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Contacts are what a campaign works through. You add them on the Contacts tab, or push them in from your contacts list, and from that moment each one is enrolled and moving through your steps. This page covers getting them in and reading what happens next.

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Before you start

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Steps

1

Open the Contacts tab

Open the campaign and go to Contacts. This is both where you add people and where you watch what happens to them.
2

Add contacts

Use Add Contacts to Campaign and pick who to enrol. You can also go the other way round and push contacts into a campaign from your contacts list, which is easier when you have just filtered to the people you want.
3

Check the first few went out

Watch placed today and answered today in the summary. If placed today stays at zero and you are inside your calling hours, something is stopping the dial rather than the enrolment. See My campaign did not call.

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You will know it worked when

The contacts appear on the Contacts tab with a status, and within a few minutes of your calling window opening, placed today starts counting up.

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The five statuses

Every enrolled contact carries one of these: Exited and Completed look similar in a list and mean opposite things. Completed means the sequence ran out. Exited means something stopped it early, and if a lot of contacts are exiting, read why before you add more people. See Stop calling a contact.

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The summary metrics

The numbers above the list tell you the shape of the campaign at a glance: The two that tell you most on day one are placed today and reached. Placed tells you the machine is running. Reached tells you the list is worth running.

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What good looks like

There is no universal answer, but the ratios are more useful than the totals:
  • reached against placed is your list quality and your calling time. A low ratio usually means wrong numbers or the wrong hours, not a bad agent.
  • exited against active is your exit rules doing their job. Zero exits on a cold list means your rules are too loose.
  • delivered against placed on a text step tells you whether your follow ups are landing at all.

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What else you can do here

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If it did not work

Contacts are stuck on Pending. Their first step is not due yet, or you are outside your calling window, or the campaign is paused. Pending is the normal resting state overnight. Nothing was placed even though contacts are Active. Check the plan, the agent’s phone number, the daily cap, and the calling window. See My campaign did not call. A contact you did not expect is Suppressed. They unsubscribed, or they were suppressed by an earlier campaign. Suppression is deliberately hard to undo by accident. See Let people unsubscribe. Everybody exited immediately. An exit rule is matching on the first call. Check Stop on call outcome, which will empty a campaign fast if you tick every outcome. See Stop calling a contact. reached is far below placed. Either the numbers are wrong, or you are calling at the wrong time of day, or the number you are calling from is unfamiliar and being screened. See Get past call screening on mobiles.

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FAQ

Open the campaign, go to Contacts, and use Add Contacts to Campaign. You can also push contacts into a campaign from your contacts list, which is easier straight after filtering.
It can. If your first step runs immediately and you are inside your calling hours, the call is placed shortly after enrolment. Set your hours, cap, and steps before adding anybody.
Completed means the contact reached the end of your sequence. Exited means something stopped them early, such as an exit rule, a call outcome you chose to stop on, or a request not to be called again.
They are being held back from contact, typically because they unsubscribed. Suppression is meant to stick, so it is not cleared by re adding them to a campaign.
Yes. New contacts enter at the start of the sequence and are paced by the same daily cap and calling hours as everybody else.
Yes, and be careful with it, because they will hear from you twice. If two campaigns overlap, a daily cap on each one does not add up to a sensible total for the person receiving the calls.
Because pacing is working. Calls per day, the minimum gap between dials, your concurrency limit, and your calling window all cap how many calls a day can carry. See Control how fast a campaign dials.