Voice Campaign Manager

Voice Campaign Manager is a built-in outbound calling tool available inside the EnableX Portal. It lets you reach a list of contacts with a personalised voice message — using Text-to-Speech or a pre-recorded audio file — with optional DTMF keypress interaction, scheduling, retry logic, and per-call analytics. No code is required to run a campaign.

The tool runs within your EnableX project and uses your project's Voice service credentials and provisioned phone numbers. You create a campaign through a five-step wizard, confirm the cost estimate before launch, and monitor results in the Campaign Dashboard.

Before You Start

Ensure the following are ready before entering the campaign wizard:

• An EnableX project with the Voice service enabled.
• At least one virtual phone number (DID) provisioned under the project — this is the caller ID your recipients will see. See Phone Numbers.
• A contact list — a CSV file with phone numbers, names, and any custom data fields you plan to merge into the voice message.
• Your voice content decided — either the message text for Text-to-Speech, or a pre-recorded audio file.
• Sufficient Voice Credit balance to cover the estimated call volume.

Campaign Setup Wizard

From the Portal, open your project, navigate to Voice Campaigns, and click Create Voice Campaign. The wizard guides you through five steps. You can review and go back to any earlier step before confirming launch.

Step 1 — Campaign Details

This step names the campaign and ties it to a specific project and outbound number.

• Campaign Name — a label that identifies this campaign inside the Portal, for example "Q1 Customer Survey" or "April EMI Reminder." It appears in your campaign list, dashboard header, and export files.
• Project — select the EnableX project under which this campaign runs. The campaign will use that project's Voice service credentials and billing.
• Caller ID / Phone Number — select one of the virtual numbers provisioned under the chosen project. This is the number your recipients will see on their incoming call screen. If your project has multiple DIDs, you choose which one to use for this campaign.

Step 2 — Contacts

Contacts are the people your campaign will call. You bring them in through one of two modes, selectable by tab.

Upload CSV

Upload a new CSV file and give the list a name. The name lets you identify and reuse it in future campaigns without re-uploading. Once uploaded, the list is saved under your project for later selection.

The CSV must contain at minimum a phone number column. Every additional column you include — name, account number, due amount, appointment date, policy number, or any other field — becomes a custom data field available for merging into your voice content.

Select a Saved Contact List

If contact lists have been uploaded previously under this project, they appear here for selection along with their contact count. Selecting an existing list avoids re-uploading and is the standard approach for recurring campaigns that target the same audience.

Custom Fields and Data Merging

Any column in your CSV beyond the phone number is available as a named placeholder in your voice message. When a call is placed to a contact, the platform substitutes each placeholder with that specific contact's field value before generating or playing the audio. Every call in the campaign can therefore deliver a personalised, contextually relevant message — at any scale.

For example, a payment reminder campaign might use:

"Hello [first_name], your EMI of [due_amount] rupees is due on [due_date]. Press 1 to speak with our team, or press 2 to schedule a callback."

Each recipient hears their own name, amount, and date — merged live at call time from the same CSV, with no manual effort per contact.

The First Batch

The contact set you define here becomes the first batch of the campaign. A campaign can be run again later with a fresh batch of contacts using a shorter sub-wizard from the Campaign Dashboard. Each batch is tracked independently in the analytics. See Campaign Batches.

Step 3 — Voice Content

This is where you define what your recipients hear. The step is structured in three parts: a Welcome Message, a Main Pitch, and an optional DTMF / IVR Menu for interactive response collection. All three are authored in the same step; the DTMF section can be toggled on or off.

Two delivery modes are available — select the tab that matches your content type. The form adapts to show only the inputs relevant to the selected mode.

Text-to-Speech Mode

In TTS mode, you type the message text and the platform synthesises speech at call time. Before writing your content, configure the TTS voice:

• Model — the speech synthesis engine, for example Google WaveNet. Higher-quality models produce more natural-sounding voice.
• Language — the language and locale of the speech, for example English (US) or Hindi (IN).
• Voice — male or female voice for the selected language.

Custom field placeholders from your contact CSV are fully supported in TTS content. Use the field names from your CSV as placeholders — for example [first_name] or [due_amount] — and each call will have those values substituted before the text is synthesised.

Audio File Upload Mode

In upload mode, you provide a pre-recorded audio file that plays to every recipient exactly as recorded. This is suited to campaigns where a specific voice, production quality, regulatory disclosure, or brand-specific recording is required.

