Campaigns

Reach out to lots of clients at once using AI-powered voice calls, text messages, and emails! 📣

🤔 What are Campaigns?

Campaigns are organized outreach efforts that let you talk to many clients at the same time. A campaign can include:

• AI Voice Calls — The AI makes phone calls for you using your AI Receptionist 🤖
• SMS Messages — Text messages sent before, after, or instead of calls 💬
• Emails — Emails sent at scheduled times 📧
• Forms — Collect info from clients who respond 📋

Campaign Components

• List — Who to contact (see Lists)
• AI Agent — The voice for your calls (see AI Receptionist)
• Form — What info to collect (see Forms)
• Schedule — When to run the campaign

🆕 Creating a Campaign

Here's how to set up a new campaign:

1. Go to Campaigns in the main menu
2. Click Create Campaign
3. Give your campaign a name (e.g., "Q1 Follow-up Calls")
4. Pick a List of people to contact
5. Choose an AI Agent (if you're making calls)
6. Optionally attach a Form to collect info
7. Set up your Schedule
8. Set up your Messages (SMS/Email)
9. Optionally set up Scheduled Reports for automatic CSV delivery
10. Click Save

List and Form Compatibility

Before you can create a campaign, the selected List must already have a case type, and every case inside that list must match it. If you attach a Form, the form must also have a case type, and it must match the list's case type.

Drafts & Autosave

The campaign builder saves progress automatically so you never have to start over if you close the tab or step away.

• As soon as you type a campaign name, Kayse creates a Draft record. The page URL updates to that draft so you can refresh, open a new tab, or come back later and resume.
• Use Save and Exit in the header to stop and come back later. Drafts show up on the main Campaigns list with a DRAFT badge.
• Reopen a draft from the list row (or the row's ⋮ → Continue Setup) and you'll land on the step you were on last.
• While a campaign is in draft state you can freely change the list, agent, runs, workflows, and report settings — normal validation (e.g. contact list required, minimum name length) only runs when you click Launch.
• Drafts have a DRAFT status so they don't count toward active campaigns, don't start any outreach, and can be deleted at any time.

Cross-device access

Runs and workflow mappings are persisted to the server at every step change and on Save and Exit, so you can continue a draft from another browser or device. Report schedules, CRM field mappings, and launch validation finalize only when the draft is launched.

Using a Pre-Built AI Agent

If you already built your AI Agent outside the campaign builder (for example, in the Agent Builder section), you can connect it to a campaign without going through the form setup again. ✨

On the Tasks step, you'll see a prompt at the top:

Already have an AI Agent? — If you've already created an agent outside the campaign builder, skip directly to agent selection. The form connected to the selected agent will be automatically linked to this campaign.

Click Go to Agent Selection to skip the form step and go straight to picking your agent.

Form is linked automatically

When you select an agent that already has a form, that form is automatically connected to your campaign. You don't need to select it again.

If you go back to the Tasks step after choosing an agent, the form linked to your agent will be shown there. Nothing is lost — you can review it or continue forward.

📞 Campaign Types

Voice Campaigns

The AI makes phone calls to your clients. It handles the conversation, collects info, and can transfer calls to your team when needed. 🗣️

Messaging-Only Campaigns

Send texts and/or emails without making phone calls. Great for reminders, updates, or quick follow-ups! 💬

Multi-Channel Campaigns

Use calls and messages together for the best results. For example, send a text before the call and a follow-up email after. 🔗

⚙️ Campaign Settings

Basic Settings

Setting	Description
Name	What you call the campaign
Description	Notes about the campaign (only your team sees this)
List	The group of cases to reach out to
AI Agent	The AI voice that makes the calls
Form	A form to collect info from clients

Global Campaign Settings

Click the settings icon (gear ⚙️) next to the concurrency rate on the Campaigns list page to open the Campaign Settings dialog. These are company-wide defaults that apply to all campaigns:

Setting	Description
Concurrency Rate	How many outbound calls can happen at once (1–100%). This makes sure there are still phone lines open for incoming calls.
Default Business Hours	Default time slots for when campaign calls can go out. When you create a campaign in Company Times mode, you can copy these defaults instead of setting them up by hand.

