---
id: outbound
title: Campaigns
slug: /outbound
description: Place a single test call, or run a campaign that calls or texts a whole list of contacts with one of your agents.
keywords:
  - campaigns
  - outbound
  - bulk calling
  - missed call recovery
---

**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](./agents.md) 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](./talk-to-assistant.md) instead, or upgrade.
- Business texting registered, for text campaigns to US numbers. See
  [Texting registration](./texting-registration.md).
- Your [compliance](./compliance.md) 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](./talk-to-assistant.md).

## 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](./compliance.md) 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](./calls.md) — review the calls a campaign made.
- [Follow-ups](./follow-ups.md) — automatic texts, calls and emails after an event.
- [Compliance](./compliance.md) — Do Not Call and calling rules.