> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ruleinside.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Campaigns
> Call, or send a WhatsApp message to, a group of your contacts: the campaign list and every setting of a new campaign.
A campaign reaches a group of your contacts with the agent and the number you choose. It can place **phone calls**
(your agent speaks to each person) or send a **WhatsApp message** (your approved re-engagement template).
Creating a campaign never contacts anyone: it saves a **draft**. Nothing is dialled or sent until you open the
campaign and press **Launch campaign**. Launching, test calls, pausing, cancelling and reading the results are on
the campaign's own page: see [The campaign page and its results](/campaign-results).
## Who is never contacted
Every person is checked just before each call, retry or message, and anyone who fails a check is skipped:
* people who **opted out**;
* numbers on your **do-not-call** list (on WhatsApp, the do-not-contact list);
* people with **no recorded consent** (a lawful basis to call, or WhatsApp opt-in for a WhatsApp campaign);
* people **outside their calling hours or days**, in their own time zone (phone calls);
* people contacted **too often** recently (at most 5 calls in any 7 days, or 4 WhatsApp marketing messages);
* everyone, when your account's **daily call limit** is reached, or when your store has not confirmed its calling
consent under **Settings › Calling consent**.
If a check cannot be completed, the person is not contacted. The full rules are in
[How calling rules protect your customers](/outbound-rules).
## Who can do what
* **Any member** of your team can open **Campaigns**, see the list, open a campaign, read its results and download
them.
* **Only the account owner** can create, edit, test, launch, pause, resume or cancel a campaign. Other members see
**Only account owners can manage this: ask an owner of your team.** in place of the buttons. See
[Who can do what](/roles).
## The campaign list
The page lists your campaigns, newest first. If your workspace has no store linked yet, it says so and the
**New campaign** button is greyed out.
| Column | What it shows |
| - | - |
| **Name** | The campaign name. Click it to open the campaign. |
| **Type** | **Reactivation**, **Welcome** or **Lead Generation**. |
| **Channel** | **Phone call** or **WhatsApp message**. |
| **Status** | **Draft**, **Scheduled**, **Running**, **Paused**, **Completed** or **Cancelled**. See [Campaign statuses](/campaign-results#campaign-statuses). |
| **Audience** | **All contacts**, **Dormant > \{days} days** (for example "Dormant > 60 days"), or **\{count} selected contacts** for an uploaded list. |
| **Scheduled** | The start time you set, in your own time zone, or **On launch** when you set none. |
| **Created** | When the campaign was created, in your own time zone. |
| (no heading) | **View** opens the campaign, the same as clicking its name. |
With no campaigns yet, the list reads **No campaigns yet. Create one to start reaching your contacts.** If it cannot
be loaded, refresh the page; nothing was changed.
## Creating a campaign
Click **New campaign** (owner only). The form opens with the subtitle **This creates a draft. Nothing is dialed until
you open the campaign and launch it.**
The fields below appear from top to bottom. Fields marked **phone only** disappear when you choose
**WhatsApp message**; anything you typed in them is not saved for a WhatsApp campaign.
### Name
* **Name** (placeholder **Spring win-back**): your own name for the campaign, shown in the list and on its page,
and used in the name of the Excel file of its results.
* Required, 1 to 200 characters. **Create draft** stays grey while it is empty.
### Channel
* **Phone call** (default): **Your agent places a voice call to each contact.**
* **WhatsApp message**: **Sends your approved WhatsApp re-engagement template to each contact who has opted in to
WhatsApp. Configure the template under WhatsApp Templates.** Set the template up first on the
[WhatsApp](/whatsapp) templates page: the launch is refused until one is enabled.
A WhatsApp campaign sends one template message per contact. It has no call-from number, schedule, concurrent calls,
ring timeout, test numbers, calling hours, WhatsApp follow-ups or retry settings, and you cannot upload a list for it
(an uploaded list records consent to be called, which is a different permission from WhatsApp opt-in).
