Campaign Runs & Monitoring

🚦 Campaign Statuses

Status	Description
Draft	Still being set up — not running yet ✏️
In Progress	Live and making calls or sending messages 🟢
Paused	Stopped for now ⏸️
Completed	All done! ✅
Archived	Hidden from the main list 📦

🔍 Filtering by Status

Use the status dropdown at the top of the campaign list to show only campaigns with a certain status (In Progress, Paused, or Completed). Pick "All statuses" to see everything.

▶️ Starting a Campaign

1. Double-check your campaign settings
2. Make sure your List has people to contact
3. Click Activate to start the campaign
4. Watch the progress on the campaign dashboard

⏸️ Pausing a Campaign

1. Go to the campaign dashboard
2. Click Pause
3. No new calls will be made right away
4. Calls already happening will finish normally

▶️ Resuming a Campaign

1. Think about why the campaign was paused
2. Make any changes you need
3. Click Resume to start it back up

📦 Archiving a Campaign

Archive campaigns you don't need anymore to keep things tidy. Archived campaigns are hidden by default, but you can bring them back anytime.

1. Click the three-dot menu on a campaign
2. Click Archive
3. The campaign disappears from the main list

If the campaign is still running, all active runs are paused first before archiving.

Viewing Archived Campaigns

Turn on the Show archived switch at the top of the campaign list to see your archived campaigns again.

📤 Unarchiving a Campaign

1. Turn on Show archived to see archived campaigns
2. Click the three-dot menu on the archived campaign
3. Click Unarchive
4. The campaign comes back in a Paused state

📊 Campaign Runs

Every time a campaign runs, it creates a "run" that keeps track of what happened:

Metric	Description
Run ID	A unique number for this run
Start Time	When the run started
End Time	When the run finished
Total Contacts	How many clients were contacted
Successful Calls	Calls where someone answered
Failed Calls	Calls that didn't go through
Messages Sent	Texts and emails that were delivered

📜 Run History

Look at past runs to see how things went over time:

1. Open the campaign
2. Go to the Runs tab
3. Click on any run to see the details

🗑️ Deleting Campaign Runs

Remove individual campaign runs to keep your campaign history clean:

1. Go to the Runs tab in your campaign
2. Click the three-dot menu on any completed or paused run
3. Select Delete Run
4. Confirm the deletion

Permanent Action

Deleting a run removes all calls associated with that run. This action cannot be undone.

🔁 Transfer Campaigns: Keep Contacts Callable

For transfer campaigns, you can enable Keep Transferred Contacts Callable in the AI Calls call window settings.

• When enabled, contacts transferred to a human are not treated as permanently converted
• The campaign can continue calling those contacts until your team confirms completion through your normal process
• Contacts removed from the campaign list remain excluded from future calls

📈 Monitoring Results

See how your campaign is doing in real time:

Campaign Dashboard

Metric	Description
Calls Made	Total phone calls sent out 📞
Connected	Calls where someone picked up ✅
Answer Rate	What percentage of people answered
Messages Sent	Texts and emails delivered 💬
Form Completions	How many clients filled out your form 📋
Success Rate	How well the campaign did overall

🔥 Success Rate Heatmaps

See when your calls work best with a visual map:

• Day of Week Analysis — Which days are best for calling
• Time of Day Analysis — Which hours get the most answers
• Combined Heatmap — Day and time patterns together

Use this info to pick better times for future campaigns! 🕐

📧 Scheduled Campaign Reports

You can set up reports that get emailed to you automatically on a regular schedule.

During Campaign Creation (UI Flow)

When making a campaign in the app, you can set up report scheduling in the Reports step before you launch.

• Use Customize Columns to pick which columns show up in the report.
• After the campaign is created, extra columns (from imports and form tasks) become available too.

During Campaign Creation (API Flow)

If you create campaigns through the API, you can include report_schedule in the same POST /v1/campaigns request.

• Everything gets saved together: the campaign, runs, and report schedule.
• For run-level schedules, send run_client_ids and match them to runs[].client_run_id.
• For whole-campaign schedules, leave out run_client_ids (or send an empty list).

📌 Pinning Calls

Pin important calls so they stay at the top of the Calls list and are easy to find later.

• Pin a call — hover over a call row and click the pin icon on the left side
• Unpin a call — click the pin icon again on a pinned call
• Pinned calls always appear first — regardless of the sort order you choose, pinned calls are shown at the top of the list
• Pin from call details — you can also pin or unpin a call from the call details dialog using the pin icon in the header

🔎 Call Details

Click into any individual call to see:

• The call recording and transcript 🎙️
• How long the call lasted and what happened
• What info was collected
• How the client felt (sentiment)
• Whether it went to voicemail
• Whether the call is pinned 📌

🌐 Public Campaigns

Share campaign results with outside partners:

Public Campaign Links

Create links you can share that show:

• How the campaign is going
• Overall stats and numbers
• No private client info is shown 🔒

On the Campaign Review & Settings page, enable Public Sharing and choose which pages to expose. When Calls is enabled, the public link includes:

Tab	Description
Campaign	Campaign name, status, and summary
Analytics	Outreach, engagement, and completion metrics
Calls	Call activity and results
Call Transfers	Call transfer attempts and outcomes with search, date filtering, and sorting
Contacts Called	Contacts that have been called, with call counts and duration
Opt-Outs	Contacts who have opted out of the campaign's case types
Workflows	Automated actions triggered by campaign outcomes (when enabled)

Filtering and Searching Call Transfers

The Call Transfers tab includes powerful search and filtering tools:

• Search — Search across call IDs, contact names, phone numbers, case names, and transfer summaries
• Date Range — Filter transfers using From and To date pickers to focus on specific time periods
• Sort Columns — Click column headers to sort by call ID, client name, case name, success status, or creation date in ascending or descending order
• Clear Filters — Reset all active search and filter criteria with a single click

Read-Only

External viewers can view opt-outs, contacts called, and workflows but cannot opt clients back in, modify workflows, or perform other actions.

Public Analytics

Metric	Description
Total Outreach	How many people were contacted
Engagement Rate	How many people responded
Completion Rate	How many people filled out the form