Platform Guides

Campaign Automation & Workflow Builder

Create sophisticated outbound campaigns with visual workflow automation, conditional branching, and intelligent retry strategies.

What is a Campaign?

A campaign is an automated outreach system that calls contacts from a list using your AI agents. With Flametalk's Workflow Builder, you can create complex automation flows that respond intelligently to call outcomes.

Automated Dialing

System calls contacts automatically based on your schedule

Visual Workflows

Drag-and-drop workflow builder for complex automation

Conditional Logic

Branch workflows based on call outcomes

Goal Tracking

Track conversion rates and goal achievement

The Workflow Builder

The Workflow Builder is a visual drag-and-drop interface that lets you design exactly how your campaign should behave. Instead of simple linear campaigns, you can create intelligent flows that adapt based on what happens during each call.

Workflow Components

Trigger Node

The starting point - when a contact enters the campaign

Action Nodes

Make calls, send webhooks, wait, update contact

Condition Nodes

Branch based on call outcome, goal status, contact data

Terminal Nodes

End the workflow - success, failed, or removed

Understanding Call Outcomes

Every call in your campaign results in one of these outcomes. Your workflow can branch differently based on each:

Outcome	Description	Typical Action
Goal Reached	Contact answered and the agent achieved the campaign goal	Mark success, send webhook to CRM
Answered - No Goal	Contact answered but goal wasn't achieved (interested, callback, etc.)	Schedule follow-up call
No Answer	Call rang but wasn't answered (rang out or voicemail)	Retry after delay
Busy	Line was busy	Retry sooner (30 min)
Failed	Technical failure (invalid number, carrier issue)	Mark as failed, alert team
DNC Requested	Contact asked to be removed from calling	Add to DNC list, stop campaign

Building Your First Workflow

Let's build a complete workflow step by step. We'll create a lead qualification campaign that calls contacts, handles various outcomes, and retries appropriately.

Create Campaign & Open Workflow Builder

a
Navigate to Campaigns in the sidebar
b
Click + New Campaign
c
Name your campaign and select the outbound channel
d
Click Open Workflow Builder

Add the Trigger Node

Every workflow starts with a Trigger Node. This is automatically added when you create a new workflow. The trigger fires when:

Contact Enrolled Trigger

• A contact is imported into the campaign
• A contact is added via API
• A contact is enrolled from another workflow

Add a "Make Call" Action

a
Click the + button below the trigger
b
Select Make Call from the action menu
c
Configure the call action:

Make Call Action Settings

Agent

Select which AI agent will handle the call

Goal

Define what success looks like (e.g., "Schedule appointment")

Max Duration

Maximum call length (recommended: 5-10 min)

Context Variables

Pass contact data to the agent (name, company, etc.)

Add a Condition Node for Call Outcome

After the call action, add a condition to branch based on what happened:

a
Click + below the Make Call action
b
Select Condition
c
Choose Call Outcome as the condition type

Call Outcome Condition

This creates multiple branches - one for each possible outcome:

Goal ReachedAnsweredNo AnswerBusyFailedDNC

Configure Each Branch

Now connect each outcome to the appropriate next step:

Goal Reached → Success Terminal

1. Click the "Goal Reached" branch output
2. Add a Send Webhook action to notify your CRM
3. Add a Success Terminal to end the workflow

Example Webhook Payload:

json

{
  "event": "goal_reached",
  "contact_id": "{{contact.id}}",
  "phone": "{{contact.phone}}",
  "outcome": "{{call.outcome}}",
  "call_duration": "{{call.duration}}",
  "transcript_url": "{{call.transcript_url}}"
}

No Answer → Wait & Retry

1. Click the "No Answer" branch output
2. Add a Check Attempts condition
3. If attempts < 3: Add Wait (2 hours) then loop back to Make Call
4. If attempts ≥ 3: Add Failed Terminal

Answered (No Goal) → Callback Flow

1. Click the "Answered" branch output
2. Add Check Call Tags condition
3. If "callback_requested": Add Wait (24 hours) then Make Call again
4. If "not_interested": Add Removed Terminal
5. Otherwise: Add Wait (1 week) then retry

