Managing campaigns
Supervisors run the dialer from the Campaigns view in Flex (side navigation), available to the admin and supervisor roles; permissions are enforced on the server too. The same screens are available outside Flex in the dialer console.
The view has four tabs:
| Tab | What it is for |
|---|---|
| Overview | Every campaign, its leads and its calls in one place |
| Campaigns | Create, open, start, pause, stop and archive campaigns |
| Contact lists | Create lists, import CSV files, browse leads (Contact lists and leads) |
| Dispositions | The global set of codes and per-campaign overrides (Managing disposition codes) |
Overview
For a chosen period (last hour, 6 hours, 24 hours, 7 days): running campaigns (and how many are paused or in draft), dials, connected calls and contact rate, missed wait target, average talk and wrap-up time, leads left to call; charts of dials by campaign, how calls ended and dials over time; and a "campaigns at a glance" table with lead progress, dials, contact rate and missed wait per campaign.
Campaign lifecycle
| Status | Meaning |
|---|---|
| Draft | Created, not started yet |
| Running | Dialing (or sending) |
| Paused | No new calls; calls in progress finish. Can be resumed |
| Stopped | No new calls until it is started again |
| Archived | Retired for good; its TaskRouter queue and routing filter are removed. Only a draft or stopped campaign can be archived |
The channel (voice, SMS, WhatsApp) is chosen on creation and cannot be changed. Settings can be changed while the campaign runs: every edit is saved as a new settings version and reaches the running campaign within seconds, without a restart.
A campaign's tabs
Live
For voice campaigns: agents free and talking, calls in flight, missed wait target, contact rate, leads remaining, dials in the last hour and in this tick, and the pacer's safety margin; per-minute charts of dials and connects, outcomes, agents and abandon rate (each can be shown as a table). Data arrives through Twilio Sync at most every 2 s. When a linked calendar is closed, the view says "Closed by calendar".
The Outgoing numbers card lists each number in the campaign's pool with its calls, answered and human-answered counts and last use. A number whose answer rate falls well below the others may be labelled as spam by carriers: switch it off to rest it. Changes apply to the next call.
SMS and WhatsApp campaigns show the message funnel and the last send error instead of the agent and pacing panels.
Agents
Voice campaigns only. The assigned agents with their state (free, reserved, talking, wrapping up, offline), activity, time in state, average talk and wrap-up time, connects today.
Agents join a campaign in two ways:
- By hand: Add agents picks workers from the list.
- By a membership rule: agents whose Flex worker attributes match the rule join and leave the campaign automatically; the rule is checked every minute. Conditions use team, department, location, skill or role, with "is any of" or "is none of", combined with AND. The editor previews which agents match now.
An agent added by hand stays on the campaign whatever the rule says. Removing an agent the rule matches excludes them from the rule until you restore them. Clearing the rule removes the agents it added; agents added by hand stay.
The dialer writes the agent's campaigns into the dialer_campaigns worker attribute, which routes the campaign's tasks to them. Do not edit that attribute by hand.
Leads
The campaign's leads with status, attempts, next attempt and last disposition (for messaging, the latest message status), a search by name, customer ID or phone, and Sync from contact list to enrol new leads.
Settings
Settings are grouped into categories:
| Category | Contents |
|---|---|
| General | Name, dialing mode, contact list, priority, outgoing numbers and number per lead, default country |
| Pacing | Missed-wait target, wait grace, max hold, max calls per agent, no-answer timeout, max concurrent lines, weight (overdial settings apply to power and predictive only) |
| Agent experience | Auto-accept, automatic wrap-up and its timeout, callback owner timeout, agent-first settings |
| Answering machine detection | On or off, mode, enqueue before detection finishes, thresholds, timeout |
| Customer audio | Hold message, end message, hold music URL |
| Calling hours | Calling windows and the contact-center calendar |
| Lead selection | Filter and dial order |
| Retries | Max attempts per lead, delay and max attempts per outcome |
SMS and WhatsApp campaigns show Message (sender, content, variables, consent category, fallback, test message), Sending (pace, batch size, retries, opt-out words) and Sending hours instead of the voice-only categories. Every field is described in the settings reference.
Outgoing numbers
A voice campaign calls from a pool of up to 50 outgoing numbers: numbers owned by the Twilio account (with a valid regulatory bundle) or verified caller IDs. The form warns about a number that has no inbound voice routing, because customers who call it back would ring nowhere.
Number per lead (callerIdStrategy) | Behaviour |
|---|---|
rotate (default) | The next number on every call: the enabled number used least recently. Spreads calls evenly so no single number draws spam reports |
sticky | A lead is called again from the number that called it before, while that number is enabled, so the customer recognises it |
If every number is switched off, the campaign cannot place calls.