Prospecting campaigns

Prospecting agent

What it is for

A prospection (campaign) gives the voice agent a list of contacts to call, an objective and the catalog it has to gauge interest in. The agent calls within the time window, retries according to the cadence, qualifies each contact and moves the leads through the prospecting pipeline.

How to get there

Sidebar → Sales → Pipelines → Prospecting tab → New prospection. Also from Create → New campaign.

Campaigns already launched are shown in the Prospections view of that same tab.

Before launching

The wizard warns you at each step if something is missing, with a link to fix it:

Warning	Where to fix it
No Retell agents configured	AI connections → Voice agents
No verified phone line	AI connections → Phone lines
AI agent context incomplete	Context
Monthly budget not configured	Billing

If Retell or Twilio are out of credit or low on balance, a warning also appears (see Balance alerts).

What you can do

Launch a campaign

1. Click New prospection.
2. Context: enter the Target company and the Prospection objective. Optionally choose the Commercial line, which defines who the leads are distributed to (if you leave it empty, distribution is decided by zone and workload). Click Next.
3. Catalog: select at least one product, service or project in Related catalog and leave at least one question in Key questions for the AI. Click Next.
4. Setup: choose the Prospection type (Outbound, for customers who don't know you yet, or Inbound, for customers who have already shown interest), the Call language, and leave Launch immediately on or turn it off to choose a date and time in Schedule for. Click Next.
5. Cadence: review the general cadence or click Edit for this prospection to adjust it only here. Click Next.
6. Contacts: select entire lists, individual contacts or Companies (each selected company prospects all of its employees).
7. Click Launch prospection.

How to verify: the final summary shows how many contacts were queued, how many were skipped for having no phone and how many were unavailable. Close it with Close.

• The Call language is the language the agent listens and speaks in, on the call and in the follow-up WhatsApp. There are 16 languages; the default is Spanish.
• The voice agent is not chosen here: it comes from AI connections.
• Contacts without a phone are skipped and not called.

The call cadence

The cadence defines the time window and the retries. The general cadence is configured in Settings → AI connections → Call cadence; each campaign can override it in the Cadence step.

Setting	Default value (outbound)	Allowed range
Start hour	9	0 to 23
End hour	18	0 to 23
Max attempts	3	1 to 20
Retry interval (minutes)	60	1 to 10,080

The window applies in the contact's time zone, which is inferred from their number. Retries stop when a call is answered or the attempts run out. If the attempts run out without an answer and Recover via text is on, the agent tries to recover the contact over WhatsApp (see WhatsApp recovery).

Track a campaign's progress

1. In the Prospecting tab, switch the view to Prospections.
2. Each campaign shows its phase and how many contacted, interested and hot it has so far.
3. Click a campaign to open its panel.

Campaign phases: Created, Agents launched, In progress, Finished and Cancelled. A stopped campaign shows Paused or Paused · no credit.

The campaign panel has:

• Agent, Contacts, Contacted and Hot.
• Call coverage: Called, Answered, Queued, Retrying, Not contactable and Failed, with the reason for each failure. It refreshes every 30 seconds.
• Sales feedback: the average usefulness the sales team gives the campaign's leads, what most needs improvement and what works best.
• Associated contacts: each contact with its signal (Hot, Warm or Cold).
• Cancel campaign.

Failure reasons: Retell out of credit · Provider call rate limit · Invalid number · No phone · Dialing blocked · No voice integration · Campaign paused · Provider error. Not contactable groups invalid number, no phone and dialing blocked.

Retry failed calls

In Call coverage, click Retry failed: failed or retrying contacts go back to the queue. The button only appears if there are failed or retrying contacts and the campaign is neither paused nor cancelled.

Resume a paused campaign

If the campaign was paused (for example, Retell out of credit), top up the balance and click Resume. Pending contacts stay in the campaign and are called when it resumes.

Cancel a campaign

1. Open the campaign panel.
2. In Cancel campaign, enter a reason (optional).
3. Click Cancel campaign.

Pending agents are not launched. The campaign is marked Cancelled and is not deleted.

Required permissions

Action	Permission
View campaigns and their progress	prospect.read
Launch a campaign	prospect.create
Retry failed, resume or cancel	prospect.update
View campaigns created by others	prospect.viewAll

Without prospect.viewAll you only see the campaigns you created.

FAQ

I launched the campaign and nobody is getting calls. Check the time: the agent only calls within the cadence window, in the contact's time zone. Then check the Retell and Twilio balance in Settings → Credentials → Provider status.

Many contacts ended up as Not contactable. They are usually invalid numbers or contacts without a phone: fix them in Clients and launch again or retry.

Can I choose who the leads are distributed to? Yes, with the Commercial line in the Context step. Lines are configured in Settings → General → Assignment categories.