04

Outbound calling

A batch call has one agent call a list of recipients for you — at the hours you choose, in each recipient’s local time, retrying the ones who don’t answer.

On this page

Create a batch call

Calls go out from the phone number assigned to the agent you choose, so connect a number and assign it to that agent before you start.

  1. 1Open Outbound from the app navigation.
  2. 2Select Create batch call.
  3. 3Name the batch.
  4. 4Pick the agent that will make the calls. The number they call from is the one assigned to that agent.

Add recipients

Upload a CSV or add recipients manually. Only a phone number is required, and duplicate numbers are removed automatically.

  1. 1Download the sample CSV to see the columns: phone number, name, city, language, and prompt.
  2. 2Upload your file, or switch to manual entry and add recipients one by one.
  3. 3Use the optional columns to personalise each call — a recipient’s language must be one the agent supports.
  4. 4Add a per-recipient prompt for anything specific to that person, such as a recent renewal.
Note: Numbers on your workspace do-not-call list are blocked as you add them, and checked again right before each call is placed.

Write the brief

The brief tells the agent what this batch is about. It is layered on top of the agent’s own instructions and knowledge, so the agent can still handle off-topic questions.

  1. 1Describe the purpose of the calls and what a good outcome looks like.
  2. 2Attach Knowledge Base items that only matter for this batch, such as an offer sheet or pricing notes.
  3. 3Keep it specific to the batch — the agent’s general behaviour stays in its own instructions.

Hours, pacing and retries

Launch immediately or schedule for later, then control when calls may happen, how fast they go out, and what happens when nobody answers.

  1. 1Choose to launch now or pick a date and time.
  2. 2Set the calling days and hours, in each recipient’s local time zone or one fixed time zone.
  3. 3Set how many calls can run at once, and optionally cap calls per minute.
  4. 4Choose the maximum attempts, the delay between attempts, and which outcomes to retry: no answer, failed, or voicemail.

Launch and monitor

Review the batch, check the estimated cost, and confirm compliance before it goes live. Each recipient’s status then updates as calls are placed.

  1. 1Review every setting on the final step.
  2. 2Confirm you have consent to call these recipients and that the batch complies with the outbound calling rules in their jurisdictions.
  3. 3Select Launch batch call, or Schedule batch call if you chose a later start.
  4. 4Track outcomes — completed, no answer, voicemail, opted out — from the batch’s page in Outbound.
Note: If a recipient asks not to be called again, they are added to your do-not-call list automatically. If your credit runs out, the batch pauses itself — top up in Credits to continue.
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