Outbound Campaigns: Overview

Note: Outbound Campaigns come in two types: Agent campaigns, dialed by your human agents, and AI Voice Agent campaigns, dialed automatically by AIVA. Agent campaigns are currently in beta and available to Professional plan customers at no additional cost. AI Voice Agent campaigns are available on all Aircall plans. Some features are still being refined.

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.

Campaign types

Every campaign, whether dialed by your agents or by an AI Voice Agent, is one of two types, chosen when you create it:

• One-time campaign: dials through your list and completes when the queue is empty. Best for a defined list with a clear end, such as a product launch push or a post-event follow-up.

• Continuous campaign: stays active and dials new contacts as they're added, until you pause or archive it. It never completes on its own. Best for ongoing flows, such as daily inbound lead follow-up or callback requests, where contacts arrive over time from your CRM or another tool via the API.

In both types, you can add contacts manually while the campaign is running.

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
• Ongoing, always-on outreach fed from your CRM or another system, such as new inbound leads or website callback requests (continuous campaigns)

Who can use Outbound Campaigns?

Who can use Outbound Campaigns depends on which agent type is running the campaign:

• Agent campaign: available on the Professional plan.
• AI Voice Agent: available on all Aircall plans.

The Campaigns navigation tab and campaign list are visible on every plan, since AIVA campaigns are always accessible. 

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 assigned agent or team, or an AI Voice Agent

• At least one outcome label (agent campaigns only, AI Voice Agent campaigns use automatic outcomes)

Contacts are not required at launch. A campaign can go live with an empty queue and start dialing as soon as contacts are added.

Campaign lifecycle

Each campaign moves through the following statuses:

Note: Continuous campaigns never move to Completed. They stay In progress, even when the queue is empty, until you pause them. A paused continuous campaign can be resumed or archived.

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. You can also add contacts via the Aircall API. For more detailes, please see the Developer portal.

Is there a limit on the number of contacts in a campaign?

No. There is no limit on the total number of contacts in a campaign. Each CSV import can contain up to 10,000 rows (2 MB max), and you can run as many imports as you need.

Can I launch a campaign without contacts?

Yes. You can launch a campaign with an empty queue, for example if contacts will be added over time via the API. Dialing starts as soon as the first contacts are added.

Can I add contacts to a campaign from another tool?

Yes. Each campaign has its own API endpoint, shown in the Add via API option when you create the campaign and in the Sources tab once it's created. You can send up to 100 contacts per request with the Aircall Public API. For more detailes, please see the Developer portal.

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.