Outbound campaigns let an agent call a list of contacts — for reminders, follow-ups, renewals or surveys — and record the outcome of every call.
Before you start: consent and screening
You are responsible for making sure every call is lawful. In the UK that means following PECR: screening numbers against the TPS and CTPS unless you hold specific consent, presenting a caller ID, and never making automated marketing calls without prior consent. Read our guide to PECR and TPS rules for AI outbound calls before launching.
1. Prepare your contact list
Create a CSV file with one row per contact. Phone numbers must be in international (E.164) format, such as +447700900123; invalid numbers are flagged during validation. Include any details the agent should use, such as first name or appointment date.
2. Create the campaign
Open Campaign in the sidebar and create a new campaign:
- CSV upload — choose your contact list
- Agent — the agent that will make the calls, with an opening line written for outbound
- Call from — a specific number, or automatic (the agent’s number, otherwise your first number)
- Retry — optionally retry no-answer and no-pickup calls the next day
- Time zone — campaigns support time zones across the UK, Europe, the US and Asia
- Start time and end time — the calling window
- Max calls per hour — optional, to pace the campaign
Outbound calling must be enabled in Tele (Telephony) before a campaign can dial.
3. Launch and monitor
Once launched, each contact becomes a job in the queue and is dialled within your plan’s concurrency limit. Watch progress in the campaign view and live calls in Live.
You can pause, resume or gracefully end a campaign at any time. Graceful end lets calls in progress finish with a closing line.
4. Review outcomes
Every call is recorded with its outcome — completed, no answer, busy and more — along with the transcript in Logs. The campaign’s activity log shows what happened and when.
Writing an outbound opening line
Outbound callers did not ask to hear from you, so be quick and clear:
“Hi, is that David? I’m the AI assistant from Brightside Solar, following up on the quote you requested. Is now a good time for two minutes?”
Identify the business, say it is an AI, give the reason for calling and ask permission to continue.
Concurrency
Outbound calls share your plan’s concurrency: 1 on Free, 3 on Pro and 10 on Growing, or more on a custom plan.