What Are AI Campaigns?

What Are AI Campaigns?

AI Campaigns help your team reach out to clients automatically using AI voice calls, SMS, email messaging, and smart follow-ups.

AI Campaigns save time, improve speed, and help law firms stay connected with clients at scale.

With AI Campaigns you can:

AI Campaigns give you a powerful way to stay organized and move cases forward faster.

What You’ll Learn in This Article

In this guide, we’ll walk through everything you need to launch and manage an AI Campaign:

Let’s get started! 🚀

️ 1. Creating a List (required before creating a campaign) and Including a Call Flow/Intake Script

A List is a group of cases that your AI Campaign will work with.

You must create a List before you can create a campaign.

You can create a List:

Call Flow/Intake Script/Qualification Rules ✅ IMPORTANT: In addition to the list, you should also provide a separate call flow/intake script/FAQ document as lists are usually just client data and do not contain call flow or qualification/DQ rules.

💡Pretend you are giving a new intake rep your training document/FAQ for a new case type or campaign and provide that to use to build each AI for you.

Knowledgebase Documents and Websites

📖 Knowledgebase Documents and Websites: You can also provide links to any knowledge websites or documents inside of each agent that is built.

If there is a court website for each docket, then share that as well. For example, for Camp Lejeune, we could include one or all of the court websites so the AI can talk about recent happenings in the case if someone asks on a call, if you would like to include that context.

1.1 Create a List from the Lists page

  1. Go to the Lists page in the sidebar.
  2. Click ➕ Create List.
  3. Enter a List name.
  4. Choose whether the List is OBO or non-OBO.
    • If the List is marked as OBO, all cases added to this list will be treated as “on behalf of” cases in reporting and campaigns.
  5. Click Continue.

On the next step, you choose how to fill the list:

Create List from Lists page with OBO option

Choose data source: Cases or Import

Option A — Build a List from existing cases

  1. On the “Data source” step, select Cases.
  2. Click Continue.
  3. Select one or more cases from the list.
  4. Click Save List.

A new List is created with exactly those cases.

Select cases to add to list

Option B — Build a List using Import (CSV / Excel)

If you choose Import as the source, the system will guide you through several import steps: Upload → Manage duplicates → Mapping → Import status.

Step 1 — Upload

  1. Choose Import as the data source.
  2. Click Continue.
  3. On the import step:
    • Select or create the Case Type,
    • Select or create the Case Status,
    • Upload your Excel file.
  4. The system validates the file and detects potential duplicates.
  5. Click Continue to go to the next step.

Import step with Case Type, Case Status, and file upload

Step 2 — Manage Duplicates

On the Manage Duplicates step you have two main options:

You choose the strategy that fits your workflow.

Manage Duplicates step: Skip duplicate or Update existing

Step 3 — Mapping fields

Next, you map the columns from your file to Kayse fields:

Examples:

After mapping all required fields, click Continue.

Mapping columns from file to Kayse fields

Step 4 — Import & results

After you confirm mapping:

Your new List is now ready and can be used in AI Campaigns.

Import processing and completion notificationImport log with total rows and success/failure counts

1.2 Create a List from the Cases page (bulk action)

You can also create or update a List directly from the Cases screen.

  1. Open the Cases page.
  2. Select two or more cases.
  3. Open the Bulk actions menu.
  4. Choose Add to List.
  5. In the modal, you can pick an existing List and add the selected cases to it.

This is useful when you quickly identify a group of cases that should be handled by the same campaign.

Add to List bulk action from Cases page

List best practices

Import log review before campaign start

1.3 Variable Overrides on a List

When creating or editing a List, you can optionally set Variable Overrides for the Company Name and/or Case Type. These overrides replace the company defaults in all campaign communications (voice calls, SMS, emails, and AI-generated content) that use the list.

This is helpful when:

To set overrides:

  1. Open a List and go to the details view (or create a new List).
  2. In the Variable Overrides section, enter values for Company Name and/or Case Type.
  3. Leave the fields blank to keep the company defaults.
  4. Save.

When you later select this list for a campaign, the campaign details screen will show a Variable Overrides notice so you can see which values are being overridden. The overrides apply to all outbound channels: AI voice calls, SMS, email sender name, email body, and AI-generated campaign templates.

2. Creating an AI Campaign (step-by-step)

Once your List is ready, you can create an AI Campaign.

🧱 Step 1 — Open Campaign creation

  1. Go to the AI Campaigns page.
  2. Click ➕ Create Campaign.
  3. Enter a Campaign name.
  4. Choose whether the campaign is OBO or non-OBO (same logic as for lists).
  5. Click Continue.

Create Campaign with name and OBO option

🧱 Step 2 — Select a List

On the next step, select the List you created:

Select a List and click Continue.

🔎 Note: AI Campaigns always work only with cases from the selected List.

If the selected list has Variable Overrides configured (Company Name or Case Type), those overrides will be shown on the campaign details page. All outgoing communications for this campaign will use the overridden values instead of the company defaults.

Select List for campaign

🧱 Step 3 — Decide: “Skip tasks” or “Attach a form”

At this step you define whether the campaign will use Forms & Smart Tasks. Skip tasks or Attach form option in campaign setup

Option A — Create a New Form or Choose from the Library (with Smart Tasks)

Choose this if your campaign collects information from clients.

