---
title: "Adding a new campaign"
slug: "outbound-dialer-adding-a-new-campaign"
description: "The Voiso Dialer automates outbound calling campaigns and enable you to either import your calling list or integrate it with your CRM."
tags: ["campaigns", "click to call", "click-to-call", "click2call", "Compliance", "CRM", "Dialer", "live campaign", "Outbound"]
updated: 2026-09-14T17:23:43Z
published: 2026-09-14T17:23:43Z
canonical: "docs.voiso.com/outbound-dialer-adding-a-new-campaign"
---

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

# Adding a new campaign

**Who should read this article**: Administrators

The Voice Dialer automates outbound calling campaigns and enables you to either import your calling list or integrate it with your CRM.

## Introduction

The Voiso Dialer automates outbound voice campaigns by connecting available agents to contacts from a prepared calling list. You can supply this list by uploading a CSV or XLSX file, integrating with your CRM, or using an API. This article walks you through the steps to create and configure a new Dialer campaign using Voiso's flexible campaign setup interface.

Before getting started, make sure your contact center meets the prerequisites and review the options for importing contact lists, assigning agents, and managing campaign behavior. For a guided example, refer to the [How to run a Dialer campaign](/v1/docs/how-to-run-a-dialer-campaign) series.

## Prerequisites

Before creating a new outbound Dialer Campaign, make sure the following requirements are met:

- Decide how you will supply the calling list:
  - [File import (CSV or XLSX)](/v1/docs/outbound-dialer-running-a-campaign)
  - [CRM integration](/v1/docs/outbound-dialer-running-a-crm-campaign)
  - [API](/v1/docs/running-an-api-campaign)
- Confirm that [agents](/v1/docs/users-users) are available to handle calls during the local time of the contacts being called.
- Ensure that appropriate [Caller IDs](/v1/docs/outbound-cid-groups) are available for the geographic regions targeted by your campaign.

## Adding a new campaign

There are two ways to add a new outbound Dialer campaign. The first is to create one from scratch by clicking **Add campaign** from the **[Campaigns](/v1/docs/outbound-dialer-campaigns-view)** page. The second is to clone an existing campaign.

To clone a campaign, in the **Campaigns** page hover your mouse pointer over the campaign to be cloned, then click the **Clone** button on the far right side. A copy of the selected campaign parameters is displayed in the **Edit campaign** page. Follow the steps for adding a campaign to edit the parameters of the cloned campaign.

### Add/Edit campaign page

Use the **Add campaign** or **Edit campaign** page to specify the parameters of your outbound Dialer campaign. The page is divided into the following sections:

- [General](/v1/docs/outbound-dialer-adding-a-new-campaign#general)
- [Answering Machine Detection](/v1/docs/outbound-dialer-adding-a-new-campaign#answering-machine-detection)
- [Contact's local time](/v1/docs/outbound-dialer-adding-a-new-campaign#contacts-local-time)
- [Calling list](/v1/docs/outbound-dialer-adding-a-new-campaign#calling-list)
- [Caller ID sets](/v1/docs/outbound-dialer-adding-a-new-campaign#caller-id-sets)
- [Follow-up rules](/v1/docs/outbound-dialer-adding-a-new-campaign#follow-up-rules)
- [Agents](/v1/docs/outbound-dialer-adding-a-new-campaign#assigned-agents)

              Tip

              

To delete a campaign that is in the **Draft** status, open the campaign in the **Edit campaign** page, then click **Delete campaign**.

### General

Use the **General** section to define the name and dialing parameters of your campaign. The **General** section includes the following parameters:

![Inbound Add Campaign General](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Add%20Campaign%20General.png)

          Note

          

The old Predictive dialing strategy is no longer supported. Please use the AI-powered Predictive strategy instead.

