A campaign tells SESTEK AgenticCX who to call, when to call and how. This article walks through the campaign form: creating a campaign for human agents or for an AI agent, the rules that keep calls inside the hours you allow, and how to edit or copy a campaign later.
Open Campaigns in the left menu to see the list. The campaign form is the same dialog for creating, editing and copying.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Open the Campaigns list | Browse campaigns | View Campaigns |
| New Campaign | Create a campaign | Manage Campaigns |
| Edit, Copy | Change a campaign or start a new one from it | Manage Campaigns |
The row menu and the New Campaign button only appear for users who have Manage Campaigns. Grant it to a role under Administration, Identity management, Roles.
Step 1: choose the type of agent
Select New Campaign. SESTEK AgenticCX first asks which agent will handle the calls.
- Human Agent: calls are handled by agents of the queues you pick, in Agent Desktop.
- AI Agent: calls are handled by an AI agent project. AI Agent is preselected when the dialog opens.
Select a card and then Next. The agent type cannot be changed after the campaign is created, so pick carefully.
Step 2: fill in a human agent campaign
| Field | Required | Notes |
|---|---|---|
| Campaign Name | Yes | Up to 100 characters. If you leave it empty, the form shows This field is required. |
| Start Date, End Date | Yes | Shown as dd.mm.yyyy. The form opens with today and 30 days from today. The end date must be after the start date: End date must be after the start date. |
| Queue | Yes | Select one or more queues. Only active queues are listed, and a search box finds a queue by name. A badge next to the label shows the number of agents |
| Wrap-Up Codes | No | When you select queues, the wrap-up codes of those queues are selected for you. You can change the selection |
| Contact Segments | Yes | Select one or more segments. A badge shows the number of contacts. Segments are managed under Administration, Settings, Work Environment |
| Target Contacts | No | A whole number of 1 or more: Target contacts must be a positive whole number. Leave it empty for no target |
| Before-Call Work (seconds) | No | Preparation time before each call. Default 30. Zero or more |
| After-Call Work (seconds) | No | Wrap-up time after each call. Default 60. Zero or more |
| Call Script | No | Up to 2,000 characters, with a counter under the box. The script is shown to the agent during the call |
| Outbound Number | No | The number calls are placed from. Your default number is preselected and marked (Default). Select the x to clear it |
The Create button stays disabled until every required field is valid.
Call Window
Select Call Window to open one row per day of the week. For each day set the start time and the end time, and switch the day on or off.
- Monday to Friday are on, from 09:00 to 18:00. Saturday and Sunday are off.
- A day that is switched on needs both times: Enter both a start and an end time for an open day.
- The end time must be later than the start time: End time must be after start time.
- If none of the days you switched on falls inside the campaign dates, the form shows Selected call window days do not overlap with the campaign date range.
Calls are only placed inside the window. Times follow your tenant's time zone.
Call Rules
Select Call Rules to set how often a contact is called.
| Field | Default | Notes |
|---|---|---|
| Maximum Attempt Count | 5 | Maximum number of call attempts per contact |
| Wait Between Calls (minutes) | 30 | Minimum wait time between consecutive call attempts |
| Archive After (days) | Empty | Optional. Zero or more |
Step 2 (alternative): fill in an AI agent campaign
Choose AI Agent in the first dialog. The form has no queue, wrap-up codes, Before-Call Work, After-Call Work or Call Script, because the AI agent handles the call.
| Field | Required | Notes |
|---|---|---|
| Campaign Name | Yes | Up to 100 characters |
| AI Agent Project Name | Yes | The name of the AI agent project that runs the calls. Spaces alone are not accepted. It cannot contain the characters {, } or ': SESTEK AgenticCX rejects those when you select Create |
| Trigger Mode | Planned (default) or Instant. It cannot be changed after the campaign is created |
Planned works like a human agent campaign: it uses a start date, an end date, contact segments, an optional target and the call window.
Instant campaigns are always on and have no target. A different system sends each call request, so the form hides the dates, segments and target. An instant campaign needs at least one open day in the call window (An instant campaign needs at least one open call window.) and requires both Maximum Attempt Count and Wait Between Calls (minutes).
Edit a campaign
Open the menu at the end of a row.
| Status | Menu |
|---|---|
| Active | Pause, Complete, Edit, Copy |
| Completed | Copy only |
Edit opens the same form with the saved values and a Save button. The agent type and the trigger mode are shown but cannot be changed. A completed campaign cannot be edited.
Copy a campaign
Choose Copy from the row menu of any campaign. The Copy Campaign dialog opens with the settings of the original: queues, wrap-up codes, segments, target, work times, script, call window and rules.
- The name gets
- Copyadded at the end. You can rename it. - Start Date and End Date are empty. Enter new dates before you select Create.
Good to know
- Dates in the form follow the dd.mm.yyyy layout; times and call windows follow your tenant's time zone.
- Selecting Cancel or the close icon discards what you typed.
- Planned campaigns are limited to the segments you choose, so keep your segments up to date under Settings, Work Environment, Segments.