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.