Setting Up Batch Outbound Calls Successfully

Overview

This guide explains how to set up and launch a batch outbound calling campaign using the AI Voice Agent portal, including CSV preparation, Dynamic Variables, auto-retry configuration, and Batch Call Settings.

Steps to Set Up a Batch Outbound Calling Campaign

1. Ensure your Call Flow and AI Voice Agent are finalised and ready for outbound calls.
2. Open the side panel and navigate to Calls → Batch Calls.
3. Select the AI Voice Agent you want to use for the campaign — the agent must have a phone number allocated.
4. To confirm a phone number is assigned, go to the Phone Numbers tab. Locate a free number, bring your own number, or buy a new number. Click the three dots (⋮) next to the number and configure it to the correct agent.
5. Once the agent is selected in Batch Calls, review the Dynamic Variables listed. These are personalisation fields that change per contact (e.g., CustomerName, EmailAddress).
6. Click Download Template to get the CSV template file.
7. Open the template and remove any columns you do not need. Keep the phone_number column — this is always required.
8. Add columns for each Dynamic Variable used in your agent. Copy the variable names exactly as shown in the portal — they are case sensitive (e.g., CustomerName not customername).
9. Enter phone numbers in 61 format with no plus sign at the start (e.g., 614XXXXXXXX).
10. Add one row per contact with the phone number and matching variable values. For bulk campaigns, stack all contacts underneath the header row.
11. Save the file as a .csv file.
12. Return to Batch Calls, click into the campaign, and go to Contact List → Upload. Select your CSV file.
13. Configure Auto-Retry settings:
    • Retry 1 — Triggers when the contact is busy or asks to be called back without specifying a time. Recommended: 1 day, 0 hours.
    • Retry 2+ — Triggers when the contact does not pick up at all. Set the delay between retries (e.g., 0 days, 3 hours). Each subsequent retry adds to the previous timestamp.
14. Test the campaign on your own number first to verify the experience before going live.
15. Click Start Batch Call, confirm you are happy, then click Start Calls.
    • To delay the campaign, use the Schedule for Later option instead.
16. To adjust the speed at which calls are placed, open Batch Call Settings, set the desired rate, review the estimated call throughput, and click Save.

Key Notes

🎥 Watch the demo video below