Engage

Campaigns

Place a single test call, or run a campaign that calls or texts a whole list of contacts with one of your agents.

View as Markdown

Outbound means Chatley reaches out first. You can dial one number to hear an agent on a real phone, or run a campaign that works through a list of contacts by voice or by text. Campaigns live under Engage → Campaigns.

Before you begin

• An agent that makes calls (for a voice campaign) or has texting turned on (for a text campaign). If you have none, the wizard tells you — None of your agents make calls yet — and links you to create one.
• A plan that includes outbound calling. On the free trial outbound is locked; use Talk to Assistant instead, or upgrade.
• Business texting registered, for text campaigns to US numbers. See Texting registration.
• Your compliance settings done, including any Do-Not-Call attestation the agent requires.

Single test call

The fastest way to hear your agent on a real phone:

1. Open your agent and choose Call now.
2. Enter the phone number in international format, such as +1 555 123 4567.
3. Choose Start Test Call.

If you are at your plan's concurrent-call limit, the call waits in a queue and starts when a slot frees up. See Talk to Assistant.

Create a campaign

Choose New campaign. The wizard has four steps.

1. Type and name

Pick what the campaign does and give it a name. Names must be unique.

Type	What happens
Voice campaign	An agent calls each contact. Only agents that make calls can run one.
Text campaign	An agent texts people whose call you missed and replies to them (missed call recovery). Only agents with texting turned on can run one.

2. Contacts

Upload a spreadsheet saved as CSV with at least a name and phone number for each person.

• Start from the provided spreadsheet if you want the right columns already in place.
• Include the country code on every number.
• In Match your columns, tell Chatley which column holds the phone numbers. Extra columns become details the agent can use, such as a last visit date or a missed-call date.
• If some rows cannot be used, the wizard lists them under Fix these rows and upload the file again. Files with no contacts, or over the size limit, are rejected with a reason.

Numbers on your Do Not Call list are skipped automatically.

3. Agent and calling hours

• Voice: choose the agent and the days and hours people are happy to get a call. Higher values in Call order are called first.
• Text: choose a texting agent and how long to wait before sending (in minutes). A preview shows the first text they get. You confirm that you understand the texting rules before continuing.

4. Review and start

Check everything, then choose Start. Prefer to come back later? Choose Save and start later — the campaign is saved as a draft and nothing is called until you press Start.

Follow a running campaign

Each campaign card shows its status:

Status	Meaning
Needs setup	Something is missing, for example an agent. Complete setup first.
Ready	Set up and waiting for you to start it.
Running	Calls are starting, or texts are going out.
Finished	Every contact has been handled.

Open a campaign to see Total campaigns, Active campaigns, completion rate and the current campaign's progress. You can rename a campaign, pause and resume it, retry failed calls and refresh its status. Once a campaign has started, its setup can no longer be changed.

tip

Start with a small test list to confirm your agent's script and your column mapping before you launch a large campaign.

Troubleshooting

Problem	What to check
Complete setup first	Open the campaign and finish the missing step, usually choosing an agent.
The agent was deleted — pick another	The agent the campaign used no longer exists. Edit the campaign and choose another.
DNC Compliance Required	Accept the Do-Not-Call attestation in the agent's settings first.
Call blocked — Do Not Call list	The number is on your list. Remove it in Compliance if appropriate.
Outbound is disabled	Your plan does not include outbound calls. Upgrade, or use Talk to Assistant.
Calls stuck in queue	You are at your concurrent-call limit; calls continue as slots free up.
Texts are not sending	Texting registration is not approved yet.

Next steps

• Calls — review the calls a campaign made.
• Follow-ups — automatic texts, calls and emails after an event.
• Compliance — Do Not Call and calling rules.