Outbound Campaigns: Dialing a campaign

Note: Outbound Campaigns is currently in beta and available to Professional plan customers at no additional cost. Some features are still being refined.

When an admin or supervisor launches a campaign and assigns you to it, you receive a notification in Aircall Workspace. From there, you can review campaign details, start dialing, and log outcomes, all from the Campaigns section. This article covers the full dialing experience from notification to wrap-up.

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

Who can access this feature

Agents who have been assigned to an active campaign by an admin or supervisor.

Receive a campaign notification

You will receive a notification banner in Aircall Workspace when a campaign you are assigned to is launched or resumed. From the banner, you can start dialing immediately, open the campaign details, or dismiss it and navigate to Campaigns manually.

You will receive a warning message in Aircall Workspace and your campaign is paused automatically when:

• No eligible outbound numbers are available to dial the campaign. For more information, please see the Compliance section in our article Outbound Campaigns: Overview.
• Your session is interrupted due to a network issue
• Your session ends because business hours have been reached
• You reopen Aircall Workspace after closing all active web tabs while a session was in progress

Note: If an admin or supervisor pauses the campaign while you are on an active call, your current call completes normally. The campaign then disappears from your list until it is resumed.

View your campaigns

Open the Campaigns section from the left sidebar in Aircall Workspace. You will see all campaigns currently assigned to you.

Each entry shows:

• Campaign name and description (if added)
• Number of teammates on the same campaign
• Your progress (percentage of contacts dialed)

Select a campaign to open its detail view. The detail view shows:

• Teammates assigned, with those currently dialing highlighted
• Total contacts and outcome labels configured for the campaign
• Dialing strategy (outbound numbers assigned and the logic how they are selected)
• Campaign creator and launch date

Start a dialing session

Steps:

1. Open the campaign detail view or the notification banner.
2. Click on the Start session green button in the top right corner.
3. The system adds you to the campaign live queue, assigns you the next available contact, and starts dialing automatically. No manual number entry is needed.

Once your session starts, your status changes to On Campaign across all your devices. While this status is active, you are unavailable for inbound calls.

Note: If you close all Workspace tabs or lose connectivity, you are removed from the campaign automatically. When you reconnect, a prompt explains what happened. Select Start session or Resume session to rejoin — you are not placed back into the queue automatically.

Call states during a session

Pause and resume your session

To pause, select Pause campaign in the Campaign header in the Aircall Workspace. Your current call completes normally and wrap-up opens if applicable. No new contact is dialed after you pause. Other agents are not affected and the campaign remains In Progress.

To resume, select Start session from the campaign detail view.

Tip: If you need to pause before the next contact is dialed, select Pause during the current call or wrap-up phase.

There is an important difference between pausing your own session and a supervisor pausing the campaign:

Review contact context during a call

The in-call workspace has three areas:

• Campaign top bar (always visible): campaign name, your progress percentage, and the Pause campaign button
• In-call toolbar (always visible): contact name, phone number, and in-call action buttons
• Context panels (main area): panels shown depend on your organization's configuration

Contact creation and updates

Contacts imported into a campaign are not created or updated in Aircall until a call is placed. Contact creation and updates follow in priority your existing CRM sync, if configured. The CRM remains the primary data source.

When a call rings, the system looks up the contact's phone number:

• Contact not in Aircall yet: the Contact panel is pre-filled with imported data suggestions. You can optionally create the contact from there. Please note this does not block the call.
• Contact already in Aircall: the existing record is shown. If imported data contains more or conflicting info it will be flagged and editing action suggested. You can optionally update the contact from there. Please note this does not block the call.
• CRM sync active: contact creation and updates follow your existing CRM sync configuration. The CRM remains the primary data source.

Handle the call and log an outcome

Standard in-call actions are available throughout the call (hold, mute). The call details section is also available during the call and during wrap-up: use it to add standard Aircall call tags and notes. This is optional and independent of the campaign outcome.

What happens after each call type

Connected call: wrap-up opens automatically. Select the outcome label that best describes the result, complete the campaign action, and select Save and dial next to move to the next contact. If the wrap-up time expires before you select an outcome, the system automatically assigns an Unspecified outcome and dials the next contact.

No answer: the system applies an outcome automatically. Wrap-up is skipped and the next call starts immediately.

Voicemail: select VM drop to leave your pre-recorded message. The system applies an outcome automatically once dropped. Because the call is connected, a wrap-up step is still required — you can select a different outcome or complete campaign actions.

Skipped call: select Skip to move on. The system applies an outcome automatically and wrap-up is skipped.

After the call: Wrap-up

When a connected call ends, wrap-up opens automatically. A countdown timer shows the time available to complete this step. The wrap-up view has four sections:

• Contact: contact details remain visible and editable. Update any field or add a note before moving on.
• Outcome: select the label that best describes the result. One selection is required before you can proceed.
• Call details: add standard Aircall call tags and a note to preserve your existing analytics and automation workflows.

Select Save and dial next to confirm and automatically move to the next contact.

Important: Outcome labels in wrap-up are specific to this campaign. They are separate from standard Aircall call tags, which remain available in the call details section and continue to support your existing analytics and automation workflows.

Note: If the wrap-up timer expires before you select an outcome, the system automatically assigns an Unspecified outcome and dials the next contact.

Campaign cycle

Each contact has a campaign cycle: the set of call attempts configured for that contact. The cycle opens when the contact is imported.

The cycle continues (contact is re-queued) when all of the following are true:

• The call was not answered (unanswered, voicemail drop, or skipped)
• Remaining attempts exist
• The number has not been flagged as invalid or blocked.

The contact returns to the bottom of the queue after the configured retry interval.

The cycle finalizes (contact is removed from the queue) when any of the following occur:

• The agent saved a wrap-up outcome using Finalize or Finalize and assign to me
• The maximum configured attempts were reached.
• The number was identified as invalid or blocked (the contact is permanently excluded from retries in this campaign)
• Only one attempt was configured (the cycle always stops after a single attempt, regardless of outcome)

Move to the next contact

• Unsuccessful call (e.g. no answer, skipped): wrap-up is skipped and the next call starts immediately
• Connected call: the next contact is dialed automatically once wrap-up is complete or the wrap-up timer has expired

When all contacts have been dialed, the campaign moves to Completed status and you land on the campaign list view.

Find campaign calls in your call history

Campaign calls appear in the Conversations and Calls views in Aircall Workspace alongside all other call activity.