General
The General tab is on every campaign regardless of type. It holds the campaign’s identity, who works it, and what happens to a caller who’s waiting.
Basics
Section titled “Basics”Name — what agents see in their campaign picker. Make it something an agent can recognise at a glance.
Type — Outbound, Inbound, or Blended. Changing it changes which other tabs exist. See Campaigns for what each type does.
Assigned agents
Section titled “Assigned agents”Tick the agents who may work this campaign. An unticked agent won’t see it in their picker.
Ticking stages the change — it isn’t saved until you press Save changes.
Assignment controls what an agent can see and join. An agent can only pick a campaign they’re assigned to; admins see every campaign regardless.
While callers wait
Section titled “While callers wait”This card governs anyone sitting in the campaign’s queue — both inbound callers and outbound calls that got answered while every agent was busy. It applies to outbound campaigns too, which surprises people: if your dial pace overshoots, the person who picked up is a caller waiting in your queue.
Max queue time (minutes)
Section titled “Max queue time (minutes)”The longest a caller waits for an agent before the campaign gives up on them. Maximum 60 minutes.
Set it to 0 and nobody waits at all — the action below runs the moment the caller arrives. That’s a deliberate configuration, not a broken one: it’s how you make a campaign that never holds anyone, sending every unanswerable call straight to voicemail or a transfer.
When the wait runs out
Section titled “When the wait runs out”What happens to a caller who reaches Max queue time without getting an agent.
| Action | What the caller gets |
|---|---|
| Hang up (missed) | The call ends. It’s recorded as missed. |
| Transfer to a number | Forwarded to a number you specify |
| Voicemail | Your greeting plays, then they can leave a message |
| Play message, then hang up | A message plays, then the call ends |
Transfer to a number, Voicemail and Play message, then hang up each reveal an extra field for the destination number, the greeting, or the message.
Hold music
Section titled “Hold music”What callers hear while they’re waiting. The default is a licensed loop that’s cleared for this use — leave it alone unless you have your own audio and the rights to play it. Your own files come from the Media Library.