Best Practices & Troubleshooting
Practical tips for getting the most out of every campaign, plus fixes for the most common issues teams run into.
In this series
Best Practices
Teams that follow these practices consistently see higher connect rates, cleaner data, and fewer support issues.
Use descriptive campaign names
Names like "Loan Renewal – South Region – May 2026" make it easy to search, filter, and audit campaigns weeks after launch. Generic names like "Test" or "Campaign 1" create confusion at scale.
Validate your CSV before uploading
Check for missing phone numbers, inconsistent formatting, and duplicate records. A clean CSV avoids wasted call attempts and incorrect variable values.
Test with a small sample first
Upload 10–20 records, let the campaign run, and listen to a few call recordings. Verify that variable mapping is working correctly and personalisation sounds natural before scaling to your full list.
Schedule during business hours
Answer rates are significantly higher during customer-friendly windows - typically 10 AM to 1 PM and 4 PM to 6 PM local time. Avoid early morning, late evening, and weekends unless your data shows otherwise.
Always enable retries
Most customers miss the first call attempt. A three-attempt retry schedule spread across a few days can improve total connect rate by 25–40%. Never run a campaign without at least one retry.
Keep your DNC list current
Upload a refreshed DNC list before every campaign. Stale lists lead to calls on opted-out numbers, which can trigger regulatory issues and damage customer trust.
Duplicate campaigns for recurring outreach
Instead of recreating the same campaign from scratch each month, use the Duplicate action. Update the CSV and campaign name, then launch. This preserves all your agent, schedule, and compliance settings.
Troubleshooting
If something isn't working as expected, start with the relevant section below before reaching out to support.
CSV upload fails
- File is saved as .csv - not .xls or .xlsx
- File is not corrupted, password-protected, or empty
- Required column headers exist in the first row
- File size is within the upload limit (check the upload screen for the current limit)
Variables not appearing in the mapping step
- CSV headers are in the very first row - not row 2 or below
- Upload completed fully - look for a success confirmation
- Agent variables are configured and saved in the Agent Builder
- Column names in the CSV do not contain special characters or extra spaces
Campaign not starting at the scheduled time
- The scheduled launch time has already passed in the correct timezone
- An agent is selected and its status is Published (not Draft)
- Records were uploaded successfully and mapping was saved
- Campaign status shows "Created" - if it shows "Draft", the campaign was not fully configured
Calls are being placed but personalisation is wrong
- Check variable mapping - confirm each CSV column is mapped to the correct agent variable
- Verify the CSV data itself is correct for the affected records
- Re-test using the Agent Sandbox with a sample record before relaunching
Campaign paused unexpectedly
- Check if the daily calling window end time has been reached - campaign will resume the next day
- Verify your account has sufficient call credit balance
- Check for any system notifications in the dashboard
You've completed the Campaigns series
You now have everything you need to create, run, and optimise Voice AI campaigns at scale.
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