Data merge placeholders are not available in audio file mode — the same file plays to all contacts. If you need per-contact personalisation, use TTS mode instead.

Welcome Message

The Welcome Message is the first thing a recipient hears when they answer the call. It identifies who is calling and sets context — for example, the company name and the purpose of the call. Keep it brief: a long opening increases the chance the recipient hangs up before reaching the main message.

Main Pitch

The Main Pitch is the core content of the call — the offer, reminder, survey question, alert, or information you are delivering. This is where data merging has the most impact: personalising the pitch with the recipient's specific details (account balance, appointment time, product name) makes the message relevant and increases engagement.

If DTMF input is enabled, the Main Pitch typically ends with the keypress instructions — for example, "Press 1 to speak with our team, press 2 to schedule a callback, or press 9 to opt out."

DTMF / IVR Menu (Optional)

Enabling the DTMF / IVR toggle converts your campaign from a one-way broadcast into an interactive call. After the Main Pitch plays, the system waits for the recipient to press a key on their phone keypad and routes the call accordingly. This makes campaigns significantly more actionable — recipients can self-identify as interested, opt out, request a callback, or repeat the message, all without any human agent involvement.

You configure the following when DTMF is enabled:

• Key Action Mappings — for each keypress (0–9, *, #), define what the system does when the recipient presses that key. Available actions include:
  • Transfer to Number — connect the call to a live agent or team phone number.
  • Schedule Callback — log the contact for a callback at a later time.
  • Repeat Message — replay the Main Pitch for the recipient.
  • Opt Out — record the contact as opted out and end the call.
  You can map as many keys as needed. Unmapped keys trigger the Invalid Input handling.
• No Input Timeout — the number of seconds the system waits after the Main Pitch ends before treating the silence as no input. If this timeout elapses without a keypress, the system plays the Timeout Message and ends the call.
• Timeout Message — the text or audio played when no input is received within the timeout window. For example: "We did not receive your input. Please try again later."
• Invalid Input Message — the text or audio played when the recipient presses a key that has no mapped action. For example: "That is not a valid option. Please listen to the menu and try again."
• Retry / Replay Count — how many times the system re-plays the Main Pitch if no valid input is received (due to timeout or invalid key). Configurable from 1 to 5. After all retries are exhausted, the system plays the final Retry Message and ends the call.
• Retry Message — the audio played after all retry attempts have been exhausted. For example: "Thank you for your time. Goodbye."

Step 4 — Schedule

The Schedule step controls when the campaign begins placing calls. Two options are available:

• Send Now — the campaign launches immediately after confirmation in Step 5. Use this for time-sensitive communications where reaching contacts as soon as possible is the priority.
• Schedule for Later — select a specific future date, time, and timezone. The campaign will remain in a scheduled state until the specified time, at which point EnableX begins placing calls automatically. Use this to align the campaign with business hours, team readiness, or a specific event date.

Step 5 — Review & Send

The Review step presents a complete summary of everything configured across the previous steps. Before you confirm the launch, you can see and verify:

• Campaign name, project, and caller ID.
• Scheduled date, time, and timezone.
• Voice content mode, TTS model, language, and voice.
• IVR / DTMF key mapping summary — which key triggers which action.
• Cost Estimate — an estimated total call cost calculated from the contact count, average call duration, and your Voice service rate. The estimated amount will be deducted from your Voice Credit balance when the campaign runs. Review this figure before confirming.

If any detail needs changing, use the back navigation to return to the relevant step. When everything is correct, click Schedule Campaign. A confirmation modal summarises the campaign one final time. Click Confirm & Schedule to submit.

On successful submission, a confirmation screen shows the campaign name, audience size, start time, voice configuration, caller ID, and confirmed cost. From here you can download a PDF summary, save the details to reports, or navigate directly to the Campaign Dashboard.

Campaign Dashboard

After launch, the Campaign Dashboard is your live view into how the campaign is performing. It is accessible from the Voice Campaigns list in the Portal at any time — before, during, and after the campaign runs.

The dashboard header shows the campaign name, its current status (Scheduled, Running, Completed), the total number of batches, the project it belongs to, and the caller ID. Three action buttons are available at the top:

• Export — download all call data for this campaign as a CSV file.
• Duplicate — create a new campaign pre-filled with the same configuration as the current one. Useful for running a similar campaign to a different contact list, or repeating a past campaign with minor changes.
• Run New Batch — add a fresh batch of contacts to this campaign without creating a new one. See Campaign Batches.

