The campaign page and its results

Open a campaign from Campaigns (click its name or View) to see everything about it: its settings, the buttons that test, launch, pause, resume and cancel it, the batches of calls it placed and, for a phone campaign, every call with its result. The page always shows the campaign’s current status when you open it.

Any member can read the page, filter the calls, choose columns and use Download Excel.
Only the account owner can use Edit, Send test call, Launch campaign, Pause, Resume, Pause again and Cancel. Other members see these greyed out with Only account owners can manage this: ask an owner of your team.

To create a campaign, see Campaigns.

The summary

At the top: the campaign name, its status and ← All campaigns. The summary box shows what the campaign will use. Fields marked (phone) are not shown for a WhatsApp campaign.

Field	What it shows
Channel	Phone call or WhatsApp message.
Agent	The agent’s name, or “Default agent”: your default agent at the time of each call.
Calls from (phone)	The number, or “Assigned to the agent”: the number assigned to that agent is used.
Audience	All contacts, Dormant > {days} days, or {count} selected contacts.
Schedule (phone)	The start time you set, or On launch.
Concurrent calls (phone)	The saved number, or Auto (your plan’s maximum).
Ring timeout (phone)	For example ”30s”, or Default.
Retries (phone)	For example “up to 3, every 3h (max 2/day)”. These are the values actually saved, after any lowering.
Waiting for their calling time (phone)	Shown only when people are waiting: how many, and First: with the earliest time. Each is checked again about an hour before the call.
Calling hours and days (phone)	The account calling hours and days, or the campaign’s own, for example “09:00 to 18:00, Mon, Tue, Wed”.
Default country code	The code, or a dash.
Test numbers (phone)	Your test numbers, or a dash.
Created	When the campaign was created.

The buttons

Which buttons you see depends on the campaign’s status. While one action is running, all the buttons are disabled.

Button	Shown when	What it does	Confirmation
Edit	Draft	Opens Edit campaign. See Editing a draft.	None
Send test call	Draft phone campaign with at least one test number	Calls only your test numbers. The campaign stays a draft.	Place a test call? then Place test call
Launch campaign	Draft	Starts the campaign for real.	Launch this campaign? (phone) or Send this WhatsApp campaign? then Launch now
Pause	Running or Scheduled phone campaign	No new call starts. Everyone not yet called keeps their place; retries wait.	Pause this campaign? then Pause campaign
Resume	Paused phone campaign	Calling continues inside each person’s calling hours and days.	Resume this campaign? then Resume campaign
Pause again	Paused phone campaign	Checks every batch again and stops any that is still calling. Safe to press more than once.	None: it runs at once
Cancel	Draft, Scheduled, Running or Paused, and whenever a batch may still be calling	Ends the campaign for good.	Cancel this campaign? then Cancel campaign

In each confirmation, the other button (Cancel, Keep running, Stay paused or Keep campaign) closes it without doing anything.

What cannot be undone

Launch: calls already placed and WhatsApp messages already sent cannot be recalled. A launched campaign can never be launched again or edited.
Cancel: the status becomes Cancelled for good. There is no way to restart it. Scheduled batches, retries and booked call-backs are cancelled with it. Calls already under way cannot be recalled.
Pause again has no confirmation step; it only stops calling, so it is safe to press.

Send test call

The confirmation reads: “This calls your configured test number(s): {numbers}: so you can hear the agent before launching live. It places a real call (standard charges apply) but does not touch your contact list.” A test call is checked against your store’s calling consent confirmation, your do-not-call list and opt-outs, this campaign’s calling hours and days, and your daily call limit. It is not checked for consent, because a test number is not one of your contacts: only use your own phones. A test call counts towards your daily call limit. You then see Test call placed to {count} number(s). or No test call was placed. with the reason, for example that a number is not in international format, is on the do-not-call or opt-out list, is outside the calling hours, that the daily limit is reached, or that your store has not confirmed its calling consent. Test calls are for phone campaigns only. To test a WhatsApp template, send it to one number from the WhatsApp send page.

Launch campaign

For a phone campaign the confirmation reads: “This places real phone calls to your eligible contacts and will incur calling charges. We automatically skip anyone who is opted out, on a do-not-call list, without a lawful basis, or outside their local calling hours. This can’t be undone once calls start (you can cancel to stop remaining calls).” For a WhatsApp campaign: “This sends real WhatsApp messages (your approved re-engagement template) to your eligible contacts and will incur messaging charges. We automatically skip anyone who is opted out of WhatsApp, on a do-not-contact list, or without WhatsApp consent. Messages start sending immediately and can’t be recalled once sent.” Each person is called in their own time zone, so the contacts are grouped by time zone, and each group starts at its next allowed time (never before the schedule you set). A group whose time is more than an hour away waits, and is checked again, opt-outs included, about an hour before its calls. A launch can be refused, for example when your account is not active, when the agent has no outbound number, when the chosen number is no longer available, or, for WhatsApp, when no re-engagement template is enabled. The message tells you which.

Pause and Resume

Pause and Resume are for phone campaigns only.

Pause: “No new calls will start. Calls already under way cannot be recalled. Everyone not yet called keeps their place, and retries wait until you resume.” The page then shows This campaign is paused. No new calls start. Everyone not yet called keeps their place, and Resume carries on inside each person’s calling hours and days.
If you see Campaign paused, but {count} batch(es) could not be confirmed stopped and may still be calling. Press Pause again., press Pause again. If the message repeats, contact support.
Resume: “Calling continues inside each person’s calling hours and days. Everyone is checked again for opt-outs, do-not-call and consent before they are called. Retries that came due while paused go out within about an hour.” Pressing Resume does not place a call by itself.

Your account must be active to launch or resume. Pausing and cancelling work even when it is not, so you can always stop calls.

Cancel

The confirmation reads: “Any calls already placed can’t be recalled, but we’ll stop scheduled and in-progress batches and any retries, so no further contacts are dialed.” If the message says some batches could not be confirmed stopped, press Cancel again: the button stays available while any batch may still be calling. If the message repeats, contact support.

The launch result

Right after a launch or a test call, a box under the summary tells you what happened. It is shown only until you reload the page.

Campaign launched with, for example, Dialing {count} contact(s). or {held} contact(s) are waiting for their calling time: each is checked again, including opt-outs, about an hour before the call.
Launch complete: nobody was dialed (phone) or Send complete: nobody was messaged (WhatsApp), with We matched {count} contact(s), but none could be called right now.
One line per reason people were left out, for example {count} skipped: opted out, {count} skipped: phone not in international format or {count} will be tried again by this campaign when they can next be called.

Reason (phone)	Reason (WhatsApp)	What to do
opted out	opted out	Nothing: they asked not to be contacted.
on the do-not-call list	on the do-not-contact list	Nothing, while they stay on the list.
no recorded lawful basis to call	no recorded consent to message on WhatsApp	Record their consent in Contacts, or upload the list with a basis.
outside local calling hours	outside messaging hours	Try later, when their calling hours are open.
no timezone on file	no timezone on file	Store a time zone on the contact, or set a default time zone under Settings › Calling consent.
called too recently	messaged too recently	Wait: it clears within 7 days.
daily call cap reached	daily message cap reached	Wait: it clears within 24 hours.
a processing error	a processing error	Try again shortly.
your store has not confirmed its calling consent (Settings › Calling consent)	your store has not confirmed its messaging consent (Settings › Calling consent)	The owner confirms it under Settings › Calling consent.
Not used for calls	they told WhatsApp to stop marketing messages from your store	Nothing: only they can turn your marketing messages back on, in WhatsApp.

People left out at launch because the daily call cap was reached, or because of a processing error, are tried again by the same campaign, up to one day of your daily call cap per launch, starting an hour later or when their calling hours next open, for up to about a day, with every check run again. The launch result shows them as will be tried again by this campaign when they can next be called, and anyone beyond one day of your cap, already being called by another campaign, or whose calling hours are too short for a retry, as not called by this campaign. People left out for any other reason, including called too recently, are not called later by that campaign: to reach them, create a new campaign once the reason has passed.

