Outbound Campaigns: Overview

Outbound Campaigns let sales and customer success teams run coordinated outreach at scale. Multiple agents dial through a shared contact list simultaneously, admin/ supervisors monitor progress and outcomes in real time, and every result is tracked at the contact level. This article explains how the feature works, who can use it, and the core concepts to know before getting started.

Note: Outbound Campaigns is available on Aircall Workspace desktop and web only. It is not supported on the Aircall mobile app or in CTI integrations.

What are Outbound Campaigns?

Outbound Campaigns is a structured dialing feature that coordinates multiple agents working through the same contact list, without two agents ever calling the same contact at the same time.

It differs from standard outbound calling in three key ways:

• Contacts are organized into a campaign: a named list with assigned agents, calling rules, and outcome labels
• Dialing is automated: the system queues contacts and advances to the next one after each call
• Results are tracked at the contact level: every outcome is logged against the contact, giving admins and supervisors full visibility into progress

Campaigns are set up and managed in the Aircall Dashboard. Agents dial from the Campaigns section in Aircall Workspace.

Who is Outbound Campaigns for?

Outbound Campaigns work best for sales and customer success teams that run coordinated, multi-agent outreach, where an admin or supervisor needs to control who gets called, track results across the team, and act on outcomes.

Typical use cases include:

• Following up with warm leads and re-engaging lapsed contacts
• Keeping pipeline moving with structured follow-up
• Time-sensitive outreach tied to a specific moment: product launches, renewal windows, end-of-quarter pushes
• Post-event callback sequences: webinar follow-ups, conference callbacks

Who can use Outbound Campaigns?

Outbound Campaigns are available on the Professional plan.

Key concepts

Campaign

A named outreach initiative made up of a contact list, assigned agents, a dialing strategy, and a set of outcome labels. A campaign requires the following before it can be launched:

• A name
• At least one contact
• At least one outcome label
• At least one assigned agent

Campaign lifecycle

Each campaign moves through the following statuses:

Campaign outcomes

Outcome labels qualify the result of each contact's attempt, for example: Interested, Not interested, Reschedule, DNC. They are defined per campaign by the admin or supervisor, tracked at the contact level, and are distinct from standard Aircall call tags, which remain available and work as before.

Outcomes are applied in two ways:

• Manually: the agent selects a label after a connected call.
• Automatically: the system applies a label when a call is unanswered, goes to voicemail, is skipped, or the number is flagged as invalid or blocked.

Campaign cycle

Each contact has a campaign cycle: the set of call attempts configured for that contact. The cycle continues while attempts remain and the contact has not been reached. It stops when the maximum attempts are exhausted or when the agent finalizes the contact after a connected call.

Dialing queue

When a campaign is running, the system assigns contacts to available agents automatically. Each contact is locked while being dialed, preventing any two agents from calling the same person at the same time.

Agent status: On Campaign

When an agent starts a dialing session, their status changes to On Campaign across all their devices. While active, this status makes the agent unavailable for inbound calls.

How the two personas work together

Admins and supervisors create the campaign, import contacts, configure the dialing strategy, and launch. Once the campaign goes live, agents receive a notification in Aircall Workspace and can start dialing immediately.

• For setup and campaign management, see Outbound Campaigns: Creating and managing campaigns.
• For the agent dialing experience, see Outbound Campaigns: Dialing a campaign.

Compliance

Outbound calling is subject to regulations that vary by country and region. Before launching any campaign, make sure you have:

• Confirmed that calling your target contacts is permitted during your planned hours. Campaign launch and pause is the admin's or supervisor's responsibility.
• Verified your do not call (DNC) lists. Agents can flag contacts using do not call outcome labels after a call, but exclusion from future campaign lists remains a manual process.
• Ensured your contact is informed they may be contacted as part of a campaign, where required by local law. Consent management is your organization's responsibility.
• Verified number eligibility. Only numbers that comply with local regulations are available as outbound caller IDs. Non-compliant numbers are excluded automatically. You can check country-specific restrictions in the table below:

Note: If an agent has no eligible numbers assigned, the campaign will pause for that agent and they will receive a notification. They will not be able to dial until an eligible number is assigned.

Important: Aircall applies number eligibility filtering automatically. All other compliance obligations (including calling hours, consent documentation, and Do Not Call list management) remain your organization's responsibility. Review your legal obligations before launching campaigns in regulated markets.

FAQs

How is Outbound Campaigns different from Power Dialer?

Outbound Campaigns and Power Dialer are separate features that serve different use cases. If your team currently uses Power Dialer, here is how the two compare:

Can I import contacts from Salesforce?

Not currently. HubSpot static lists and CSV files are the two supported import methods. Salesforce import is not available at this time.

What happens if a contact calls back after being dialed from a campaign?

The callback follows standard inbound routing for the number used. Campaign logic does not apply to inbound calls.