| Parameter | Description |
| --- | --- |
| Campaign name | A unique name identifying your campaign. |
| Strategy | Choose between **Progressive** (Progressive Dialer) and **AI-powered Predictive** (Predictive Dialer). Refer to [Part 2: Dialer campaigns](/v1/docs/outbound-dialer-campaign-dialer-campaigns#strategy) for information about campaign strategies. |
| Dial level | (Progressive only) A multiplier for the number of active agents to determine the number of calls dialed simultaneously. |
| Dial level override / Active agents threshold / Override value | (Progressive only) A throttle for the number of calls dialed simultaneously. If the number of active agents falls below a specified threshold, the overridde dial level is applied. Applies only when **Enabled** is selected. |
| [Max dial time](/v1/docs/outbound-dialer-campaign-dialer-campaigns#max-dial-time) | Specify how long the system should wait for a contact to answer the call or other response. |
| [Max wait time](/v1/docs/outbound-dialer-campaign-dialer-campaigns#max-wait-time) | Specify how long you are willing to let a contact wait after they pick up a call for an agent to answer the call if all agents are busy. |
| [Max dial attempts](/v1/docs/outbound-dialer-campaign-dialer-campaigns#max-dial-attempts) | Specify the number of calls that may be made to an individual contact if they aren’t responding. If **Allow duplicate numbers** is enabled, each duplicate is counted separately. |
| Audio on dialer waiting for a contact | Specify a [media file](/v1/docs/administration-media), of type **Voice Message**, that is played to a *contact* who answers a call while they wait for an agent to connect. **Note:** For messages played to agents when a Dialer call connects, set the **Notification sound on Dialer connection** option on the **Contact Center** tab in **System Settings**; see [Contact Center tab](/v1/docs/contact-center-tab). |
| [Live campaign](/v1/docs/outbound-dialer-adding-a-new-campaign#live-campaigns) | Allow the campaign to run endlessly while it periodically retrieves new leads from a [CRM](/v1/docs/outbound-dialer-running-a-crm-campaign) or obtains leads through an [API](/v1/docs/running-an-api-campaign). Live campaigns may be stopped manually on the **Campaign** page or be deselecting **Live campaign**. |
| [Post call rating](/v1/docs/outbound-dialer-adding-a-new-campaign#post-call-rating) | Allow contacts to provide feedback about an outbound Dialer campaign call by asking them to participate in a survey. The [Post Call Rating](/v1/docs/use-case-post-call-rating) feature must be enabled for your contact center to see this option. |

#### Post call rating

Three menu options display when post call rating is enabled:

![Post Call Rating Enable Options](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Post%20Call%20Rating%20Enable%20Options.png)

| Parameter | Description |
| --- | --- |
| Post call rating notification voice message | The greeting message that plays when a contact answers a call during a Dialer campaign. Select the default greeting message, **Post call survey greeting**, or choose another voice message from your [media library](/v1/docs/administration-media). The default message is: "*Please rate our service after the call*". If you leave the field blank, no message will be played for this stage – instead, you might want to have your agent request that the contact participate in the survey. |
| Post call rating instructions voice message | The reminder message that plays when the agent ends the call. Select the default post call message, **Post call survey rate from 1 to 5**, or choose another voice message from your [media library](/v1/docs/administration-media). The default message is: "*Please rate your experience with our company on a scale of 1 to 5, where 1 is poor and 5 is outstanding.*" If you leave the field blank, no message will be played for this stage – instead, you might want to have your agent request that the contact participate in the survey. |
| Post call rating complete voice message | The "thank you" message that plays after the contact makes a selection. Select the default thank you message, **Post call survey gratitude**, or choose another voice message from your [media library](/v1/docs/administration-media). The default message is: "*Thank you for participating in our survey.*" If you leave the field blank, no message will be played for this stage and the system automatically ends the call. |

### Answering Machine Detection

[Answering Machine Detection](/v1/docs/use-cases-amd) (AMD) analyzes the first 3.5 seconds of a call to determine if it is answered by a person or a machine. Thanks to [AMD](https://voiso.com/products/predictive-dialer/answering-machine-detection/), calls answered by machines are disconnected automatically, ensuring agents only handle live calls.