The channel cannot be changed once the draft is saved. To switch between phone and WhatsApp, create a new
campaign.
### Type
* **Type** (placeholder **Choose a type…**): **Reactivation** (default), **Welcome** or **Lead Generation**.
* **A label for your own tracking: it doesn't change who is called (the audience below does).**
### Agent
* **Agent** (placeholder **Choose an agent…**): **The agent that speaks on the call.** Your agents are listed by
name, and your default agent carries **(default)**.
* Default: your default agent. Required. On a WhatsApp campaign the agent is recorded but nobody is called.
### Phone number (call from) (phone only)
* **Phone number (call from)** (placeholder **Choose a number…**): **The outbound number your contacts see.**
* Only your numbers that can place outbound calls are listed. Default: the first of them. Required.
* With no outbound number you see **You have no outbound phone number yet. Add one on the Phone numbers page, then
create a campaign.** Add one on [Phone numbers](/phone-numbers) first.
* The number is checked again when you launch. If it is no longer available for outbound calls, the launch is
refused with **The selected phone number is no longer available for outbound calling.**
### Recipients
* **Recipients** (placeholder **Choose recipients…**) decides who the campaign reaches:
* **Dormant customers** (default): contacts whose last interaction with your agent is older than the number of
days you set below. This is the last interaction, not the last order.
* **All contacts**: every contact in your store that has a phone number.
* **Upload a list (CSV or Excel)** (phone only): exactly the people in a file you upload.
* Whatever you choose, only contacts with a recorded lawful basis, not opted out and inside their calling hours are
called.
**A campaign reaches at most 5,000 contacts.** If the group you choose is larger, the first 5,000 are used and the
rest are not called by this campaign. The **Recipients** field says so. An uploaded list holds at most 1,000 rows:
to reach more people with one campaign, import them on the Contacts page first (up to 1,000 per import, so a
larger list takes several imports; see [Importing contacts](/importing-contacts)), then choose **All contacts**.
Your plan's daily call limit still applies, see [Plans and limits](/limits#daily-calls-for-your-account).
### Dormant for at least (days)
Shown only with **Dormant customers**.
* **Dormant for at least (days)**: **Contacts whose last interaction is older than this.**
* A whole number, 1 or more. Default: 60. Otherwise you see **Enter a number of days (1 or more).** and cannot save.
### Uploading a list
Shown only with **Upload a list (CSV or Excel)**.
* **Recipients (CSV or Excel)**: pick a `.csv` or `.xlsx` file of at most 8 MB. Only the first sheet of an Excel
file is read. An old `.xls` file cannot be read: save it as `.xlsx` or export a CSV.
* **Download CSV template**: a ready-made file with the columns `phone,name,email,city,order_number,language` and
two sample rows.
* **Or paste CSV**: paste the rows instead of uploading a file, for example:
```
phone,name,email
+15551234567,Jane Doe,name@example.com
```
* **A phone column is required (international format, e.g. +15551234567); name, email, and any extra columns become
call variables. This campaign will call exactly these contacts.**
* If the first row names a phone column (for example `phone`, `phone_number`, `mobile` or `Phone Number`), it is
read as a header row. Without a header row, the columns are read as phone, name and email, in that order.
* Every other column becomes a detail your agent can use on the call. A column name may use only letters, numbers
and underscores, start with a letter or underscore, and be at most 64 characters. Columns that break this rule are
listed in red and ignored.
* Rows without a phone number are skipped and counted. The line under the box shows how many recipients are ready
and how many rows were skipped.
* **At most 1,000 rows per list.** Over that, the count turns red and you cannot save: split the file.
**Lawful basis to call** (placeholder **Choose a basis…**): **You must have a lawful basis to call an uploaded list:
we record it with each contact before the campaign can dial.** The bases are web or checkout opt-in, explicit
written consent, verbal consent (recorded call), existing customer relationship, and purchased marketing list. The
last two show a fixed statement and the tick box **I confirm the statement above.**, which you must tick. Choosing a
different basis unticks it.
