> ## 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.

# Track a contact through a campaign

> Follow one contact through a Brilo campaign step by step, listen to their calls, read the transcripts, and see exactly why they exited or stalled.

When somebody asks "what did you say to my customer?", this is the page you need. The **Contacts** tab
holds a per contact journey: every step that ran, what happened on it, and the actual conversation. It
is also the fastest way to diagnose a campaign that is running but not working.

## Before you start

* A campaign that has placed at least a few calls. See
  [Start a calling campaign](/campaigns/start-a-calling-campaign).
* One minute per contact you want to look at.

## Steps

<Steps>
  <Step title="Open the Contacts tab">
    Open the campaign and go to **Contacts**. You get every enrolled contact with their status and where
    they are in the sequence.
  </Step>

  <Step title="Narrow the list">
    Filter by step to see everybody sitting at the same point, and sort by last touch to bring the most
    recently contacted to the top. Filtering by step is how you find a stall: if forty contacts are all
    parked on step two, step two is the problem.
  </Step>

  <Step title="Open one contact's journey">
    Click a contact. Their journey shows each step in order, when it ran, and what came of it: answered,
    voicemail, could not be connected, message delivered, message failed.
  </Step>

  <Step title="Open the conversation">
    From a call in the journey, open the conversation to read the transcript and play the recording. This
    is the ground truth. Everything else on the page is a summary of it.
  </Step>
</Steps>

## You will know it worked when

You can pick any contact and say, without guessing, what your agent said to them, when, and what
happened next.

## Reading a journey

A journey answers four questions in order:

1. **Did the step run?** If a step never ran, the problem is timing, pacing, or a condition that was
   never met, not the content of the step.
2. **What was the outcome?** Reached a person, went to voicemail, or could not be connected. This decides
   which branch of your sequence they took.
3. **What was actually said?** Open the transcript. Agents fail in ways that only show up in the words.
4. **Why did they stop?** A contact who is **Exited** stopped for a reason, and the journey shows which
   step it happened on.

## Diagnosing common patterns

| What you see                           | What it usually means                                                          |
| -------------------------------------- | ------------------------------------------------------------------------------ |
| Everybody parked on the same step      | That step's condition never matches, or its delay is longer than you thought   |
| Calls all "could not be connected"     | Bad numbers, or missing country codes on import                                |
| Reached a person, then immediate exit  | An exit rule is matching on answered calls                                     |
| Steps ran in the wrong order           | The delays overlap. A step with a short delay can overtake one with a long one |
| Text steps delivered, calls not placed | The daily cap is spent on calls, or you are outside the calling window         |
| One contact called several times       | Two campaigns hold the same contact, or **Max call attempts** is unset         |

## What else you can do here

* See the same information as totals and charts across the whole campaign. See
  [Read your campaign analytics](/campaigns/analytics).
* Set up extraction so the detail you keep checking transcripts for becomes a field on every call. See
  [Pull the details out of every call](/reports/extract-call-information).
* Have calls tagged automatically so you can see what they were about without reading them. See
  [Tag your calls automatically](/reports/tag-your-calls-automatically).
* Score call quality automatically. See [Pulse Score](/reports/pulse-score).

## If it did not work

**A contact shows no steps at all.** They are **Pending** and nothing has come due, or they were enrolled
after the campaign was paused.

**A step shows as run but there is no conversation.** Calls that were never answered have an outcome but
little transcript. Voicemails have a recording only if your agent left a message. See
[Voicemail](/calls/voicemail).

**The recording is missing.** Recording is off for the agent that made the call, or the call has passed
its retention period. See [Recordings, transcripts and retention](/compliance/recordings-and-retention).

**The transcript does not match what the summary says.** Trust the transcript. Tell support if you find a
real mismatch.

**You cannot find the contact.** Filter by step rather than scrolling, and check they were enrolled at
all rather than only existing in your contacts list.

## FAQ

<AccordionGroup>
  <Accordion title="How do I see what my AI agent said on a campaign call?">
    Open the campaign, go to **Contacts**, click the contact, then open the conversation from the call in
    their journey. You get the full transcript and the recording where recording is on.
  </Accordion>

  <Accordion title="Why are all my contacts stuck on the same step?">
    That step's condition is never matching, or its delay is longer than you think. Filter the contacts
    list by step to confirm they are all at the same place, then check the step's trigger. See
    [Choose when each step runs](/campaigns/choose-when-each-step-runs).
  </Accordion>

  <Accordion title="Can I see why a contact left a campaign?">
    Yes. Their journey shows the step it happened on, and the status tells you whether they finished the
    sequence or were stopped early. See [Stop calling a contact](/campaigns/stop-calling-a-contact).
  </Accordion>

  <Accordion title="How do I find the most recently contacted people?">
    Sort the contacts list by last touch. Combined with the step filter, that gets you to any specific
    group in two clicks.
  </Accordion>

  <Accordion title="Why is there no recording for a campaign call?">
    Either recording is switched off on the agent that made the call, or the call is older than the
    retention period. See
    [Recordings, transcripts and retention](/compliance/recordings-and-retention).
  </Accordion>

  <Accordion title="Can I export campaign results?">
    Call data is available through the API, including everything on the call record. See
    [Post-Call Webhook](/api-reference/webhooks/post-call) and
    [Send data to your systems](/actions/send-data-to-your-systems).
  </Accordion>
</AccordionGroup>

## Related

* [Add contacts to a campaign](/campaigns/add-contacts) for statuses and summary metrics
* [Read your campaign analytics](/campaigns/analytics) for the campaign wide view
* [Choose when each step runs](/campaigns/choose-when-each-step-runs) when contacts stall
* [Pull the details out of every call](/reports/extract-call-information) to stop reading transcripts
* [My campaign did not call](/campaigns/my-campaign-didnt-call) if steps never run