> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Add contacts to a campaign

> Add contacts to a Brilo campaign, understand the five enrolment statuses, and read the summary metrics that tell you what the campaign is actually doing.

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.

## Before you start

* A campaign with at least one step. A campaign with no steps enrols contacts and does nothing with
  them. See [Start a calling campaign](/campaigns/start-a-calling-campaign).
* Your contacts in Brilo. See [Import your contact list](/contacts/import-your-contact-list).
* Your calling hours and daily cap set first, because contacts can start being called as soon as they
  are added. See [Choose when calls go out](/campaigns/choose-when-calls-go-out).

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/campaigns/my-campaign-didnt-call).
  </Step>
</Steps>

## 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.

## The five statuses

Every enrolled contact carries one of these:

| Status         | What it means                                                 |
| -------------- | ------------------------------------------------------------- |
| **Pending**    | Enrolled, waiting for their first step to come due            |
| **Active**     | Moving through the sequence now                               |
| **Completed**  | Reached the end of the sequence                               |
| **Exited**     | Taken off the campaign by an exit rule, or because they asked |
| **Suppressed** | Held back from contact, for example after unsubscribing       |

**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](/campaigns/stop-calling-a-contact).

## The summary metrics

The numbers above the list tell you the shape of the campaign at a glance:

| Metric             | What it counts                                          |
| ------------------ | ------------------------------------------------------- |
| **active**         | Contacts moving through the sequence right now          |
| **in progress**    | Contacts partway through, not yet finished              |
| **reached**        | Contacts where a call actually got to a person          |
| **called back**    | Contacts who rang you back, where callbacks are counted |
| **completed**      | Contacts who finished the sequence                      |
| **exited**         | Contacts stopped early                                  |
| **delivered**      | Messages that arrived, for text and email steps         |
| **placed today**   | Calls dialled today, which is your pacing check         |
| **answered today** | Calls answered today, which is your list quality check  |

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.

## 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.

## What else you can do here

* Follow one contact step by step to see exactly what happened to them. See
  [Track a contact through a campaign](/campaigns/track-a-contact).
* Personalise each call and email with details held on the contact. See
  [Add your own contact fields](/contacts/add-your-own-contact-fields).
* See the whole campaign as charts rather than a list. See
  [Read your campaign analytics](/campaigns/analytics).
* Stop the campaign contacting anybody while you fix something. See
  [Pause, archive or stop a campaign](/campaigns/pause-archive-or-stop).

## 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](/campaigns/my-campaign-didnt-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](/campaigns/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](/campaigns/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](/calls/mobile-call-screening).

## FAQ

<AccordionGroup>
  <Accordion title="How do I add contacts to a Brilo campaign?">
    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.
  </Accordion>

  <Accordion title="Does adding a contact call them immediately?">
    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.
  </Accordion>

  <Accordion title="What is the difference between Completed and Exited?">
    **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.
  </Accordion>

  <Accordion title="What does Suppressed mean on a contact?">
    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.
  </Accordion>

  <Accordion title="Can I add more contacts to a campaign that is already running?">
    Yes. New contacts enter at the start of the sequence and are paced by the same daily cap and calling
    hours as everybody else.
  </Accordion>

  <Accordion title="Can the same contact be in two campaigns?">
    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.
  </Accordion>

  <Accordion title="Why is placed today lower than my list size?">
    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](/campaigns/control-how-fast-it-dials).
  </Accordion>
</AccordionGroup>

## Related

* [Import your contact list](/contacts/import-your-contact-list) to get contacts into Brilo first
* [Track a contact through a campaign](/campaigns/track-a-contact) to follow one person's journey
* [Stop calling a contact](/campaigns/stop-calling-a-contact) for why contacts exit
* [Control how fast a campaign dials](/campaigns/control-how-fast-it-dials) for pacing
* [Read your campaign analytics](/campaigns/analytics) for the same data as charts