An uploaded list is imported into **Contacts** when you save, with the basis you chose recorded on each person.
Contacts that already exist with the same number are updated. This import is not undone if the campaign is never
launched, is cancelled, or fails to save. You are responsible for having that basis for every person in the file.
See [Contacts](/contacts).
### Schedule (optional) (phone only)
* **Schedule (optional)**: a date and time, in your own time zone. **Leave empty to start as soon as you launch.
Each contact is still only dialed inside their own local calling hours.**
* A time in the past works like "now".
A schedule does not launch the campaign by itself. You still need to press **Launch campaign**; calls then start
no earlier than the time you set.
### Default country code (optional)
* **Default country code (optional)** (placeholder **+1**): **Used to complete national numbers that aren't already
in +… international format.**
* Shown for both channels. Enter a country calling code, with or without the plus (for example `+44` or `44`).
* A number that still cannot be written in international format is skipped and counted. RuleInside never guesses a
country.
### Concurrent calls (optional) (phone only)
* **Concurrent calls (optional)** (placeholder **Auto**): how many of this campaign's calls may ring or be under way
at the same time. **Blank = your plan's maximum.**
* 1 or more; otherwise **Enter 1 or more.** A number above your plan's maximum is lowered to it when you save. Blank
follows your plan, so an upgrade raises it. See [Plans and limits](/limits#campaigns).
### Ring timeout (optional) (phone only)
* **Ring timeout (optional)** (placeholder **seconds**): **How long to ring (5–300s).**
* 5 to 300 seconds; otherwise **5–300 seconds.** Blank uses the voice provider's default.
### Test numbers (optional) (phone only)
* **Test numbers (optional)** (placeholder **+15551234567**): **Your own numbers, one per line. You can place a test
call to these before launching live.**
* One number per line, in international format (or a national number with a default country code). At most 20.
Extensions and pauses written into a number are refused.
* **Send test call** appears on the campaign page only for a phone draft with at least one test number.
Only put your own phones here, never a customer's number. A test call skips the consent check, and it is a real,
billable call.
### Calling hours and days (phone only)
The panel shows the hours this campaign will use, for example **This campaign uses the account calling hours: 08:00
to 21:00, every day, in each customer's local time.** Your account's hours start as 08:00 to 21:00, every day, and
are changed under **Settings › Calling consent**.
* **Use its own calling hours and days instead of the account's** (unticked by default): gives this campaign its own
hours.
* Two hour pickers, start (00:00 to 23:00) **to** end (01:00 to 24:00). They start at your account's hours. The
start and end cannot be the same hour.
* Seven day buttons, Monday first. At least one day must stay selected.
* Hours that are not entirely inside 08:00 to 21:00 need a second tick: **I choose to call from \{start} to \{end} in
each customer's local time. I understand these hours are outside 8:00 to 21:00 and I am responsible for them.**
Who confirmed, when, and which hours are recorded.
* **Each customer is called in their own local time. Retries follow the same hours and days. Hours that run past
midnight count as the day they start.**
### WhatsApp after the call (phone only)
**Optional. Sent once, when each person's calling ends, only to people who agreed to receive WhatsApp messages from
you, and only inside the calling hours.**
* **After we spoke**: sent to a person who was reached.
* **We couldn't reach you (after the last attempt)**: sent to a person who was not reached, after their last
attempt.
Each defaults to **Off**. The other choices are your enabled WhatsApp message templates, shown as name and language
code. Each blank in the template must be filled from the contact's own details; otherwise the template is refused.
A template that was disabled or deleted after you chose it shows as **A template that is no longer available (choose
another, or Off)**.