Voice Content Panel

A collapsible panel near the top of the dashboard shows the voice content configuration used for this campaign — the delivery mode (Text-to-Speech or Audio File), TTS model, language, and voice. Three tabs let you view the exact content of the Welcome Message, Main Pitch, and DTMF Menu as originally configured. A "View Full Setup" link opens the complete campaign configuration.

Batch History

All execution runs (batches) for the campaign are listed in the Batch History table. Each row shows:

• Batch label (Batch 1, Batch 2, etc.)
• Scheduled date and time
• Status — Scheduled, Running, or Completed
• Total contacts in the batch
• Calls connected (answered)
• Connect rate (percentage of contacts who answered)
• Cost incurred for the batch

Clicking a batch row filters the analytics below to show that batch's data only. The Batch Analytics selector at the top of the metrics section lets you switch between viewing a specific batch or all batches combined.

Summary Metrics

The metrics section shows the key performance numbers for the selected batch or combined across all batches:

Call Outcome Funnel

The Call Outcome Funnel visualises the drop-off at each stage of the call journey, from initiation through to meaningful interaction:

• Initiated — total calls placed.
• Connected (Answered) — calls where the recipient picked up.
• Listened to Full Message — among connected calls, those where the recipient stayed on long enough to hear the complete Main Pitch.
• DTMF Input Received — among connected calls, those where the recipient pressed a key and engaged with the IVR menu.
• Voicemail — calls that reached an answering machine or voicemail rather than a live person.

The funnel reveals where engagement drops off — for example, a high connection rate but low "Listened to Full Message" rate suggests the opening (Welcome Message or Main Pitch) is not holding attention. A low DTMF input rate among listeners may indicate the keypress instructions are unclear or the action options are not compelling.

DTMF Response Breakdown

If DTMF / IVR was enabled for the campaign, this section shows how recipients responded across each configured key. For each key, it shows the action it was mapped to, the count of recipients who pressed that key, and the percentage of total DTMF respondents. Typical keys and actions might look like:

• Key 1 → Connect to Agent
• Key 2 → Schedule Callback
• Key 3 → Repeat Message
• Key 9 → Opt Out

This breakdown identifies which response options are most popular and informs both operational resourcing (how many agents to have ready for transfers) and future campaign design (which offers or choices drive the most engagement).

Failure Analysis

Failed calls are categorised by the reason for failure, with count and percentage for each reason. Common failure categories include:

A high "Invalid Number" count signals that your contact list needs cleaning. A high "Carrier Rejected" count may indicate your contacts include DND-registered numbers and you may need to scrub against a DND registry before the next batch.

Call Duration Distribution

The duration distribution chart shows how call lengths are spread across time buckets (0–15 seconds, 15–30 seconds, 30–45 seconds, 45–60 seconds, and 60+ seconds). This gives you a sense of how long recipients are staying on the call. A concentration in the 0–15 second bucket means many recipients are hanging up almost immediately after answering, which may indicate the Welcome Message needs to be more engaging or the calling time needs to be adjusted.

Audience by Country

If your campaign called contacts across multiple countries, this section breaks down call volume, connect rate, and cost by destination country. This is particularly useful for international campaigns to understand where your message is landing effectively and where the cost-per-connection is highest.

Call Log

The Call Log is a paginated, per-contact record of every call placed in the campaign. Each row shows:

• Destination phone number
• Country
• Call status — Connected, Voicemail, or Failed
• Call duration
• DTMF key pressed (if any)
• Batch the call belonged to
• Cost of that individual call

The log can be filtered by status (All, Connected, Voicemail, Failed) to quickly isolate specific outcome groups. Use Export CSV to download the complete call log for offline analysis, CRM upload, or compliance records.

Campaign Batches

A campaign is not limited to a single run. After the initial launch, you can add new batches of contacts from the Campaign Dashboard using the Run New Batch button. Each new batch goes through a shorter three-step sub-wizard:

1. Contacts — upload a new CSV or select a saved contact list. Custom data field merging works the same way as in the main wizard.
2. Schedule — set the start date and time for this specific batch, independent of the original campaign schedule.
3. Review — confirm the contact count, schedule, and cost estimate, then launch the batch.

The new batch uses the same voice content, DTMF configuration, caller ID, and project as the original campaign. Its results are tracked separately in the Batch History and analytics, allowing you to compare performance across runs.

Common Use Cases

Related Documentation

Voice Campaign Manager runs on top of the EnableX Voice service. The following pages provide deeper context on the underlying platform and configuration: