Scheduling & Messages
📅 Scheduling Campaigns
Campaigns follow a schedule that you set up:
Run Schedule
| Setting | Description |
|---|---|
| Start Date | When the campaign kicks off |
| End Date | When the campaign stops |
| Daily Hours | The time window for calls (e.g., 9 AM - 5 PM) |
| Days of Week | Which days to run (usually weekdays) |
| Timezone | The client's timezone for scheduling |
⏰ Calling Times vs Company Times
When you decide when the AI Agent can call people, you have two options:
- Calling Times — Set one start time and one end time per run. Each run has its own time window.
- Company Times — Set up business-hour blocks at the campaign level (like 9 AM – 12 PM, 1 PM – 5 PM, 6 PM – 8 PM). All runs in the campaign share these time windows.
Use the toggle in the Campaign Hours section of the Runs step to switch between the two.
Use Default Business Hours
When using Company Times mode, click Use Defaults to copy the business hours you already set up in Campaign Settings. This is a big time saver when making lots of campaigns! ⏱️
TCPA Compliance ⚖️
No matter which option you pick, all calls must happen between 8:00 AM – 9:00 PM in the client's local timezone. This is the law, and Kayse AI makes sure you follow it automatically.
🔁 Callback Retries
If a call doesn't go through, Kayse AI can try again automatically:
| Setting | Description |
|---|---|
| Retry Attempts | How many times to try again |
| Retry Interval | How long to wait between tries |
| Maximum Retries | Stop after this many total tries |
Timezone Awareness 🌍
Campaigns know what timezone your clients are in. Calls only go out during the right hours based on where the client lives.
🔄 Never-Ending Campaigns
By default, campaign runs automatically complete when all contacts in the case list have been processed. However, you can enable the Never-Ending Campaign option to keep runs active indefinitely.
When this option is enabled:
- Runs remain active even after the contact list is exhausted
- The campaign waits for new contacts to be added to the case list
- Outreach continues automatically as new contacts become available
This is ideal for ongoing workflows where contacts are continuously added over time, such as rolling intake campaigns or evergreen nurture sequences.
🔄 Automatic Phone Enrichment
When a client can't be reached after multiple outbound attempts, Kayse automatically runs phone enrichment to find an updated number.
How It Works
- The campaign places an outbound call to the client's primary phone number
- If the call is unsuccessful (no answer, busy, voicemail, etc.), it counts as an unreachable attempt
- After 5 total unsuccessful attempts (calls + outbound SMS combined) to the same number, enrichment runs automatically
- If a new number is found, it becomes the client's primary phone number
- Subsequent campaign calls use the updated number
Eligibility Conditions
Automatic enrichment only triggers when all of the following are true:
- The call was made to the client's current primary phone number
- No successful calls have connected for this client within the campaign
- No inbound SMS or email has been received from the client since the first attempt
- The client has not opted out, and the number is not flagged as wrong or invalid
- Enrichment is enabled at the company level
Tracking
Calls that trigger enrichment are flagged in the system. The enrichment source is recorded as "campaign_unreachable" for audit purposes.
💬 Campaign Messages
Set up automatic messages at different points during the campaign:
📨 Before the Call
Send a text or email to let the client know you're about to call. This makes way more people answer! 📈
Example: "Hi John, we'll be calling you shortly regarding your case. Please answer a call from this number."
✅ After a Successful Call
Send a follow-up after you connect with the client.
Example: "Thanks for speaking with us today! Let us know if you have any questions."
❌ After a Failed Call
If you couldn't reach the client, send a message asking them to call back.
Example: "We tried to reach you but couldn't connect. Please call us back when you can."
🕐 Scheduled Messages
Send messages at specific times during the campaign, even if there's no call involved.
🔤 Message Variables
Make your messages personal with these fill-in-the-blank options:
| Variable | Description |
|---|---|
| The client's first name |
| The client's full name |
| What kind of case it is |
| Your company name |
| Your phone number |
🔄 Workflow Rules (CRM-Aware)
Campaign workflows can do things automatically when a certain outcome happens (like after a call ends).
Each workflow is displayed as a two-row card: a WHEN row (trigger) and a THEN row (action), making it easy to see what fires and what happens at a glance.
CRM Context
- The Workflows step knows which CRM you use, so actions like CRM status updates pull from the right data.
- For SmartAdvocate, the Target CRM Status uses a searchable dropdown with SmartAdvocate statuses and substatuses.
SmartAdvocate Status/Substatus Selection
- Status targets are picked from a structured list — not just typed in as plain text.
- Each option is labeled as a Status or Substatus so Kayse AI updates the right field in SmartAdvocate.
📝 CRM Note
Every workflow card includes an optional CRM Note field. When a note is provided, it is posted to the connected CRM (LawRuler or SmartAdvocate) each time the workflow fires — regardless of the action type.
Use this to leave audit trails, follow-up reminders, or context notes directly in your CRM without needing a separate "Post CRM Note" action.
⚡ Action Execution
- When a workflow has both "stop calls" and "update CRM status," both will run — one won't block the other.
- One workflow condition can trigger multiple actions at the same time.