Outbound Calls

Overview

Outbound lets your AI voice agent call a whole list of people automatically. You upload a list of recipients, choose which agent makes the calls and which of your numbers to call from, optionally personalize each call, and then either start dialing right away or schedule the campaign for later. Each call is a normal conversation that shows up in your call history when it completes.

Before you start

To create an outbound campaign you need:

• At least one synced agent in the workspace. Agents that are not synced yet appear as "(not synced)" and can't be selected.
• At least one outbound-capable, active phone number to use as the caller ID. See Add Phone Number.
• Enough remaining minutes in your plan (see Limits).

The Outbound page

Open Outbound from the dashboard sidebar to see all of your campaigns. The list shows each campaign's Name (with its recipient count), the Agent used, its Status, Progress (percentage of calls finished), and the Created date.

• Use the search box to filter by campaign name or agent.
• Select rows with the checkboxes to bulk-delete campaigns.
• The list refreshes automatically every few seconds while a campaign is running.
• Click any campaign to open its detail view.

Create an outbound campaign

Click Create Outbound Call and fill in the configuration panel:

1. Call name — a label for the campaign. If you leave it as the default, it is auto-filled from your uploaded CSV file name.
2. Phone number — the caller ID recipients will see. Only outbound-capable, active numbers in your workspace appear here.
3. Ringing timeout — how many seconds to let the phone ring before giving up. Accepts 5–60 seconds (default 60).
4. Concurrency — how many calls run at the same time. Leave blank for Auto. The value can't exceed your plan's maximum number of concurrent calls.
5. Select agent — the AI agent that will handle every call in this campaign.
6. Recipients — upload a CSV of who to call (see Recipient list format). CSV files up to 25 MB are supported. Use Download template to start from a sample file.
7. Timing — choose Send immediately or Schedule for later. When scheduling, pick a date and time; the campaign uses your browser's timezone, which is shown below the picker. Scheduled times can't be in the past.

The right side shows a live preview of your recipients. When everything is valid, the button reads Submit Outbound Call (immediate) or Schedule Outbound Call (scheduled). It stays disabled until you have at least one recipient, an agent, and a phone number.

Recipient list format

Recipients are uploaded as a CSV file. The first row must be a header row. Only one column is required; the rest are optional.

Required column

• phone_number — the recipient's number (the headers phone and number are also accepted). Numbers are normalized toward E.164 automatically (spaces, dashes, and parentheses are removed, and a leading + is added when needed). Rows with no phone number are skipped.

Per-recipient override columns

These optional columns let you personalize individual calls. Each one only takes effect if the selected agent has that override enabled (see below).

Dynamic variables

Any other column in your CSV is passed through as a per-recipient dynamic variable (for example name or lead_source). Your agent's prompt and tools can reference these variables to personalize the conversation.

Enabling overrides on the agent

If your CSV uses an override column that the selected agent hasn't enabled, a warning appears listing the missing overrides. You can either click Enable required overrides to turn them on for that agent, or remove those columns and upload again. Overrides that stay disabled are ignored; dynamic variables are always passed through.

Campaign and recipient statuses

A campaign moves through these statuses:

• Pending — created and waiting to start (for example, a scheduled campaign).
• In Progress — calls are being placed.
• Completed — all calls have finished.
• Failed — the campaign could not run.
• Cancelled — you cancelled it before it finished.

Each recipient also has its own status:

• Pending — not dialed yet.
• Dispatched — the call has been handed off to be placed.
• In progress — currently on a call.
• Completed — the call finished normally.
• No answer — nobody picked up.
• Voicemail — the call reached voicemail.
• Failed — the call could not be placed.
• Cancelled — cancelled before dialing.

Monitoring a campaign

Click a campaign to open its detail view. The header shows the status, agent, recipient count, when it was created, and overall progress. The recipients table lists every number along with any personalization columns you used and each recipient's status, and it updates automatically while the campaign is active.

• Click a recipient that has a completed conversation to open its recording and transcript.
• Cancel stops a running campaign and marks remaining recipients as cancelled.
• Retry re-triggers recipients that failed, were cancelled, or got no answer. It's available once a campaign is no longer active.
• Delete removes the campaign record. The individual conversations it produced stay in your call history.

Limits and gating

• File size: CSV only, up to 25 MB.
• Ringing timeout: 5–60 seconds.
• Concurrency: capped by your plan's maximum concurrent calls.
• Minutes: if your workspace is out of minutes, or a campaign has more recipients than your remaining minutes (roughly one minute is reserved per recipient), you'll be asked to upgrade or add minutes before it can start.

Note: You are responsible for having the right consent to call the people on your list. Review the TCPA Consent Guide and Recording Consent before running outbound campaigns.

Next steps

• Configure your agent and enable the overrides you want to personalize per recipient.
• Analyze calls to review campaign results.
• Add a phone number to use as your caller ID.