Outbound campaigns with an AI voice agent in a call center: settings, limits and consent

An outbound campaign is the simplest place to try a voice agent in a call center: the script repeats, the result can be counted, and the team does not lose a seat to working through a list half of which will not pick up. It is also the place where it is easiest to get into trouble, because calling people comes with rules.

Below are the settings that decide the result, and the list of things to settle before the first call.

What a campaign with an agent is good for

• Confirmations and reminders: appointments, deliveries, payment dates.
• The first call back to a lead before it goes cold, handing the call to a salesperson when the customer is interested.
• Surveys and data updates with existing customers.
• Reactivating a base, provided you have a legal basis for the contact.

It suits conversations whose whole value lies in negotiation poorly. There the agent can book a call with a person, but should not replace it.

The settings that decide the result

The contact list. You upload a CSV file or link a Google Sheet. The sheet can be re-read every 15 minutes, hour, 6 hours or once a day, so new rows enter the campaign by themselves. Numbers are normalised on import.

The calling window. Monday to Friday, 9 AM to 5 PM by default. The agent does not dial on Polish public holidays, and retries wait for the window too.

Retries. From 1 to 5 extra attempts after no answer, busy or voicemail, at intervals from 15 minutes to 24 hours (an hour by default). There is also a mode that picks the hours with the best answer rate over the last 30 days.

Voicemail. The agent recognises it and hangs up rather than leaving a recording. A text message can be sent after the last failed attempt.

Handing over to a person. When the caller wants specifics, the agent connects them to a consultant. If nobody picks up within 30 seconds, the call returns to the agent, which takes a message.

How many calls at once

The pace of a campaign is set by the number of outbound channels: 2 on the Business plan, 5 on Enterprise, with more available as add-ons. When every line is busy, the contact goes back to the queue and waits for a free one.

A simple estimate: with 5 channels and an average of 2 minutes per attempt (ringing included) the agent makes about 150 attempts an hour. A list of 5,000 numbers in a 9-to-5 window is about four working days for the first pass, without retries. Inbound calls do not use those channels, so the helpline runs as usual meanwhile.

What you need before the agent dials

• A legal basis for the contact. For marketing in Poland that is the person's consent to such contact (Article 398 of the Electronic Communications Law). The company ordering the campaign is responsible for it.
• Disclosure that it is an AI. The person must know they are talking to a bot (Article 50 of the AI Act).
• Company verification. Before the first outbound call we check the company's details, an extract from the business register, a description of whom you call and why, and declarations: on the legal basis, reasonable hours, no spam, honouring objections and disclosing AI. It usually takes one business day.
• A do-not-call list. Someone who objects should not receive another call.

What to measure after the first week

• Answer rate by hour. It tells you how to move the window.
• The share of calls that reach the goal: a confirmed appointment, a booked call, a collected answer. Post-call analysis gives the outcome with its reason.
• The share of handovers to a person, and how many of them somebody picked up.
• Cost per goal, meaning campaign minutes divided by the number of goals reached. Remember that every call is rounded up to a full minute.

Campaigns are available from the Business plan. The whole offer for larger teams, with an SLA and a data processing agreement, is on the AI voice agent for call centers page. Inbound traffic is covered in call center overflow.