The **Answering Machine Detection** section contains the following settings:

| Setting | Description |
| --- | --- |
| Enable Answering Machine Detection | Turn on AMD for the campaign. The other two settings are displayed only while this option is selected. AMD is required for AI-powered predictive dialing campaigns. |
| Play 'Comfort noise' in the background | Play quiet background audio to the contact while AMD analyzes the answered call. It keeps the line sounding live and encourages the contact to speak, which is what the detection listens for. This option is selected by default, and Voiso recommends leaving it on. |
| Leave Voice message on Voicemail | Instead of ending the call, play a pre-recorded voice message when the system detects that Voicemail has started recording. Choose the message from the menu that appears below the option. |

![Image](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/figma-amd-section.png)

              Note

              

When you clear **Play 'Comfort noise' in the background**, the media that you selected in **Audio on dialer waiting for a contact** starts as soon as the contact answers, instead of when an agent connects. If AMD then detects a machine, that audio is stopped.

### Contact's local time

Use the [Contact's local time](/v1/docs/outbound-dialer-campaign-dialer-campaigns#contact-s-local-time) feature to specify when each contact in the campaign may be called. Voiso knows the locale of each phone number in the campaign and ensures that contacts are called only during the days and times that you select. This feature ensures that contacts are not called at hours that are inconvenient, such as during the night, at dinner time, and so on. This feature also helps you to remain compliant with local regulations.

![Inbound Add Campaign Contacts Local Time](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Add%20Campaign%20Contacts%20Local%20Time.png)

### Calling list

There are three methods for importing the list of contacts and phone numbers into your campaign: File import (CSV, XLSX), CRM, and [API](https://developers.voiso.com/reference/addleads).

![Inbound Add Campaign Calling List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Add%20Campaign%20Calling%20List.png)

#### Allow duplicate numbers

By default, Dialer removes duplicate phone numbers from imported calling lists. Enable **Allow duplicate numbers** to preserve duplicate entries and treat each occurrence as a separate lead. This is useful when the same phone number may be associated with different lead sources, marketing campaigns, customer records, or follow-up attempts that need to be processed independently.

![Dialer Add Campaign Calling List Allow Duplicate Numbers](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Add%20Campaign%20Calling%20List%20Allow%20Duplicate%20Numbers.png)

This setting applies to the whole campaign and to every calling list method — File import, CRM, and API. You can change it while editing a campaign; the new setting applies to imports made after the change and does not alter contacts already in the calling list.

When **Allow duplicate numbers** is enabled, re-importing a calling list that contains numbers already in the campaign adds them again as new leads instead of rejecting them.

              Note

              

Each duplicate is dialed independently and has its own dial attempt counter. A number that appears three times in the calling list can be called up to three times the value of **Max dial attempts**. Take this into account when you configure your follow-up rules.

#### Live campaigns

If you select **Live campaign** from the **[General](/v1/docs/outbound-dialer-adding-a-new-campaign#general)** section, and the dialing order feature is enabled for your contact center, the **Enable Dialing order** option is displayed. Select this option to specify the order in which numbers should be dialed during the campaign.

              Note

              

Selecting a dialing order overrides the [priority](/v1/docs/running-an-api-campaign) assigned to individual numbers.

The Dialing order option gives you more control over how Live campaigns process newly added numbers. You can choose one of two dialing modes for that campaign:

- **First in, first dialed**: the campaign works through numbers in the order they were added, ensuring the oldest numbers are dialed first.
- **Last in, first dialed**: the Dialer always prioritizes the most recently added numbers.

#### File import

The file import method enables you to import one or more CSV or XLSX (Microsoft Excel) files containing columns of contact information for contacts to be called during the campaign.

              Important

              

Depending on your goals, Voiso supports files with different columns of data. For example, only phone numbers, phone numbers with a URL, or phone numbers with name and source.

Work with your Voiso account manager to configure the most appropriate file format for your business.

To use a calling list file for your calling list, in the **Calling list** section, select **File import** from the **Method** menu, then click **Import calling list**. Navigate to the calling list file or files on your computer, then click **Upload**.

You may select multiple files for import. They must each have a unique file name and have the same column heads and formatting.

![Dialer Add Multiple CSV files](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Add%20Multiple%20CSV%20files.gif)

Voiso processes the file(s) to check that the numbers are valid and that the file format matches the format configured for your contact center. Invalid numbers are always rejected. Duplicate numbers are removed unless **[Allow duplicate numbers](/v1/docs/outbound-dialer-adding-a-new-campaign#allow-duplicate-numbers)** is enabled for the campaign.

