Campaigns

A campaign calls everyone in a saved contact view with one of your voice agents. The view decides who gets called. The campaign decides when, how often, and how much it can spend each day. Open Campaigns from the sidebar, between Contacts and Workflows. Any member of the workspace can use it.

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Before you start

You need two things:

• A voice agent to place the calls. Any voice agent can be picked. See Voice agents.
• A saved view on the Contacts page. The view’s filter decides who is enrolled. See Saved views.

If either list is empty, the picker in the campaign panel says No voice agents yet or No saved views yet.

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Create a campaign

1. On the Campaigns page, click New campaign.
2. Fill in the fields below.
3. Click Create campaign.

New campaigns start as Draft, so creating one never starts calls. Switch it on from the list when you are ready.

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Fields

To change a campaign later, open the … menu on its row and pick Edit. The same panel opens with a Save changes button.

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Calling days and hours

Campaigns only call between 9:00 AM and 8:00 PM, in the contact’s local time or in the campaign’s timezone if you set one. You cannot pick a window outside those hours.

• 15-minute steps. Start times run from 9:00 AM to 7:45 PM. End times run from 9:15 AM to 8:00 PM.
• Exact edges. The window is used to the minute. A 9:30 AM – 5:45 PM window starts calling at 9:30 AM and places its last call before 5:45 PM.
• The end is not included. An 8:00 PM end means the last call starts before 8:00 PM.
• The end must come after the start. Otherwise you see “The window has to end after it starts”.
• Calling days follow the contact’s day too. A Mon–Fri campaign can still call a contact in Los Angeles on Friday evening, even after your workspace clock has moved to Saturday.

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Campaigns saved with older hours

Campaigns created before this rule may have hours outside 9:00 AM – 8:00 PM.

• When you edit one, the panel shows the saved hours as they are and flags them: “Calls can only be scheduled between 9:00 AM and 8:00 PM”. You cannot save until you pick a valid window.
• If you never edit it, the campaign still only dials inside 9:00 AM – 8:00 PM. A saved 8:00 AM – 9:00 PM window dials from 9:00 AM to 8:00 PM. A window that sits fully outside those hours dials nobody.

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Which timezone is used

The Timezone field picks whose clock the campaign follows. Contact’s timezone (the default). Each contact is called in their own timezone, not yours.

1. If the contact has a valid timezone, Nedzo uses it.
2. If the contact has no timezone, Nedzo uses your workspace timezone, but only if you have set one. The default UTC does not count.
3. If neither works, the contact is not called.

A contact is also not called when their timezone does not fit their phone number’s country. Nedzo never guesses a timezone from the phone number. Fix these contacts by setting a timezone on the contact record. Specific timezone. Pick one timezone, like your office’s, and the whole campaign follows it. Every contact is called inside the calling days and hours in that timezone, wherever they are. Contacts with no timezone of their own are called too, instead of being skipped.

• Pick a city timezone, like America/New_York. UTC and fixed offsets are not allowed: “Pick a city timezone. UTC and fixed offsets are not allowed.”
• When you switch to Specific timezone, the picker starts on your browser’s timezone.
• Changing the timezone on a live campaign takes effect right away, the same as changing its hours.
• If you switch back to Contact’s timezone, contacts that were only callable because of the campaign’s timezone are stopped again.

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Daily usage cap

The cap counts connected talk minutes, rounded up per call. It does not count calls that never connect.

• When the cap is used up, the campaign moves to Capped and starts no new calls.
• Calls already running are never cut off, so the total can go a little over the cap.
• A capped campaign goes back to Live on its own on its next calling day.
• If you raise the cap above the minutes already used today, the campaign goes back to Live and starts calling again inside its calling hours.
• The cap’s day runs midnight to midnight in your workspace timezone. Minutes used on a non-calling day count toward the most recent calling day, so no extra cap opens.

Each call is also limited by the agent’s Max call duration. See How Max call duration works.

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Attempts and follow-ups

• A contact gets at most Maximum follow-ups + 1 calls.
• Nedzo waits at least 5 hours between two calls to the same contact. Calls from other campaigns, workflows, and manual dials count toward this gap too.
• Contacts with the fewest attempts are called first. Among those, the one who has waited longest goes first.

How the last call ended decides what happens next: Nedzo does not schedule callbacks. A contact whose call ended in Callback requested lands in the Waiting on callback filter on the campaign’s page, so your team can follow up.

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Running several campaigns at once

Campaigns on the same account share its call slots. Each time a slot frees up, the campaign with the fewest calls in progress gets it, so live campaigns split the slots about evenly. A new campaign gets its share even while older ones are busy. A campaign with no one to call right now leaves its slots to the others. When you pause a campaign, calls already in progress finish. Each call frees its slot as soon as it ends.

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Who gets enrolled

Enrolment comes only from the saved view. You cannot add a contact to a campaign by hand.

• A regular sync pulls in everyone the view matches.
• A contact who stops matching the view is stopped with the reason No longer in the view.
• If the view is deleted, the campaign stops calling and the list shows View unavailable.

To change who is in a campaign, change the view’s filter.

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Start, pause, and delete

Each row on the Campaigns page has an on/off switch next to its status. Hover a status to see what it means and what fixes it.

• Switching on a Draft or Paused campaign makes it Live.
• Switching off a Live, Capped or Out of funds campaign makes it Paused.
• Delete in the … menu stops the campaign and removes it. This cannot be undone.

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Out of funds

Before a campaign claims a contact, Nedzo checks that the account can pay for a call. It can pay when it has included minutes left, money in the wallet, or auto top-up that refills the wallet. When the account can’t pay, the campaign moves to Out of funds:

• No contact is claimed and no call is placed, so contacts don’t pile up failed attempts.
• The contacts stay in the campaign, with their attempts unchanged.
• The campaign goes back to Live on its own once the account can pay again. That happens when you top up, turn on auto top-up, or a new billing period brings back your included minutes.

To fix it, open Settings > Subscription > Billing and add funds on the Wallet tab, or turn on auto top-up. See Wallet. A workspace that reaches its monthly wallet spend limit also stops placing campaign calls, while the rest of the account keeps calling. Its campaigns keep their status and start calling again when the limit resets or the account owner raises it.

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Campaign list

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Campaign page

Click a campaign’s name to see everyone it enrolled. Filter the list by All, Callable, Waiting on callback, Skipped, or Stopped. Skipped contacts can’t be dialled. The badge gives the reason: No phone number, No timezone, On Do Not Disturb (DND), or Suppressed. Stopped contacts were Removed by hand, Stopped over the API, or dropped because they are No longer in the view. To stop calling one contact, click the trash icon on their row and confirm Remove. Only this campaign stops calling them. Other campaigns can still reach them, and it is not the same as Do Not Disturb (DND).

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Example

A dental office wants to fill cancelled slots next week.

1. On Contacts, save a view of patients tagged recall-due.
2. Create a campaign with the office’s booking agent and that view.
3. Set the daily cap to 120 minutes and follow-ups to 2.
4. Pick Mon–Fri and 10:00 AM – 6:30 PM.
5. Switch the campaign on.

Each patient gets up to three calls, at least 5 hours apart, between 10:00 AM and 6:30 PM their time. The campaign stops for the day once it has used 120 talk minutes.