable to schedule additional campaigns until CPM frees up.
You can view a campaign's CPM and mode under the campaign details tab.
Finalise campaign creation
Click Create Call Campaign to save and schedule the campaign. A confirmation banner appears and the campaign displays in the campaigns list.
Campaign list & actions
The Call Campaigns landing page lists all call campaigns with columns such as Campaign Name, Campaign Type, Schedule Time, Status, and Performance.
Action menu available per campaign (state-dependent):
- Pause — Stop further dialing (applicable to scheduled and in-progress campaigns).
- Resume — Resume dialing remaining numbers (paused campaigns only).
- Complete — Mark paused campaign as completed; remaining numbers become Failed_NoAttempt.
- Archive — Move completed or scheduled campaigns into archive (read-only).
- Download — Download completed campaign reports (available 2 hours after completion).
Tools: Filter by status, search by campaign name (min 3 characters), and sort by campaign name or schedule time.
Performance overview
Campaign performance shows three high-level statuses: Completed, Failed, and Scheduled. Hover interactions break these down further:
- Failed → failed, failed DND, failed balance, invalid
- Scheduled → scheduled, in-progress, retry, retrying
Campaign summary & stats
Click an individual campaign to open the summary/stats page. The page is split into two sections: campaign-level metadata and number-level call details.
Campaign Details
Provides an overview of all campaign-level settings and identifiers:
- Contact lists used
- Configured call flow or IVR
- Start time and end time
- Caller ID
- Call type and duplicate-number setting
- Number of retries, retry interval, and retry mechanism
- Per-campaign CPM and mode
Campaign Stats
Real-time number-level statistics (refresh icon updates data; up to 5-minute delay).
Possible states:
- Scheduled — Queued for dialing
- In progress — Currently calling/connected and executing call flow
- Retry — Added for retry after an unsuccessful attempt
- Retrying — Equivalent to In progress while retry attempt runs
- Failed — Invalid or unreachable numbers
- Failed DND — Number blocked due to NDNC registry
- Failed Balance — Not dialed due to low account balance
- Failed No-Attempt — Not dialed because campaign completed or timeout (30-day max)
- Completed — Successfully connected and executed call flow
- Invalid — Unknown or malformed number states
View campaign call details
This view lists every call made as part of a campaign. Each row includes:
- Contact name (if present in Contacts)
- Date created
- Call status and detailed status
- Call duration
- DTMF selection (if any)
- Call recording (link)
Action menu includes call start/end times, direction, and call SID.
- Search by number (min 3 characters)
- Filter by call status
- Sort by created date
Call statuses include: Completed, Failed, No answer, Busy.
Notes for implementation and troubleshooting
- Campaign reports become available for download 2 hours after the campaign completes.
- Default account-level throttling is designed to balance reliability and operator limits; adjust cautiously and coordinate with your Account Manager for large increases.
- For large lists, validate CSV formatting and run a test campaign on a small subset before full launch.
Is it possible to pause a campaign?
Unfortunately, Not possible right now without human intervention!
However, if there are any scheduled calls in the campaign you will be able to pause the campaign only for the scheduled ones.
For example, if you have run the campaign to 100 numbers and 70 are still in a scheduled state, you will have an option to pause the campaign as shown below.
However, if the count of the scheduled numbers is 0, you will not be able to pause the campaign.
In case you would want to stop the campaign if it is very necessary, we would recommend that you delete the campaign. Please note that once you delete the campaign, the details of that campaign will not be available on the dashboard.
Watch a short video
Broadcasting a voice message to many people
Pausing a campaign