Campaigns Explained

Campaigns are the core building block in careCycle. Almost everything else (Pulse workflows, automations, transfer destinations, appointment settings) exists to support a campaign. This page explains how campaigns are structured and how they run.

What is a Campaign?

A campaign brings together a few key elements into one place:

• A set of customers that meet a certain condition
• Who does the talking: an AI employee or your own agents
• A Pulse workflow that decides when to call and text
• Your settings for transfers, appointments, and escalation

The Four Choices That Define a Campaign

Every campaign is a combination of four choices:

1. Who talks. A Voice AI campaign puts a trained AI employee on the phone. An agent-first campaign paces outbound dialing to your own agents' availability and connects them through the careCycle softphone. On normal outbound calls, careCycle dials the customer first, runs mandatory answering machine detection (AMD), and rings agents only after confirming a live person. Requested callbacks are the exception: the agent accepts first, then careCycle dials the customer.

2. Which direction. Inbound campaigns answer calls (your Receptionist is the always-on inbound campaign). Outbound campaigns place them. Direction is fixed when the campaign is created: an inbound campaign cannot later be changed to outbound, or vice versa.

3. What job it does. Campaigns are grouped into suites that match how your business thinks: Retention (welcome calls, check-ins, plan-year touchpoints), Sales (prequalification and speed-to-lead), and Revenue (cross-sell and ancillary revenue on your existing book).

4. Journey or notification. A journey campaign owns a customer's multi-step sequence: one journey at a time per customer. A notification campaign is a one-off touch (a reminder, an announcement) that rides alongside whatever journey the customer is already in without interrupting it.

How Customers Enter: Automations

Every campaign fills itself through campaign automations: rules that tell careCycle when to add customer records into the campaign.

Example: For welcome calls, you may want to trigger a new member welcome call 24 hours after the enrollment date. You can configure this under your campaign's Automations tab by setting the trigger to be time-based: 24 hours after enrollment date.

Triggers can be:

• Time-based: e.g. X hours after enrollment date, a customer's birthday, or a fixed date each year
• Event-based: e.g. a new policy is created or a policy status changes

Automations are also how campaigns chain together: when one campaign completes, an automation can enroll the customer into the next one. That chain is what turns individual campaigns into a member journey.

The Campaign Lifecycle

A campaign moves through a set of statuses:

You control status from the campaign's Overview tab, alongside start and end dates and the maximum number of concurrent calls.

Pulse at a Glance

Pulse is the omnichannel workflow builder that brings all of a campaign's communications together in one place. Within Pulse you can set time delays, loop conditions, contact cadences, and SMS messages. Call steps route customers based on dispositions (the outcome of each call, determined automatically for Voice AI campaigns or set by your agent at wrap-up for agent-first campaigns). Deterministic system outcomes such as No Answer and Voicemail are set automatically for both campaign kinds. For example, "No Contact" can trigger an SMS or a redial.

Explore Campaigns