Callbot Campaigns

The outbound call campaign module of the BMS allows you to automate and manage outbound telephone calls using a callbot capable of interacting with recipients according to customized scenarios. This feature offers a wide range of possibilities to organize, monitor, and analyze campaigns, from campaign creation to the analysis of results.

The documentation below details all the functionalities related to outbound call campaigns: creation, configuration, contact management, performance tracking, and report analysis.

Campaign Setup

Creating a New Campaign

To create a Callbot outbound call campaign, follow the steps below:

1. Go to the Integrations menu > Callbot Campaigns.

1. Click on the My Campaigns modal to start the creation of a new campaign.

2. A creation window will appear: enter the desired campaign name, then click Create.

1. The campaign settings configuration page opens automatically, allowing you to continue customizing your campaign.

Overview of the Different Components

Parameters

General Campaign Settings

The General Campaign Settings section allows you to configure the main operational settings of your Callbot outbound call campaign.

The different settings are:

• Enable / Disable the Campaign

  • Allows you to make the campaign active or inactive.

• Select a Callbot Instance

  • Chooses the Callbot instance to use for the campaign. The displayed instances correspond to those configured in the Channels menu of the BMS.

• Call Options:

  • Number of simultaneous calls allowed: defines how many calls can be made at the same time by the Callbot (from 1 to 50).

  • Maximum calls per contact: specifies the maximum number of call attempts for each contact (from 1 to 4).

  • Minimum time between two calls for the same contact: sets the minimal delay before calling back a contact after a failed attempt (from 0 to 24 hours).

• Voicemail Management

  • Enables or disables the ability to leave a message on voicemail. If this option is enabled, you can configure a specific knowledge that the Callbot will use to deliver the voice message. It is important to validate the selected knowledge by clicking the validation checkmark. To delete the associated knowledge, simply click the cross icon.

Mapping Between Contact File and Dydu Variable

The Mapping Between Contact File and Dydu Variable section allows you to link the columns in your contact file to the different variables used by the Callbot during the campaign.

It is mandatory to define the mapping for the Num_Tel variable, which must point to the column in the file containing the contact’s phone number to call. This variable cannot be deleted, only modified.

You can add as many mappings as necessary to enrich the information provided to the Callbot.

However, if there is an error in a column name (non-existent column or misspelled), no error will be displayed — the data will simply not be considered during the contact import.

To manage the mappings in your configuration, proceed as follows:

1. Click the “Add Mapping” button.

1. Enter the conversation variable name and the column name in the file — both fields are mandatory.

1. Click the checkmark to validate the addition, or the cross to cancel it.

1. To edit an existing mapping, click the pencil icon and modify the desired fields.

2. To delete a mapping, click the trash icon corresponding to the line you wish to remove.

Call Schedule

The management of date inclusions and exclusions allows you to precisely define the periods during which the outbound call campaign can be active, as well as those during which calls must not be made. Thanks to this feature, it is possible to finely plan the Callbot’s activity by specifying authorized or prohibited time slots according to the campaign’s needs (for example, excluding public holidays or targeting only certain time ranges).

To define an inclusion or exclusion in your campaign, follow these steps:

1. Click the “Add Inclusion” or “Add Exclusion” button. The process is identical for both options.

1. Choose whether you want to include/exclude a weekday or a specific date.

• For a weekday: select the desired day from the available options; Sunday is excluded by default to comply with regulations.

• For a specific date: select the desired date directly from the calendar.

1. Specify the time range to which this inclusion or exclusion should apply.

1. Click Save to validate the addition, or Delete this rule to cancel.

Added inclusions and exclusions are displayed in a summary table. This table shows, for each row, the relevant weekday or specific date, the rule type (inclusion or exclusion) as a tag, and the associated time range.

To delete a rule, simply click the trash icon to the right of the corresponding row.

Success Rules

Success rules define the conditions that must be met for a conversation within an outbound call campaign to be considered successful. These rules make it possible to precisely customize the success criteria according to the objectives set for each campaign.

To manage success rules in your campaign, proceed as follows:

1. Click the “Add Rule” button.

2. Enter the condition name (for example: callbot_call_duration_seconds).

3. Select a comparison operator from the provided list, then enter the desired value.

4. Click the checkmark to validate the addition, or the cross to cancel it.

5. To edit an existing rule, click the pencil icon. To delete a rule, click the corresponding trash icon.

Contacts

Bulk Contact Import via File

Bulk import allows you to add multiple contacts to a campaign in a single operation, using an external file. Only .csv, .xls, and .xlsx formats are accepted.

Without a defined mapping for the Num_Tel column in the mapping table, it will be impossible to import a file. This column must always point to the phone number of each contact.

Other variables defined in the mapping table are not mandatory: if they are missing from the imported file, they will simply be ignored during the import.

To import the contact file:

• Click the “Select File to Import” button and choose your file in .csv, .xls, or .xlsx format.

• Once the file is imported, the number of contacts added will be displayed on the screen.

• An additional “Delete All Contacts” button will then appear.

Adding Contacts via API: Using the Dydu API

This section allows you to add a contact to a campaign via an API call. An example cURL request is displayed in the interface; simply fill in the required fields before sending.

Fields and elements to provide:

• phoneLine (mandatory): the phone number of the contact to add.

• content.inputVariables (optional): the Dydu conversation variables to associate with the contact, in key/value pairs (the key is the Dydu variable name, the value is its content for this contact).

• Authorization Token (mandatory): retrieve a Bearer token from Preferences > API > API Access, then use it in the header Authorization: Bearer <token>.

This API can be called from a script to automatically add a large number of contacts by connecting to a database (e.g., PostgreSQL) and sending one request per contact.

Campaign Activity Tracking

General Campaign Statistics

The General Statistics section provides a quick overview of the main performance indicators for an outbound call campaign:

• Number of contacts: total number of contacts currently present in the campaign configuration.

• Number of calls made: total number of calls made by the Callbot as part of this campaign.

• Reachability rate: percentage obtained by dividing the number of answered calls by the total number of calls made.

To access more detailed or specific indicators, you can create a custom report in the menu Custom Statistics > Configuration > Reports.

Statistics by Contact

This section allows you to view, for each contact in the campaign configuration, a set of detailed information about the calls made.

A search bar is available to quickly find a contact by phone number (this field does not filter on other data).

For each contact, the following information is displayed:

• Number of calls made for this contact.

• Date of the last call made to this contact.

• Link to the contact’s last conversation.

• Variables populated during the conversation, with the option to view more by clicking the “info” button.

• Contact status, among the five possible:

  • To call

  • Call in progress

  • Calls after success

  • Success

  • Failure

It is also possible to export all contacts and their calls into an Excel file by clicking the “Export contacts and calls (Excel)” button.