When you create a form from scratch:

  1. Add an internal Form Title - Form Title is internal only — clients will not see it.
  2. Define an internal Form description if needed.
  3. Specify the required time to complete the Form (meaning: all tasks inside it)

When you attach a form:

  1. The system creates a new copy of the form for this campaignfrom your already existing templates under the Tasks page.
    • This protects other campaigns and existing forms from changes.
    • The copy is frozen. Any changes made to the original form later will not affect the form used in this campaign.
  2. All Smart Tasks inside that form are linked to the cases from your List when the Campaign is created.
  3. Clients can complete tasks via:
    • Voice Call,
    • Mobile Client Portal App,
    • or a Secure web link.
  4. Progress and completion will show in:
    • the Tasks tab inside the campaign, and
    • the case view for each client.

Create or choose form for campaign with Smart TasksForm copy and Smart Tasks linked to campaign cases

Option B — Skip tasks

Choose this if your campaign:

Skip Tasks mode does not create any Smart Tasks for the campaign. Clients will not receive forms, task lists, or portal steps — only calls or messages depending on your Run settings.

ℹ️ Detailed behavior of Forms & Smart Tasks is described in the separate 🧩 Smart Tasks & Forms in Kayse. In this article, we focus on how they behave inside AI Campaigns.

Skip Tasks mode for campaigns without forms

🧱 Step 4 — when and how the campaign works

Runs define the schedule and behavior of your campaign.

One campaign can have multiple Runs.

Each Run has its own:

Only one Run can be active on a given day. Runs with days, time windows, and channels

📅 4.1 Run days

For each Run you choose which days it will operate.

Examples:

Days already used in previous Runs cannot be reused in the same campaign.

Run days selection for campaign

4.2 Channels inside a Run

For each Run, you choose channels that will be used:

You can:

Channels: AI calls and Messaging per Run

🕒 4.3 Call time window

Here you set when calls are allowed during the day.

The system respects the client’s local time zone when calling (based on your internal logic).

For example:

Calls outside this window will not be placed.

Call time window configuration for Run

4.4 Messaging schedule (SMS/Email)

For each Run you can configure:

Examples:

You can have multiple messages per Run, at different times.

Messaging schedule SMS and Email per Run

4.5 Retries and callbacks

Runs also control:

Examples:

Retries and callbacks configuration for Run

🧱 Step 4 — Select an AI Agent

(only if the AI Calls channel was selected on the previous step)

At this step, you should select an AI Agent that will work with your list of cases and form

Select AI Agent for campaign

🧱 Step 5 — Review and launch

Before launching, you will see a summary:

If everything looks good, click Start Campaign.

Your campaign is now active 🎉

Campaign summary and Start Campaign button

3. Campaigns list page

On the Campaigns list you can see:

You can also:

Campaigns list with status, metrics, and actions

🧭 4. Inside a campaign — tabs overview

When you open a specific campaign, you’ll see several tabs.

They help you understand performance and manage the campaign.

Campaign tabs overview: Metrics, Calls, Contact calls, Tasks, Runs, Reports, Settings

4.1 Metrics tab

This tab shows high-level performance of the campaign and may include:

This is the best place to quickly see if the campaign is working as expected.

Metric definitions with tooltips

In the Metrics tab, metric labels include an info icon. Hover the icon to see a tooltip that explains how each metric is defined (for example, what is counted as successful, failed, or disqualified).

Use these tooltips when reviewing campaign performance with your team to keep metric interpretation consistent.

Metrics tab with campaign performance overview

4.2 Calls tab

This tab shows every call made by the campaign.

For each call you can see:

You can also:

Calls tab with call list, filters, and export

Disconnection reasons & post-call statuses

For every call, the system saves:

Examples of disconnection reasons:

Examples of post-call status:

These values explain why a call was not completed and help you understand how many clients are not reachable.

4.3 Contact calls tab

This tab groups calls by contact.

It’s useful for QA, or when you want to manually review cases with many attempts.

Contact calls tab grouped by contact

4.4 Tasks tab (when a form is attached)

If you attached a form, this tab shows:

You can use filters to:

Completion rate is calculated based on Smart Tasks inside the form. Page-level progress is not displayed.

Tasks tab with completion status and filters

️ 4.5 Runs tab

The Runs tab shows:

You can open a specific Run to see its detailed behavior and performance.

A single day can belong to only one Run. Days cannot be reused or overlap across different Runs in the same campaign.

Runs tab with active and completed runsRun details with days, channels, and statistics

4.6 Reports tab

This tab is used for reporting and exports.

From here you can:

Reports tab for scheduled reports configurationDownload scheduled reports

️ 4.7 Settings tab

This tab shows the full configuration of the campaign, including:

Here you can also:

Settings tab with full campaign configurationPause, resume, add Runs, export configuration

5. How Forms & Smart Tasks work with AI Campaigns

When a campaign has a form attached:

Tasks and forms allow campaigns to not only contact clients, but also collect structured information (documents, answers, confirmations) automatically.

Smart Tasks assigned through a campaign follow the same reminder and expiration logic as regular Smart Tasks. Tasks can only be marked as completed, not partially completed.

For a detailed breakdown of all task types and form behavior, see the 🧩 Smart Tasks & Forms in Kayse article.

6. Best practices

️ 7. Troubleshooting

The campaign does not start

No calls are being made

No SMS or emails are being sent

Form is not showing in the campaign

Many calls show “Invalid number” or “Out of service”

The campaign does not start