Default business hours must be between 8:00 AM and 9:00 PM (that's the law! ⚖️). You can add more than one time slot (like 9 AM – 12 PM and 1 PM – 5 PM).

Concurrency Settings

Setting	Description
Concurrency Limit	The most calls that can happen at the same time
Call Pacing	How fast new calls are started

Inbound Call Routing

Control how the campaign handles inbound calls with flexible routing options:

Setting	Description
Routing Behavior	Choose how inbound calls are handled: AI Only (all calls go to AI), Transfer (direct transfer to forwarding number), or Schedule-Based (switch between AI and transfer based on business hours)
Business Hours Behavior	When schedule-based routing is active, choose whether inbound calls during business hours use AI or transfer
After Hours Behavior	When schedule-based routing is active, choose whether inbound calls after business hours use AI or transfer
Forwarding Number	Phone number for direct transfers (required when transfer routing is active)
Timezone Override	Optionally set a campaign-specific timezone for routing decisions, separate from the company default

Schedule-Based Routing

Schedule-based routing lets you automatically switch routing modes based on your business hours. For example, route to AI during the day and transfer to an on-call number after hours.

🔗 External Invocation

Campaigns can be started from outside Kayse AI using webhooks or the API:

Setting	Description
Enable External Invocation	Let outside tools start campaigns
Webhook URL	A web address that gets notified when campaign stuff happens

📊 Reports Hub

Campaign reporting is consolidated into a single Reports tab with card-based navigation. Select any report card to open that view:

Report	Description
Calls	Review individual call records, filters, recordings, and exports
Contacts	See outreach grouped by contact, including totals and latest activity
Call Transfers	Inspect transferred calls and review the summary of each handoff
Opt-Outs	Review contacts who opted out and reopen outreach when appropriate
Scheduled Reports	Create and manage recurring email reports for this campaign

Scheduled Client Engagement Reports

Use Reports > Scheduled Reports > Add Scheduled Report > Client Engagement Report to send a recurring CSV that summarizes campaign engagement by client.

The Client Engagement Report includes contact and case identifiers, mobile app status, SMS/email/in-app sent and received counts, total inbound and outbound messages, task completion status, and a short conversation summary. It is useful when you need to understand which clients were reached, which clients responded, and how much work remains on the campaign form.

You can export the report manually from the scheduled report row. Manual exports use the same saved schedule filters and date range window as the recurring email delivery.

Legacy URLs

Old direct-tab URLs (e.g., calls, contacts_called, opt_outs) automatically redirect to the corresponding view inside the Reports Hub.

Managing Campaign Contacts

After your campaign runs, you can view and manage contacted clients in Reports → Contacts.

Bulk Actions

You can select multiple contacts and apply actions to them at once:

1. Check the boxes next to the contacts you want to manage
2. Click one of the bulk action buttons:
   • Mark Completed — Stop outreach for selected contacts who have been successfully handled
   • Resume Outreach — Restart outreach for contacts previously marked as completed

Multi-Select

Click the checkbox in the table header to select all contacts on the current page. You can also select individual contacts by clicking their row checkboxes.

Import by External ID

Process multiple contacts at once using a CSV file:

1. In Reports → Contacts, click Import by External ID
2. Upload a CSV file containing external IDs (one per line)
3. The system will:
   • Match each external ID to a contact in the campaign
   • Automatically mark matched contacts as completed
   • Skip any IDs that don't match or are ambiguous

Import Requirements

• Each external ID must match exactly one contact in the current campaign
• IDs that match zero or multiple contacts will be skipped
• You'll see a summary of successful and skipped imports

Contact Status

Each contact in your campaign can have one of these statuses:

Status	What It Means
Active	Outreach is ongoing for this contact
Completed	Outreach has been stopped (contact was successfully handled)
Completed (All Calls)	All future calls for this contact are stopped across the campaign