The weekly WhatsApp limit, opt-outs and the do-not-contact list still apply. A follow-up from a paused campaign
waits for **Resume**, and one that still cannot be sent after 7 days is dropped.
### Show retry settings (phone only)
Click **Show retry settings** to open the panel (and **Hide retry settings** to close it). **If a call isn't answered
we retry, within these limits. We cap retries to protect your contacts (and you) from over-calling, so larger values
are reduced automatically.**
| Field | Default | What it does | Allowed |
| - | - | - | - |
| **Max attempts (up to 3)** | 3 | Total calls to one person, the first call included. | 1 to 3 |
| **Hours between retries (min 1)** | 3 | The shortest wait after an unanswered call. | 1 to 168 (one week) |
| **Max per day (up to 2)** | 2 | The most calls to one person on one of their local days. | 1 to 2 |
A blank or 0 uses the default. A value outside the range is changed to the nearest allowed value when you save,
without a message: the campaign page shows the values actually saved, under **Retries**. How retries work is
explained in [Retries](/campaign-results#retries).
### Saving
* **Cancel** closes the form. Nothing is saved.
* **Create draft** (**Creating…** while working) saves the draft. It stays grey until every required field is valid.
On success you see **Campaign created as a draft: review it, then launch.** and the campaign opens.
If you chose your own calling hours and only that part fails to save, the draft is still created and uses your
account's hours; the message says so.
## Editing a draft
On the campaign page, **Edit** (owner, drafts only) opens **Edit campaign**: **You can change a campaign until it is
launched. Nothing is dialed until you launch it.**
* The same fields, filled in with the saved values. **Channel** is locked.
* **Recipients** offers **Keep the current list (\{count} contacts)** for an uploaded list. Choosing **Upload a list
(CSV or Excel)** again imports a new list and replaces the audience.
* Emptying an optional field returns it to its default (**On launch**, **Auto**, the provider's ring time, no test
numbers).
* **Save changes** (**Saving…**) saves. On success: **Campaign saved. Review it, then launch.**
Once a campaign has been launched it cannot be edited: it keeps the settings it was launched with. After launch you
can only pause, resume or cancel it.
There is no way to delete a campaign. A draft you no longer want can be cancelled.
## Common questions
**Create draft** only saves a draft. Open the campaign and press **Launch campaign**. A schedule does not launch
it for you either.
Up to 5,000. A larger group is cut to the first 5,000. An uploaded list holds at most 1,000 rows, so for more
people either run several campaigns, or import them on the Contacts page (1,000 per import) and choose **All
contacts**. Your plan's daily call limit, from 500 calls in 24 hours on Lite to 15,000 on Scale, still applies:
a launch calls up to what is left of it, queues at most one more day of it to try again later, and does not
call anyone beyond that; the launch result says how many. See
[Plans and limits](/limits#daily-calls-for-your-account).
Mostly. People left out at launch because your 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. Every check runs again before each call. The launch result says how many will be
tried again and how many will not: people beyond one day of your cap are not called by that campaign, so launch
another campaign later to reach them. See [The campaign page](/campaign-results#the-launch-result).
Retries are capped: at most 3 attempts, at least 1 hour apart, at most 2 a day. Larger values are lowered when
you save.
The number is lowered to your plan's maximum when you save. See [Plans and limits](/limits#campaigns).
**Dormant customers** uses the last time the contact interacted with your agent. The **Win back past customers**
automation uses the date of the last order in your store. They can select different people. See
[Automations](/automations).
Yes, on one campaign: tick **Use its own calling hours and days instead of the account's**, set the hours, and
confirm that you are responsible for hours outside 8:00 to 21:00. Your confirmation is recorded with who made it
and when. Each person is still called in their own local time.
No. The channel is fixed once the draft is saved. Create a new campaign.
Only the account owner can. Other members can view campaigns, filter the calls and download the results.
No. The contacts stay in **Contacts** with the lawful basis you recorded. Manage them from
[Contacts](/contacts).
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