If nobody was called and nobody is waiting, the campaign stays a Draft: fix the reason and launch it again. Once at least one person was called or is waiting, it becomes Running or Scheduled and can never be launched again. A WhatsApp launch where some messages could not be queued also stays a draft; launching it again reaches the rest, and nobody receives the message twice. A WhatsApp draft that has already queued messages for some contacts can be launched again but not edited, even if those messages later failed or were suppressed. Trying to edit it shows “This WhatsApp campaign has already queued messages for some contacts. It can be launched again to reach the rest, but not edited.”

Campaign statuses

Status	What it means	What you can do
Draft	Saved; nobody called yet, or a launch found nobody to call.	Edit, Send test call (phone), Launch, Cancel
Scheduled	Launched; at least one group is set for a later time.	Pause (phone), Cancel
Running	Launched and calling (or messaging).	Pause (phone), Cancel
Paused	Phone only. No new call starts; everyone waiting keeps their place.	Resume, Pause again, Cancel
Completed	Nothing is left to do. Set automatically.	Nothing
Cancelled	Stopped for good.	Nothing

A phone campaign stays Running while it still owes retries or booked call-backs, even after every first call is done. It also stays open for up to 20 minutes after a batch ends, while a call may still be under way.
A WhatsApp campaign keeps showing Running after launch. Its messages are all queued at launch, but the status does not change to Completed on its own. To see what happened to each message, use the send log on WhatsApp.

Call batches

A phone campaign hands its calls to the voice provider in batches, one or more per time zone. Call batches lists them, newest first. Before launch: No batches yet. Batches appear here once the campaign is launched.

Column	What it shows
Created	When the batch was created.
Type	First call (from the launch) or Call-back (a later batch placed for this campaign).
Timezone	The time zone or zones of the batch.
Status	Pending, In progress, Completed, Failed, Cancelled or Cancel failed.
Scheduled for	When the batch was set to start, or Immediate.
Calls	How many calls were recorded for the batch.
Results	Each result with its count, for example “Spoke with the customer 1 · No answer 3”. Batches from before 24 September 2026 read Results are recorded from 24 September 2026.

Cancel failed (in red) means we asked to stop the batch and could not confirm it stopped: it may still be calling. Press Cancel again. For a WhatsApp campaign, the table shows Created, Timezone, Status, Scheduled for and Dialed / Done, which reads {count} message(s) enqueued.

WhatsApp after the call

Shown when the campaign has at least one WhatsApp follow-up switched on. After we spoke and We couldn’t reach you each read Off, or:

{count} sent
{count} waiting (queued, or held until the calling hours open)
{count} not sent: no WhatsApp permission
{count} not sent: other reason (for example an opt-out, the do-not-contact list, the weekly limit, or a stopped campaign)
{count} failed

Calls

For a phone campaign, Calls lists every call it placed, one row per call, newest first, 50 per page, with the number of calls recorded next to the heading.

Searching and result chips

Search a name or phone number, then Search: finds a contact name containing your text (any letter case), or a number containing the same digits (at least 3).
Under the toolbar, each result that happened appears as a chip with its count, for example Spoke with the customer: 2. Click a chip to show only those calls; click it again to show them all. You can turn on several chips; a call matching any of them is shown.
Extra chips when they apply: Call-backs requested: {n}, Called us back: {n} and Appointment booked: {n} (only when your agent collects a yes/no field named appointment_booked).
While a filter is on, a line shows each filter (click its × to remove it), {count} of {total} calls match, and Clear filters.

The page number and the filter are kept in the address bar, so you can reload, bookmark or share a filtered view with another member of your account.

Columns of the calls table

Column	What it shows
When	Date and time of the call, in your time zone.
Contact	The contact’s name, or a dash.
(contact columns)	Any columns you picked in Columns. Hover a long value to read all of it.
Phone	The number called.
Attempt	1 for the first call, 2 and 3 for retries. Requested call-back (blue) marks the call-back the customer asked for.
Result	What happened (see below). Called us back from this number (green) with a time means a call came in from that number after this call.
Length	Minutes and seconds, for example 0:41, or a dash.
(call data columns)	Any items you picked in Call data. Hover a value to read the agent’s reason.
Call log	Open call opens the call’s page with its transcript and recording. A dash when there is nothing to hear.
Call-back requested by customer	A dash, or the call-back’s state and Agreed time (your time zone): with the date and time.