Refer to [Running a campaign](/v1/docs/outbound-dialer-running-a-campaign) for more information about using a calling list file for your Dialer campaign calling list.

#### Importing a calling list into a running campaign

You can add a calling list file to a campaign after the campaign has started. On the **Campaigns** page, click the campaign name to open the **Edit campaign** page, go to the **Calling list** section, click **Import calling list**, select your file, then click **Upload**. The numbers in the file are added to the numbers already in the campaign.

Voiso checks each new file the same way as the first one. Invalid numbers are always rejected. Duplicate numbers are removed unless **[Allow duplicate numbers](/v1/docs/outbound-dialer-adding-a-new-campaign#allow-duplicate-numbers)** is enabled for the campaign. The result is displayed under the file name: how many numbers were added, and how many duplicates and invalid numbers were removed.

The campaign keeps running while the file is imported. Dialing is not paused or restarted, and the progress and the dialing order of the numbers already in the campaign do not change. The new numbers become available for dialing according to the dialing settings of the campaign.

              Note

              

You can import a calling list file while a campaign is in the **Draft**, **Loading data**, **Active**, **Paused**, or **Import error** status. Import is not available after a campaign is stopped or completed.

![multiple csv upload.jpg](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/multiple%20csv%20upload.jpg)

#### CRM

Voiso supports many different CRM services. You can use the Voiso [CRM integration](/v1/docs/crm-integration) feature to access your CRM database to provide a calling list for your Dialer campaign.

| Integration | Click-to-call | Screen pop | Calling list import | Call history |
| --- | --- | --- | --- | --- |
| [Bitrix24](/v1/docs/crm-bitrix24) | ✔ | ✔ | ✔ | ✔ |
| [Falcon](/v1/docs/crm-falcon) | ✔ | ✔ | ✔ | ✔ |
| [Fintech](/v1/docs/crm-fintech360) | ✔ | ✖ | ✖ | ✖ |
| [Freshdesk](/v1/docs/freshdesk) | ✔ | ✖ | ✖ | ✖ |
| [Hubspot](/v1/docs/crm-hubspot) | ✔ | ✔ | ✔ | ✔ |
| [Leverate](/v1/docs/crm-leveratecrm) | ✔ | ✖ | ✔ | ✖ |
| [Panda](/v1/docs/crm-panda) | ✔ | ✔ | ✔ | ✔ |
| [Salesforce](/v1/docs/crm-salesforce) | ✔ | ✔ | ✔ | ✔ |
| [Zenoti](/v1/docs/crm-zenoti) | ✔ | ✔ | ✔ | ✔ |
| [Zoho CRM](/v1/docs/crm-zoho) | ✔ | ✔ | ✔ | ✔ |
| [Zoho Desk](/v1/docs/zoho-desk) | ✔ | ✔ | ✖ | ✔ |

To use a CRM to provide your calling list, in the **Calling list** section, select the name of your CRM from the **Method** menu. Depending on which CRM integration you use, [different options become available](/v1/docs/outbound-dialer-running-a-crm-campaign#preparing-a-calling-list).

For some CRM integrations, you choose the name of a campaign that you have created in your CRM. Refer to [Running a CRM campaign](/v1/docs/outbound-dialer-running-a-crm-campaign) and [CRM integration overview](/v1/docs/crm-integration-overview) for information about CRM generated calling lists.

#### API

Refer to the [Voiso v4 API](https://developers.voiso.com/reference/createcampaign) for information about the available endpoints for creating campaigns and adding leads.

#### Contact sources and countries

After the calling list is processed, the **Contact sources and countries** section is added to your campaign. You can use this section to omit calling certain sources or destinations from the campaign.

![Inbound Dialer Contact Sources And Countries](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Dialer%20Contact%20Sources%20And%20Countries.png)

Click **Manage** to display the **Contact sources and countries assignment** panel. Select countries or sources to include them in the campaign, or deselect countries or sources to exclude them from the campaign.

![Outbound Contact Sources and Countries Assignment Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20Contact%20Sources%20and%20Countries%20Assignment%20Panel.png)

              Information

              

Sources are available only for certain CSV formats. Contact your Voiso account manager if you want to use contact sources in your CSV calling list.