DNC Requested → Remove

1. Click the "DNC" branch output
2. Add Update Contact action to mark as DNC
3. Add Removed Terminal

Advanced Workflow Patterns

Multi-Touch Campaign Pattern

Combine voice calls with other channels for higher engagement:

Day 1: First call attempt

Wait 4 hours

Send WhatsApp message

Wait 24 hours

Day 2: Second call attempt

Time-Based Routing

Route contacts to different flows based on the time of day or day of week:

Time-Based Condition

Condition: Current Time
├── 9 AM - 12 PM → Call immediately (morning batch)
├── 12 PM - 2 PM → Wait 2 hours (lunch break)
├── 2 PM - 6 PM → Call immediately (afternoon batch)
└── 6 PM - 9 PM → Route to evening agent

Lead Priority Scoring

Use contact properties to prioritize high-value leads:

Priority Condition

Condition: Contact Score
├── Score > 80 → Call immediately (hot lead)
│   └── Max retries: 5
├── Score 50-80 → Call within 4 hours (warm lead)
│   └── Max retries: 3
└── Score < 50 → Call within 24 hours (cold lead)
    └── Max retries: 2

Workflow Actions Reference

Action	Description	Key Settings
Make Call	Initiate an outbound call to the contact	Agent, Goal, Max duration, Context
Wait	Pause workflow for specified duration	Duration (minutes/hours/days)
Send Webhook	POST data to an external URL	URL, Payload template, Headers
Update Contact	Modify contact properties or tags	Fields to update, Tags to add/remove
Send WhatsApp	Send WhatsApp template message	Channel, Template, Variables
Enroll in Campaign	Add contact to a different campaign	Target campaign, Transfer data

Workflow Conditions Reference

Condition	Branches On	Use Case
Call Outcome	Goal reached, Answered, No answer, Busy, Failed, DNC	Primary routing after calls
Attempt Count	Number comparisons (<, =, >)	Limit retry attempts
Contact Property	Any contact field value	Segment-based routing
Call Tags	Tags extracted from call	Route by conversation outcome
Time of Day	Time ranges	Business hours routing
Day of Week	Specific days	Weekend handling

Prerequisites

A deployed agent (see Creating Your First Agent)
A configured voice channel (see Voice Channel Setup)
A list of contacts to call
Defined goals for your agent (see Goals & Evaluation)

Scheduling & Rate Limits

Business Hours

Day	Recommended
Mon - Fri	9 AM - 8 PM
Saturday	10 AM - 4 PM
Sunday	Usually disabled

Rate Limits

Concurrent Calls

Max calls at the same time

Recommended: 5-10

Calls Per Minute

Rate of new call initiation

Recommended: 10-20

Carrier Considerations

Setting rates too high may trigger carrier spam detection. Start conservatively and increase gradually while monitoring answer rates.

Monitoring Your Campaign

Track campaign progress in real-time from the campaign dashboard.

1,234

Total Contacts

456

Completed

Goals Reached

In Progress

API Integration

Control campaigns programmatically using the Campaigns API.

Start a Campaign via API

bash

curl -X POST https://dev.flametalk.ai/v1/campaigns/camp_xxx/start \
  -H "Authorization: Bearer sk_xxx_xxx"

Enroll Contact via API

bash

curl -X POST https://dev.flametalk.ai/v1/campaigns/camp_xxx/contacts \
  -H "Authorization: Bearer sk_xxx_xxx" \
  -H "Content-Type: application/json" \
  -d '{
    "phone": "+15551234567",
    "name": "John Smith",
    "company": "Acme Corp",
    "priority": "high"
  }'

View full Campaigns API documentation

Best Practices

Start Small, Then Scale

Test with 50-100 contacts first. Review transcripts, refine your agent, then scale up to larger batches.

Use Goals & Competencies

Define clear goals for each campaign and track agent competencies. This helps identify where your agent needs improvement.

Limit Retry Attempts

3 attempts is usually optimal. More attempts have diminishing returns and can hurt carrier reputation.

Respect Contact Preferences

Honor DNC requests immediately. Flametalk automatically marks contacts who request removal.

Next Steps

Goals & Evaluation

Define goals and track agent competencies for continuous improvement.