Not shown here: calls placed before this list started on 24 September 2026, calls older than 12 months, and calls to people whose personal data has been erased. Rarely, a call we could not record is also missing. Use Previous and Next to move between pages.

Call results

Result	Meaning
Spoke with the customer	The customer was reached: they spoke, or the call lasted 15 seconds or more with the agent speaking.
Handed to a person	The call was handed over to a person.
Customer hung up straight away	Answered and ended at once.
No answer	It rang and nobody answered.
Line busy	The line was busy.
Voicemail	An answering machine picked up. It counts as not reached, and is retried.
Wrong number	The number is wrong or invalid.
We were not allowed to call	The call was blocked.
Problem on our side	A fault on our side or the voice provider’s.
Cancelled before we called	Called off before the phone rang, for example by a pause or a cancel.
Unknown	The voice provider gave no usable result. RuleInside shows Unknown rather than guess.
Waiting for the result	The result has not arrived yet.

Call-back states

A customer can ask for a call-back during a call when your agent has the call-back booking tool, which our team sets up. The Call-back requested by customer column shows:

State	Meaning
Booked, not called yet	Agreed, waiting for its time.
Placing the call	Being dialled now.
Call placed, waiting for the result	Dialled; result not in yet.
Called back, answered	Done.
Called back, no answer, line busy, went to voicemail, the customer hung up straight away or wrong number	Dialled, not reached. An unanswered call-back is not tried again.
Call placed, result unknown	Dialled; no usable result.
Problem on our side: the person may have been called	We could not confirm whether the call went out.
Not called (with a reason)	It was not placed, for example the person called us first or outside the calling hours.
Cancelled (with a reason)	It was cancelled, for example the campaign was cancelled.

A booked call-back passes the same checks as every other call when its time comes. If a check fails, it is not placed and is not tried again.

Add filter

The Filter the calls panel on a campaign page — Add filter: choose what to filter on, then the field, condition and value.

Add filter opens Filter the calls. Choose Filter on, then Field, Condition and Value as needed, and press Apply (grey until the filter is complete).

Filter on	Field	Condition and value
What the agent collected	A detail your agent collects, with how many calls have it.	Yes/no: is yes, is no, has no value. Number: has a value, has no value. Text: is, contains, has a value, has no value.
The agent’s checks	A check your agent runs on each call.	passed, failed, unknown
What the agent did	A tool your agent used.	used, worked, failed, had an error, did not run, was blocked
How the call ended	(none)	One of the end reasons found on this campaign’s calls
Contact column	One of your contact columns.	is or contains, then a value
Attempt	(none)	First call, Retry or Requested call-back
Follow-ups	(none)	Called us back or Asked for a call-back

Only the kinds this campaign has data for are offered; Attempt and Follow-ups are always there.
Every filter must match at once. is ignores letter case; contains finds the text anywhere.
Only one Attempt and one Follow-ups filter at a time: a new one replaces the old one.
Up to 10 conditions of each kind, values up to 200 characters.
If you see This filter could not be used. Clear it to see the calls., press Clear filters.

Call data

Call data opens a checklist: Show what the agent collected, its checks and how each call went. Remembered in this browser. Point at a value to see the agent’s reason. Each ticked item becomes a column.

Item	What the column shows
Summary	The call’s written summary.
Title	The call’s short title.
How it ended	The end reason reported by the voice provider.
Language	The main language, for example “Italian”.
Mood	Positive, Neutral or Negative.
Success score	The call’s success score.
Tools used	Each tool and its result: worked, failed, error, did not run, blocked.
Each detail your agent collects	Yes / No, a number or text. Hover for the agent’s reason.
Each check your agent runs	Passed, Failed or Unknown, with the score when there is one, for example “Passed (8/10)”.

The details and checks offered depend on how your agent is set up, and use your agent’s own names. A call without that piece of information shows a dash.

Your choice is saved in this browser only. A colleague, or you on another browser, starts with nothing ticked.

Columns

Columns (shown when your store has contact columns) opens Contact columns: Show the contact’s own details beside each call. Remembered in this browser. Each column you tick appears between Contact and Phone. Like Call data, the choice is saved in this browser only.

