Create a Campaign from a Template

Templates are the fastest way to get a campaign running. Each one comes with a script that's already been through thousands of calls, a cadence of calls and texts, and (for a lot of them) an automation that adds the right members on its own. You pick it, make a few choices, and turn it on.

TL;DR

1. Pick your template(s) from **Campaigns

   Create Campaign > Voice AI campaign**.

2. Review the script in the Employees tab.
3. Set up your escalations: where transfers go and which calendar gets booked.
4. Review the cadence in the Pulse tab.
5. Decide who gets called: an automation, people you add, or both.
6. Test it and turn it on.

Step 1: Pick your template(s)

Your new campaign starts as a Draft. Nobody gets called or texted until you click Activate.

What you get

Creating from a template sets up everything the campaign needs:

• The AI employees with their scripts (usually one for daytime calls, one for after hours, and one for appointment callbacks).
• The Pulse, the cadence of calls and texts, already published.
• Any text messages the Pulse sends.
• The automation that adds members, if the template has one. It's switched on right away (more on why that matters in Step 5).
• Dispositions, the call outcomes the Pulse routes on.
• Caller ID. Most templates call from your agency's main number (the one your Receptionist answers). You can switch a campaign to its own number on the Phone Numbers tab while it isn't active.

What it doesn't set up is anything that's specific to your agency: where transfers go and which calendar gets booked. That's Step 3.

Step 2: Review the script

Open the campaign's Employees tab and ask careCycle to walk you through the call: "What's the happy path?" "What does it say if they're busy?" If you want it to sound different, just tell it.

Not sure what the template says? The brief for every template in the Template Library has it all written out.

See Edit Your AI with Employees.

Step 3: Set up your escalations

Escalations are what the AI does on a call: transfer the member to your team, book an appointment, or log an inquiry for follow-up. In the Employees tab, click Escalations and point each one somewhere:

• Transfer Call rows need a transfer destination: who picks up when the AI hands off a call.
• Book Appointment rows need an appointment configuration: your calendar, and whether the AI or your agent makes the call at the booked time.
• Log Inquiry needs nothing. Inquiries land in your Inbox and on the Inquiries page, and the member's assigned agent gets notified. See Handle Inquiries and Assign Customers to Agents.

Click Save changes. The campaign won't activate until every Transfer Call and Book Appointment row points somewhere. See Escalations.

Step 4: Review the cadence

Open the Pulse tab to see when the campaign calls and texts, what the texts say, and what the voicemails say. Change anything you want: add a call, change a wait, reword a text. When you're done, click Save, then Publish. Save Draft only saves your work in progress. New members get the published version right away. People already in the campaign switch over between steps, so a step that's already scheduled may still go out the old way. To move them over now, check Move in-progress customers to this version when you publish.

See Pulse, or have Claude or ChatGPT do the heavy lifting with Edit Your Pulse with an LLM.

If the campaign sends texts, make sure your SMS registration is done.

Step 5: Decide who gets called

This is the part that takes the most thought. A campaign only calls the people who are in it, and there are two ways in.

Let the automation do it

Lots of templates come with an automation, like "every active member, 30 days after their effective date" or "whenever a policy moves to Future Cancel." Check the campaign's Automations tab to see exactly what yours does, and change it if you want. Before you turn it on, think through what it'll do to your book:

• Date automations look forward, not back. They check once a night and pick up the people whose date lands on that day. Members whose date already passed won't be picked up. So if you want your existing book to get the campaign too, add them yourself (below).
• Yearly automations hit everyone at once. A "September 8 every year" automation adds every matching member on September 8. That can be your whole book.
• Status automations only catch changes. "When a policy moves to Future Cancel" fires when an existing policy changes to that status. It won't pick up policies that are already in that status, or brand-new policies that arrive already marked that way.

See Automations Explained for the details on every trigger.

Add people yourself

Some templates (like Payment Errors or Silent Client Reconnect) don't have an automation at all, because only you know who should get them. And even with an automation, you'll often want to add your existing book. Do it from the Customers page: filter down to the right people, select them, and click Add to campaign. People you add to a Draft campaign just wait there safely until you activate.

See Add Customers to a Campaign.

Step 6: Test it and turn it on

During your business hours, people in the campaign start getting calls and texts within minutes. Outside your hours, they wait until you open. See How Campaigns Run for everything that happens next.

Common questions