Create an outbound campaign - Amazon Connect

Create an outbound campaign

Contact centers send outbound campaigns to customers for a variety of reasons, such as appointment reminders, telemarketing, subscription renewals, and debt collection. By using Amazon Pinpoint Journeys and Amazon Connect, you can create outbound campaigns for voice, SMS, and email.

There are two ways you can create an outbound campaign:

  • Use Amazon Connect console and Amazon Pinpoint. This topic provides instructions.

  • Use the Amazon Connect Outbound Campaigns API. For more information, see Best practices for using PutDialRequestBatch for outbound campaign calling in the Amazon Connect Outbound Campaigns API Reference.

    Note
    • You can't update the name of the outbound queue by using the API.

    • When you create a campaign by using the API: For users to be able to view or edit a campaign at a later date by using the Amazon Connect user interface, you must add the instance ID as a tag.

How to create an outbound campaign

  1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/.

  2. On the left navigation menu, choose Outbound campaigns, and then choose Create campaign.

  3. In the Campaign details section, specify the name, as shown in the following image.

    
       The Create campaign page, an arrow pointing to the Campaign details section.
  4. In the Outbound configuration section, select the published flow you created for outbound campaigns (a flow that includes a Check call progress block), as shown in the following image.

    
       The outbound configuration section, the flow dropdown list and queue dropdown
        list.
  5. If you plan on using Predictive or Progressive dialer types, specify a queue to associate with this campaign. A queue is required only for Predictive and Progressive dialer types.

  6. Answering machine detection is enabled by default. If desired, you can choose to disable it.

    Note

    To reduce call connection latency between your customers and available agents we recommend disabling the use of answering machine detection.

    If you disable answering machine detection, and if your flow includes the Check call progress block, the contact is routed down the Error branch.

    If answering machine detection is enabled then this metric counts the number of calls answered by a human. If answering machine detection is disabled then this metric will include both calls answered by a human and calls answered by a machine. This is technically less accurate given that we can no longer differentiate whether a human or machine answered the call. For more information, see Activity-Level Engagement Metrics in the Amazon Pinpoint documentation.

  7. Choose a phone number to be shown as caller ID when making outbound calls. The outbound phone number is specified for a queue.

    Important
    • You must use a phone number that has been ported to your Amazon Connect instance, or claimed from Amazon Connect.

    • Telecom regulations in certain countries dictate use of phone numbers from specific carriers for outbound calling. For more information, see the Amazon Connect Telecoms Country Coverage Guide to learn more.

  8. In the Dialer type section, choose a dialer type.

    
       The outbound configuration section, the flow dropdown list and queue dropdown
        list.
  9. If you're using a Predictive or Progressive dialer type, choose the Agent bandwidth allocation. This setting applies to Predictive and Progressive dialer types only. It doesn't apply to Agentless mode.

  10. Choose Dialing capacity.

  11. Open the Amazon Pinpoint console (https://console.aws.amazon.com/pinpoint/) and Create a journey, using the name of the campaign that you created in Amazon Connect.

  12. Associate this campaign to a customer journey on Amazon Pinpoint to start making high-volume outbound calls.

Campaign state

After a campaign is running, you can pause or stop it. You can also delete a campaign at any time.

Following is a description of each campaign state:

  • Created – The campaign is created.

  • Running – The campaign as running.

  • Paused – The campaign is paused until it is resumed.

  • Stopped – The campaign is stopped. You can't resume a campaign that is stopped.

  • Failed – An error state caused the campaign to fail.