Enables agents to handle calls and conversations placed by CX Outbound Campaigns across voice dialing modes and digital (WhatsApp / SMS / Email) campaigns.
Distinct from Make a Manual Outbound Contact, which covers agent-initiated, one-off outbound.
Voice Campaign Dialing Modes
For every mode, the system reserves an agent before dialing. What differs is when the agent is connected, and how much control they have over it.
|
Mode |
What the agent sees |
Agent action |
|---|---|---|
|
Progressive |
Agent state moves to Reserved. The system dials one contact per reserved agent; once the customer answers, the call connects straight to the agent, already in an active, talking state. |
None |
|
Power |
Same connect experience as Progressive, but the system dials several contacts per reserved agent slot in the background and connects the agent to whichever customer answers first. Other simultaneous attempts aren't shown to the agent. |
None |
|
Same connect experience as Progressive/Power — the agent is reserved, then receives a live customer already confirmed human via Call Progress Analysis (CPA). Dial pacing adjusts continuously and isn't visible to the agent. |
None |
|
|
The dialer calls the agent first and shows the customer's number before dialing them. The agent previews who they're about to call. |
Accept / Decline |
Preview mode — wrap-up note: If the agent declines or doesn't answer the preview call, the contact is marked PREVIEW_SKIPPED and is never redialed by the system. Separately, a Success result in reporting only means the agent accepted the preview and attempted the customer call, not that the customer answered. Agents should still apply the correct wrap-up code that reflects the actual customer-side outcome (no answer, busy, voicemail, connected), since the system-level "Success" does not capture it.
IVR-Based Outbound Campaigns
IVR campaigns dial contacts automatically, and route answered calls directly to an IVR script. Agents are not involved at any point in this flow. No agent action applies; these calls never appear in an agent's queue.
Digital (Non-Voice) Campaigns — WhatsApp / SMS / Email
The initial outbound message in a digital campaign is sent automatically by the system; agents don't send it. If a customer replies, the reply arrives as a normal conversation in the agent's queue and is handled the same way as any other inbound WhatsApp, SMS, or Email conversation. See Accept a Conversation and Send a Message.