### Caller ID sets

Every campaign must include at least one number from which your contacts will be called. Specify one or more Caller IDs in the **Set 1** field. You can enter multiple numbers separated by commas or on separate lines.

![Inbound Add Campaign Caller ID Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Add%20Campaign%20Caller%20ID%20Group.png)

Most campaigns include multiple groups of Caller IDs, known as *Caller ID sets*. Numbers in each set are used in rotation for outbound calls. You can run several campaigns simultaneously and assign either the same or different Caller IDs to each one.

              Tip

              

Add multiple sets so that a different selection of Caller IDs can be used for redials (callbacks).

To add another Caller ID set, click **Add set**. A text field labeled **Set 2** appears. Each additional set is numbered sequentially (**Set 3**, **Set 4**, **Set 5**, and so on).

#### Numbers in use

When you assign numbers to a Dialer campaign, Voiso tracks whether those numbers are already part of your contact center inventory. This ensures that active numbers are properly linked to campaigns and helps prevent accidental reuse or deletion. Here's how it works:

- If you enter numbers in a **Set** field that are already purchased or added on the **[Numbers](/v1/docs/inbound-inbound-numbers)** page, the number’s details panel will display a link indicating that it is in use in an active campaign. From the details panel, you can navigate directly to the Dialer campaign pages where the number is assigned.
- If you enter numbers in a **Set** field that are not yet purchased or added on the **Numbers** page, they will not automatically appear in your numbers list. However, if you later purchase or add the number, it will automatically be linked to the campaign while it remains active.
- If you attempt to delete a number from the **Numbers** page that is currently in use in a campaign, a warning dialog box is displayed, prompting you to confirm the removal. When a campaign ends, the link between the number and the campaign is automatically removed.

#### Local Caller ID

If your campaign targets multiple countries or regions, you can assign Caller IDs that match each contact’s location. Select **Use local Caller ID** to assign Caller IDs based on the call destination. If you add multiple numbers for the same country or region, they are used in rotation. If no local numbers exist for a destination, one of the other numbers in the list is used at random.

For example, in a European campaign:

- Calls to Germany cycle through the German Caller IDs.
- Calls to France cycle through the French Caller IDs.
- Calls to Italy progress through *all* available numbers if no Italian Caller ID is assigned.

              Tip

              

Use separate Caller IDs for campaigns instead of reusing numbers assigned to manually dialed calls.

#### ASR performance optimization

If the ASR performance optimization feature is enabled in [System settings](/v1/docs/administration-system-settings#asr-performance-optimization), the **ASR performance optimization** option is enabled by default for all new campaigns.

When the feature is enabled for a Dialer campaign, Caller IDs in the Dialer campaign are monitored by the ASR performance optimization feature based on the **Max dialing attempts** and **Replacement interval** defined in **System settings**. When a threshold is reached, the number is automatically replaced in all associated campaigns and Caller ID groups.

Refer to [ASR performance optimization](/v1/docs/asr-performance-optimization) for more information about this feature.

### Follow-up rules

Follow-up rules let you define what happens when a contact cannot be reached on the first attempt. You can configure a sequence of actions—such as waiting and redialing or sending a WhatsApp message—to improve contact rates and continue the conversation through additional channels. A rule can be triggered by the call disposition, or by the wrap-up code that an agent applies after an answered call.

              Note

              

The total number of call attempts is constrained by the [Max Dial Attempts](/v1/docs/outbound-dialer-adding-a-new-campaign#general) setting.

![Image](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/figma-followup-rules-highlighted.png)

#### Follow-up mode

The **Follow-up mode** lets you specify how priority is assigned to numbers to be redialed during follow-up dialing. Select one of the following follow-up modes to determine redial priority:

- **Timer** — the default behavior. Redialing strictly follows the configured [delay timer rules](/v1/docs/outbound-dialer-adding-a-new-campaign#add-rule).
- **Lowest attempt** — respects the delay timer rules but prioritizes numbers with the fewest dial attempts.

**How Lowest attempt works**

The **Lowest attempt** option prioritizes contacts with the fewest dial attempts in the campaign. Instead of progressing independently, contacts are selected based on their current attempt count, ensuring that those with fewer attempts are retried first.