Download Excel

Download Excel (Preparing the file… while working) downloads the calls as an Excel file. Any member can use it.

It holds what the table currently shows: the active filter, or the whole campaign with no filter. All matching calls are included, whatever page you are on, newest first, up to 5,000. If more matched, you see The file holds the newest {count} of {total} matching calls. Narrow the filter to download the rest.
The file is named after the campaign and the date, with one sheet named Calls. Times use the time zone of the browser that downloaded it.
Columns, in order: When, Contact, each of your contact columns, Phone, Attempt, Was a requested call-back, Result, Length, Called us back at, Call-back requested by customer, Call-back agreed time, Summary, Title, How it ended, Language, Mood, Success score, then each collected detail (with its reason), each check (with its score and reason), and Tools used.
If the download fails, you see The download failed. Please try again. (Nothing was changed.) and no file is saved.

Retries

When a call is not answered, the campaign calls the person again on its own, within the retry settings saved on the campaign (see Retries in the summary).

A call that connected ends that person’s calls: no retry. The exception is a call answered by voicemail, which is retried.
Any other ended call (no answer, busy, failed, voicemail) is retried until Max attempts is reached.
The next try is at least Hours between retries later, inside the campaign’s calling hours and days in the person’s own time zone, and never more than Max per day calls on one of their days.
Every retry passes all the checks again when it is placed. If one fails for a temporary reason (for example the daily limit), the retry is tried again about an hour later, for up to about a day.
A paused campaign keeps its retries waiting until Resume. A cancelled campaign never retries.

Common questions

I launched and nobody was called.

Read the reasons in the launch result. If it says your store has not confirmed its calling consent, the owner confirms it under Settings › Calling consent. no recorded lawful basis to call means consent must be recorded in Contacts. outside local calling hours means the people’s calling hours are closed now. a processing error means try again shortly. Because nobody was called, the campaign is still a draft and you can launch it again.

It says Launched, but nobody's phone rang.

The people are probably Waiting for their calling time: the summary shows how many and the first time. Their calls go out about an hour before that time, after every check runs again.

Can I launch the same campaign again to reach the people it skipped?

Only if the first launch called nobody and left nobody waiting (it is then still a draft). Otherwise create a new campaign. People left out at launch because of the daily limit or a processing error are already tried again by the first campaign, for up to about a day.

Can I change a campaign after launching it?

No. Only a draft can be edited. After launch you can pause, resume or cancel it.

Is Send test call free?

No. It is a real call, billed like any other, and it counts towards your daily call limit. It skips the consent check, so only put your own phones in Test numbers.

I paused, but a call still came through.

Calls already under way cannot be recalled. If the message said some batches could not be confirmed stopped, press Pause again.

A batch says Cancel failed.

We could not confirm that the batch stopped. Press Cancel again; the button stays available while any batch may still be calling. If it repeats, contact support.

Someone was called twice in an hour.

Look at Attempt. A retry is always at least Hours between retries after the previous call (minimum 1 hour). A Requested call-back is a call the customer asked for, at the time they agreed.

What does Called us back mean?

A call came in from that number after our call. Caller ID can be faked, so it means “from this number”, not a confirmed person.

Where is the recording?

Click Open call in the Call log column. There is no link when the call has nothing to hear, for example when nobody answered.

Why doesn't my colleague see my Call data columns?

The columns you pick are saved in your browser only. Each person chooses their own.

The Excel file has fewer calls than the campaign.

The file holds up to 5,000 calls, and only those the current filter shows. Calls before 24 September 2026, older than 12 months, or to people whose data was erased are not in the list or the file.

My WhatsApp campaign still says Running.

That is expected: a WhatsApp campaign does not change to Completed on its own. Its messages were queued at launch. Check each message in the send log on WhatsApp.

Did the WhatsApp follow-up go out?

Look at WhatsApp after the call: each follow-up is counted as sent, waiting, not sent (no WhatsApp permission, or another reason) or failed.

Getting started

Your agents

Your website

Calls and messages

Reaching your customers

Rules and consent

Store and integrations

Developers

Your team and account

Billing

Help

The campaign page and its results

The summary