Outbound Campaigns: Creating and managing campaigns

Admins and supervisors manage the full campaign lifecycle from the Aircall Dashboard, from initial setup to real-time monitoring and post-campaign follow-up. This article covers every step: creating a campaign, launching and managing it while it runs, and tracking progress through the campaign views.

Who can access this feature

Admins & Supervisors have full access to all campaigns in the organization.

Before you begin

Before creating your first campaign, confirm the following are in place:

• Plan and role: Outbound Campaigns require the Professional plan and an Admin or Supervisor role.
• Contact list: Have your list ready to import, either a CSV file or a HubSpot static list. See Step 3 below for the full requirements.
• Outbound numbers: At least one Aircall number compliant with local outbound dialing regulations must be available. Non-compliant numbers are excluded automatically and won't appear in the dialing strategy step.
• Compliance: Confirm your outreach meets the regulations in your target markets before launching. See the Compliance section in Outbound Campaigns: Overview.

Create a campaign

To create a campaign, go to Aircall Dashboard > Campaign and click on the Create Campaign button.

Campaign creation follows a four-step guided stepper. You can save your campaign creation progress as a draft at any point, only the campaign name is required to save.

Step 1: General settings

Campaign identity

Enter a name (required) and an optional description to give agents and teammates context.

Outcome labels

Define the labels agents will use to qualify connected calls. Examples: Interested, Not interested, Reschedule, DNC.

• You can add up to 10 labels per campaign
• Labels are campaign-specific and can be reused across campaigns

Note: Unsuccessful calls (unanswered, voicemail drop, skipped, invalid or blocked number) are labeled automatically by the system. Agents do not need to select an outcome for these cases.

Agent assignment

Assign the agents who will dial this campaign. They receive a notification when the campaign is launched. You can add or remove agents after launch.

Step 2: Dialing strategy

Outbound number pool

Select which numbers will be used as caller ID for this campaign:

• Agent's pool: agents will dial from numbers directly assigned to them
• Specific campaign pool: agents will dial from a defined set of numbers, even if those numbers are not individually assigned to the affected agents

Note: Only numbers compliant with local outbound dialing regulations appear for selection. Non-compliant numbers are excluded automatically.

Number selection rule

Choose how the system matches a number to each contact. Available rules depend on the pool type selected.

If using the agent's pool:

• Agent's default number: uses each agent's own default number
• Local presence: selects from the numbers assigned to the agent by matching area code or country code with the contact's number

If using a specific campaign pool:

• Random rotation: rotates across all numbers in the specific campaign pool to avoid overusing a single number
• Local presence: selects from the specific campaign pool by matching area code or country code with the contact's number

Step 3: Contact import

Two methods are available to add contacts to a campaign.

Upload a CSV file

Download a template or use a free format CSV file. Drag and drop or browse to select a CSV file from your device. File requirements:

• Maximum file size: 1 MB
• Maximum records: 5,000
• Phone numbers must be in E.164 format (e.g. +33612345678)
• Phone number is the only mandatory field
• Optional fields: first name, last name, company name, email, notes

After uploading, map the CSV columns to Aircall fields and set the default country prefix. The prefix standardizes numbers missing a country code and applies only for national dialing.

Import from HubSpot

You can also export a static contact list directly from HubSpot. Before selecting a list, make sure all of the following conditions are met:

• The list already exists in HubSpot and is built from the Contact object
• Every contact in the list has a phone number field populated
• The list does not exceed 5,000 contacts
• HubSpot authentication is complete in Integrations > Outbound Campaign in the Aircall Dashboard
• Field mapping between HubSpot and Aircall is configured in the Outbound campaigns tab of the HubSpot integration settings

Step 4: Contact validation

After import, contacts are sorted into three categories:

• Valid: meet all requirements and will be added to the campaign
• Invalid: missing or incorrectly formatted phone numbers. Correct them directly in this view, export the errors to fix and re-upload, or just ignore them and they will be excluded from the import
• Duplicates: phone numbers appearing more than once. The first occurrence is kept; subsequent duplicates are flagged for your review.

Confirm the list to finalize the import, then launch the campaign or save it as a draft.

Launch, pause, and manage a campaign

You can access your campaigns in Aircall Dashboard > Campaigns. Click on your active campaign to access the campaign detail view.

Campaign status lifecycle

Start and end dates are set automatically:

• Start date: recorded when the campaign is launched
• End date: recorded when all contacts have been dialed and the campaign moves to Completed

Manage an active campaign

While a campaign is In Progress, from the campaign details view you can:

• Launch or pause the campaign using the action button
• Add or remove agents at any time from the Users tab
• Add contacts to the top or bottom of the live queue
• Move contacts to the top or bottom of the queue
• Remove contacts from the live queue before they are dialed

Note: Contacts that are currently ringing, in a live call, or had already an attempt cannot be removed from the campaign.

Monitor campaign progress

Campaign list view

Access the Campaigns section in the Aircall Dashboard to see all campaigns in your organization. Each row shows:

• Status, campaign name, and creation date
• Total contacts and assigned agents
• Campaign creator
• Start and end dates (when available)
• Period - corresponding to the campaign active time

Use the search bar to find a campaign by name. Filter by status or by the team member who created it.

Actions available from the campaigns list

From the list, you can take the following actions on each campaign without opening it:

• Launch or resume a campaign using the play button
• Pause an active campaign using the pause button
• Access additional options via the three-dot menu (⋮), including editing, deleting or archiving the campaign. The available additional options depend on the status of the campaign:

Campaign detail view

Select a campaign to open its detail view. The campaign name, creator, creation date, and status appear at the top. Launch or pause directly from here, or use the three-dot menu (⋮) for additional options.

The detail view is organized into four tabs:

Overview

The main monitoring view for an active campaign. It shows:

• Stats: % of completion of campaign, total contacts, cumulative campaign active time, average call duration, connected calls (answered) and a breakdown of called, answered, unanswered, voicemail drops, and average call duration
• Outcomes sub-tab: contacts that have been called, company, with agent, call duration, date and time, number of attempts, notes, and outcome
• Live queue sub-tab: contacts still waiting to be dialed, with next scheduled attempt and number of prior attempts. Use the Add contacts button to add new contacts at the top or bottom of the dialing list.

Settings

Displays and allows editing of the campaign configuration while active:

• Campaign name and description
• Outcome labels (add or remove using the Add outcome option)
• Dialing strategy (number pool and selection rule)

Users

Shows all agents assigned to the campaign. From here you can:

• Search for and add individual agents
• Remove agents from the campaign

Contact List

Shows all contacts imported into the campaign. Each row displays a phone number, first name, last name, company, and note.