This approach creates a more balanced distribution of retries across the contact pool. The dialer works through contacts in stages, gradually increasing attempt counts so that all contacts are retried more evenly over time, rather than allowing individual contacts to advance ahead of others.

Redial delay timers are still fully respected in this mode. A contact is only eligible for redial once its configured delay has passed. Among all eligible contacts, the dialer selects the one with the lowest attempt count. If multiple contacts share the same lowest count, the existing campaign order is used to determine which contact is dialed next.

#### Add rule

A follow-up rule is triggered either by the call disposition that Voiso assigns to the call, or by the [wrap-up code](/v1/docs/administration-wrap-up-codes) that an agent applies after an answered call.

| Trigger | Description |
| --- | --- |
| [Machine answered](/v1/docs/outbound-dialer-adding-a-new-campaign#machine-answered-rule) | The call was answered by an answering machine. This rule is only available if [Answering Machine Detection](/v1/docs/use-cases-amd) (AMD) is enabled for the campaign. |
| Abandoned | The call was answered by a person, but no agents were available, and either the person hung up or the call was terminated by the system. |
| No answer | The call was not answered. |
| Rejected | The call was rejected by the carrier, the contact, or due to technical issues. |
| Failed | The call did not go through. |
| Busy | The contact was on another call or was in Do Not Disturb mode. |
| [Wrap-up code](/v1/docs/outbound-dialer-adding-a-new-campaign#wrap-up-code-rules) | The wrap-up code that an agent applied to an answered call during their after-call work. These rules are listed under **Wrap-up code**, below the disposition rules. |

For a call disposition, click **Add Rule** next to it, then choose an action from the menu:

- **Redial**: Set a delay before redialing the same contact.
- **Send WhatsApp**: Send a templated WhatsApp message as a follow-up. This action is available only if your contact center has the WhatsApp follow-up rules in dialer feature enabled.

              Tip

              

You can create follow-up sequences that combine WhatsApp messages and redial attempts. For example, you can send a WhatsApp message after the first attempt, wait a few minutes, then try calling again.

A wrap-up code rule always redials, so it offers no action menu. Refer to [Wrap-up code rules](/v1/docs/outbound-dialer-adding-a-new-campaign#wrap-up-code-rules) for how to add one.

#### Machine answered rule

When the maximum number of attempts is reached for any individual rule, the system no longer attempts to redial the number. However, if a number is first answered by a machine, then later there was no answer, and finally it was busy, that count as three redial attempts, so the system keeps redialing until either **Max Dial Attempts** is reached or all the attempts specified by an individual rule are completed.

#### Redial follow-up action

The **Redial** action enables you to set a delay before redialing the same contact. You can add multiple wait actions with different intervals. The wait interval is the number of seconds, minutes, or hours to wait until a redial attempt should be made for each scenario type. For example, you might want to wait longer if there is no answer than if the line was busy.

#### Send WhatsApp follow-up action

For more information about sending WhatsApp messages as part of a Dialer campaign, refer to [Automating WhatsApp messaging in a campaign](/v1/docs/automating-whatsapp-messaging-in-a-campaign).

When you select **Send WhatsApp**, the following fields appear:

- **Select channel**: Choose the [WhatsApp profile](/v1/docs/omnichannel-whatsapp) to send the message from.
- **Select template**: Select a pre-approved [WhatsApp message template](/v1/docs/administration-message-templates).

              Note

              

After the WhatsApp message is sent, the interaction automatically transitions to the **Archived** state.

#### Wrap-up code rules

As well as the call dispositions, you can redial a contact based on the [wrap-up code](/v1/docs/administration-wrap-up-codes) that an agent applies after an answered call. These rules are listed under **Wrap-up code**, below the disposition rules.

To add one, click **Add rule** under **Wrap-up code**, then set the following:

| Setting | Description |
| --- | --- |
| Select code | The wrap-up code that triggers the redial. The menu lists the wrap-up codes of your contact center as `code: description`. |
| Wait | How long to wait before the contact is redialed. Choose **sec**, **min**, or **hours** from the menu next to the value. |
| Switch Caller ID set | Use a Caller ID from a different set for the redial. |

Each wrap-up code can have one rule. **Add rule** is unavailable once every wrap-up code has a rule, and when your contact center has no wrap-up codes.

