Building an Outbound Campaign

The Outbound Builder is a full-screen workspace where you design multi-step automated workflows. This guide covers the builder layout, available step types, and how to assemble your workflow.

Opening the Builder

Click New campaign on the Outbound list page, or click Edit on an existing workflow card. The builder fills the entire screen with three main areas.

Builder Layout

The top bar includes:

  • Back arrow -- Return to the outbound list (you will be prompted if there are unsaved changes).
  • Workflow name -- Click to edit the name inline.
  • Versions button -- Open the versions drawer to view and restore previous saves.
  • Runs button -- Open the runs drawer to see execution history for this workflow.
  • Export button -- Download the workflow definition as a file.
  • On/Off toggle -- Activate or deactivate the workflow directly from the builder (not shown for brand-new workflows until after the first save).
  • Save button -- Save the current version. If there are validation errors, a modal shows the issues to fix.

A yellow unsaved changes banner appears below the header whenever you have made edits that have not been saved.

Actions Sidebar (Left)

The sidebar lists all available step types you can add to your workflow. Click any action to configure it and add it to the canvas.

You can collapse the sidebar by clicking the fold icon at the top, and expand it again with the floating circle button.

When a Condition step exists in the workflow, you must add new steps to a specific branch. The sidebar will display a message: "Click Add Step in a branch to continue."

Workflow Canvas (Center)

The main area displays your workflow as a visual flow:

  • Trigger card at the top -- Click to edit enrollment rules.
  • Step cards below -- Each step shows its type icon, name, and a summary of its configuration.
  • Add step (+) buttons appear between steps and at the end of branches.
  • Condition branches split the flow into Yes and No paths.

You can pan the canvas by clicking and dragging on the background, and step cards can be clicked to edit or deleted with the delete button.

Step Types

Delay

Wait a specified amount of time before moving to the next step. Configure the duration in minutes, hours, or days.

Send SMS

Send a text message to the contact. Configure:

  • Recipient -- Defaults to the contact's phone number. Supports CRM variable tokens.
  • Message body -- The text content. You can insert CRM variable placeholders that will be personalized for each contact.
  • Agent -- Select which agent sends the message.

Send Email

Send an automated email. Configure:

  • Subject line -- The email subject.
  • Body -- The email content.
  • Sender -- Choose which user account sends the email.
  • Recipient -- Defaults to the contact's email. Supports CRM variable tokens.

Call

Make an automated outbound phone call. Configure:

  • Agent -- Select which AI agent makes the call.
  • Goal -- Describe the purpose of the call.
  • Greeting phrase -- What the agent says when the contact picks up.
  • Schedule -- Set calling hours (start/end time), timezone, and active days of the week.
  • Max retries -- How many times to retry if the contact does not answer.
  • Workflows -- Optionally attach intake workflows to the call.

Condition

Split the workflow into two paths based on CRM data. Configure:

  • Filter rules -- One or more conditions that check contact properties (e.g., "City equals Los Angeles").
  • Logic -- Connect multiple conditions with AND or OR.

Contacts matching the conditions follow the Yes branch. All others follow the No branch. Each branch can contain its own set of steps.

Update Customer

Modify CRM fields for the contact. Configure one or more field updates, choosing the CRM variable and the new value.

Slack

Send a Slack message when a contact reaches this step. Configure:

  • Workspace and channel -- Choose the connected Slack workspace and the channel to post in.
  • Message -- The message text. Supports CRM variable tokens (e.g., {{contact.name}}).

Zapier

Trigger a Zapier workflow via webhook. Configure:

  • Webhook URL -- The Zapier catch-hook URL to call.
  • Payload -- The JSON body sent to Zapier. Supports CRM variable tokens.
  • Timeout -- How long to wait for a response before moving on.

API Request

Send data to an external API. Configure:

  • Method and URL -- The HTTP method (e.g., GET, POST) and endpoint to call.
  • Headers -- Optional request headers.
  • Body -- The request body.
  • Timeout -- How long to wait for a response before moving on.

Code

Run custom code logic within the workflow. Configure:

  • Language -- The language to run (Python by default).
  • Code -- The code to execute.
  • Output fields -- Values your code returns that later steps can use.

Saving and Validation

Click Save in the header to save your workflow. The builder validates your workflow before saving:

  • Errors block the save and display a list of issues to fix (e.g., missing required fields, unnamed workflow).
  • Warnings let you choose to Save Anyway or Go Back to fix them.

Each save creates a new version. You can view and restore previous versions from the Versions drawer.

Viewing Run History

Click Runs in the header to open the runs drawer. This shows a list of all contacts who have entered the workflow, along with their execution status and step-by-step trace.

Next Steps