Contact Management

Learn how to organize and segment your contacts for better campaigns.

Analytics & Reporting

Dive deep into campaign performance metrics.

AnteriorWhatsApp Channel SiguienteContact Management

Platform Guides

Campaign Automation & Workflow Builder

Create sophisticated outbound campaigns with visual workflow automation, conditional branching, and intelligent retry strategies.

What is a Campaign?

Automated Dialing

System calls contacts automatically based on your schedule

Visual Workflows

Drag-and-drop workflow builder for complex automation

Conditional Logic

Branch workflows based on call outcomes

Goal Tracking

Track conversion rates and goal achievement

The Workflow Builder

Workflow Components

Trigger Node

The starting point - when a contact enters the campaign

Action Nodes

Make calls, send webhooks, wait, update contact

Condition Nodes

Branch based on call outcome, goal status, contact data

Terminal Nodes

End the workflow - success, failed, or removed

Understanding Call Outcomes

Every call in your campaign results in one of these outcomes. Your workflow can branch differently based on each:

Outcome	Description	Typical Action
Goal Reached	Contact answered and the agent achieved the campaign goal	Mark success, send webhook to CRM
Answered - No Goal	Contact answered but goal wasn't achieved (interested, callback, etc.)	Schedule follow-up call
No Answer	Call rang but wasn't answered (rang out or voicemail)	Retry after delay
Busy	Line was busy	Retry sooner (30 min)
Failed	Technical failure (invalid number, carrier issue)	Mark as failed, alert team
DNC Requested	Contact asked to be removed from calling	Add to DNC list, stop campaign

Building Your First Workflow

Let's build a complete workflow step by step. We'll create a lead qualification campaign that calls contacts, handles various outcomes, and retries appropriately.

Create Campaign & Open Workflow Builder

a
Navigate to Campaigns in the sidebar
b
Click + New Campaign
c
Name your campaign and select the outbound channel
d
Click Open Workflow Builder

Add the Trigger Node

Every workflow starts with a Trigger Node. This is automatically added when you create a new workflow. The trigger fires when:

Contact Enrolled Trigger

• A contact is imported into the campaign
• A contact is added via API
• A contact is enrolled from another workflow

Add a "Make Call" Action

a
Click the + button below the trigger
b
Select Make Call from the action menu
c
Configure the call action:

Make Call Action Settings

Agent

Select which AI agent will handle the call

Goal

Define what success looks like (e.g., "Schedule appointment")

Max Duration

Maximum call length (recommended: 5-10 min)

Context Variables

Pass contact data to the agent (name, company, etc.)

Add a Condition Node for Call Outcome

After the call action, add a condition to branch based on what happened:

a
Click + below the Make Call action
b
Select Condition
c
Choose Call Outcome as the condition type

Call Outcome Condition

This creates multiple branches - one for each possible outcome:

Goal ReachedAnsweredNo AnswerBusyFailedDNC

Configure Each Branch

Now connect each outcome to the appropriate next step:

Goal Reached → Success Terminal

1. Click the "Goal Reached" branch output
2. Add a Send Webhook action to notify your CRM
3. Add a Success Terminal to end the workflow

Example Webhook Payload:

json

{
  "event": "goal_reached",
  "contact_id": "{{contact.id}}",
  "phone": "{{contact.phone}}",
  "outcome": "{{call.outcome}}",
  "call_duration": "{{call.duration}}",
  "transcript_url": "{{call.transcript_url}}"
}

No Answer → Wait & Retry

1. Click the "No Answer" branch output
2. Add a Check Attempts condition
3. If attempts < 3: Add Wait (2 hours) then loop back to Make Call
4. If attempts ≥ 3: Add Failed Terminal

Answered (No Goal) → Callback Flow

1. Click the "Answered" branch output
2. Add Check Call Tags condition
3. If "callback_requested": Add Wait (24 hours) then Make Call again
4. If "not_interested": Add Removed Terminal
5. Otherwise: Add Wait (1 week) then retry

DNC Requested → Remove

1. Click the "DNC" branch output
2. Add Update Contact action to mark as DNC
3. Add Removed Terminal

Advanced Workflow Patterns

Multi-Touch Campaign Pattern

Combine voice calls with other channels for higher engagement:

Day 1: First call attempt

Wait 4 hours

Send WhatsApp message

Wait 24 hours

Day 2: Second call attempt

Time-Based Routing

Route contacts to different flows based on the time of day or day of week:

Time-Based Condition

Condition: Current Time
├── 9 AM - 12 PM → Call immediately (morning batch)
├── 12 PM - 2 PM → Wait 2 hours (lunch break)
├── 2 PM - 6 PM → Call immediately (afternoon batch)
└── 6 PM - 9 PM → Route to evening agent

Lead Priority Scoring

Use contact properties to prioritize high-value leads:

Priority Condition

Condition: Contact Score
├── Score > 80 → Call immediately (hot lead)
│   └── Max retries: 5
├── Score 50-80 → Call within 4 hours (warm lead)
│   └── Max retries: 3
└── Score < 50 → Call within 24 hours (cold lead)
    └── Max retries: 2

Workflow Actions Reference

Action	Description	Key Settings
Make Call	Initiate an outbound call to the contact	Agent, Goal, Max duration, Context
Wait	Pause workflow for specified duration	Duration (minutes/hours/days)
Send Webhook	POST data to an external URL	URL, Payload template, Headers
Update Contact	Modify contact properties or tags	Fields to update, Tags to add/remove
Send WhatsApp	Send WhatsApp template message	Channel, Template, Variables
Enroll in Campaign	Add contact to a different campaign	Target campaign, Transfer data

Workflow Conditions Reference

Condition	Branches On	Use Case
Call Outcome	Goal reached, Answered, No answer, Busy, Failed, DNC	Primary routing after calls
Attempt Count	Number comparisons (<, =, >)	Limit retry attempts
Contact Property	Any contact field value	Segment-based routing
Call Tags	Tags extracted from call	Route by conversation outcome
Time of Day	Time ranges	Business hours routing
Day of Week	Specific days	Weekend handling

Prerequisites

A deployed agent (see Creating Your First Agent)
A configured voice channel (see Voice Channel Setup)
A list of contacts to call
Defined goals for your agent (see Goals & Evaluation)

Scheduling & Rate Limits

Business Hours

Day	Recommended
Mon - Fri	9 AM - 8 PM
Saturday	10 AM - 4 PM
Sunday	Usually disabled

Rate Limits

Concurrent Calls

Max calls at the same time

Recommended: 5-10

Calls Per Minute

Rate of new call initiation

Recommended: 10-20

Carrier Considerations

Setting rates too high may trigger carrier spam detection. Start conservatively and increase gradually while monitoring answer rates.

Monitoring Your Campaign

Track campaign progress in real-time from the campaign dashboard.

1,234

Total Contacts

456

Completed

Goals Reached

In Progress

API Integration

Control campaigns programmatically using the Campaigns API.

Start a Campaign via API

bash

curl -X POST https://dev.flametalk.ai/v1/campaigns/camp_xxx/start \
  -H "Authorization: Bearer sk_xxx_xxx"

Enroll Contact via API

bash

curl -X POST https://dev.flametalk.ai/v1/campaigns/camp_xxx/contacts \
  -H "Authorization: Bearer sk_xxx_xxx" \
  -H "Content-Type: application/json" \
  -d '{
    "phone": "+15551234567",
    "name": "John Smith",
    "company": "Acme Corp",
    "priority": "high"
  }'

View full Campaigns API documentation

Best Practices

Start Small, Then Scale

Test with 50-100 contacts first. Review transcripts, refine your agent, then scale up to larger batches.

Use Goals & Competencies

Define clear goals for each campaign and track agent competencies. This helps identify where your agent needs improvement.

Limit Retry Attempts

3 attempts is usually optimal. More attempts have diminishing returns and can hurt carrier reputation.

Respect Contact Preferences

Honor DNC requests immediately. Flametalk automatically marks contacts who request removal.

Next Steps

Goals & Evaluation

Define goals and track agent competencies for continuous improvement.

Contact Management

Learn how to organize and segment your contacts for better campaigns.

Analytics & Reporting

Dive deep into campaign performance metrics.

AnteriorWhatsApp Channel SiguienteContact Management