The rule is applied when an agent finishes their after-call work on an answered call and applies the code that you selected. The contact is then redialed after the wait that you specified. When a call matches both a wrap-up code rule and a disposition rule, the wrap-up code rule is applied.

              Note

              

A wrap-up code rule always redials. It does not offer the **Send WhatsApp** action, and it has no attempt limit of its own. Redialing continues until **[Max dial attempts](/v1/docs/outbound-dialer-adding-a-new-campaign#general)** is reached, and only within the [Contact's local time](/v1/docs/outbound-dialer-adding-a-new-campaign#contacts-local-time) window of the campaign.

#### Caller IDs

To avoid multiple calls from the same Caller ID, select **Switch Caller ID set** next to the rule. If **Use local Caller ID** is enabled, the new group inherits this rule.

### Assigned agents

Agents handle the calls made to contacts in an outbound Dialer campaign. Agents are [Users](/v1/docs/users-users) with WebRTC Softphone or Hardware Phone configured for their account.

![Inbound Add Campaign Agents](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Add%20Campaign%20Agents.png)

To assign agents to a campaign, scroll to the **Assigned agents** section, then click **Manage** to display the **Agent assignment** panel.

Voiso provides a lot of flexibility for adding agents to campaigns. You can add them either as part of a [team](/v1/docs/users-teams) or individually. You can also choose to add all teams or all agents. If you select a team, you can choose to remove agents from the campaign without removing them from the team by expanding the entry for the team and deselecting one or more team members.

![Outbound Dialer Campaign Agent Assignment Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Outbound%20Dialer%20Campaign%20Agent%20Assignment%20Panel.png)

To add all teams, select the **Teams** tab, then click **All teams**. To add individual teams, select the team name.

To add all agents, select the **Agents** tab, then click **All agents**. To add individual agents, select the agent's name. To remove one or more agents from the campaign when all agents are selected, deselect the agent.

#### AI agents

An AI agent can work a campaign alongside your people, or run one on its own. When **AI Agents in Dialer** is enabled for your contact center, AI agents are listed on the **Agents** tab of the **Agent assignment** panel with everyone else, and you select them the same way. AI agents are not part of teams, so they do not appear on the **Teams** tab. Where an AI agent already works an active campaign, the panel shows which one.

Refer to [AI Agents](/v1/docs/ai-agents-ai-agents) for more information about building an AI agent, and to [AI Agent plans and billing](/v1/docs/ai-agents-plans-and-billing) for how its talk time is charged.

              Note

              

Outbound calling by an AI agent requires verification by Voiso. Until your contact center is verified, AI agents are listed in the **Agent assignment** panel but cannot be selected. To request verification, navigate to **AI Agents > AI Agents** and click **Request verification** on the banner.

              Tip

              

You can run multiple campaigns simultaneously; however, a specific agent can participate in only one campaign at a time. Agents can choose which campaign to join from those that they are assigned to by using Join a campaign in the **[Agent Panel](/v1/docs/agent-panel-outbound-campaigns)**.

Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue.

An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.

An automated outbound dialing technique that automates the process of making outbound phone calls so call center agents don't have to manually dial each number from the contact list. The Voiso Progressive dialer dials numbers automatically and filters out busy lines, answering machines, and disconnected numbers so that agents don't have to waste time on manual dialing and failed calls. Progressive dialers ensure agent availability before connecting a call.

An approach to dialing that initiates a large volume of calls at one time. The Voiso Predictive AI analyzes the abandonment ratio, answer ratio, agent waiting time, average call duration, and more to tune the optimal dial level to predict the availability of outbound agents. Any calls that connect are transferred to available agents. This approach maximizes efficiency of agents who would otherwise waste time dialing a long list individual numbers without a guarantee of a connection.

Answering Machine Detection. A technology that helps identify calls answered by voicemail and answering machines, then terminates those calls without connecting them to an agent. AMD increases the number of live conversations your agents can have during a shift. The call can be added to the redial list.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection.

A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.

## Related

- [Dialer campaigns overview](/outbound-dialer-campaigns-overview.md)
- [Dialer campaigns](/how-to-run-a-dialer-campaign.md)