Campaigns is the outbound calling area of SESTEK AgenticCX. A campaign is a calling project: it decides which customers are called, in which hours, how many times, and who makes the call, either human agents working from Agent Desktop or an AI agent. This page explains the Campaigns list, how a campaign moves through its statuses, and what happens to each call. Creating a campaign and following one in detail are covered in their own articles (see "Creating and Editing a Campaign" and "Campaign Details and Monitoring").
Open it from Campaigns in the left menu.
Campaign documentation
Campaigns has several pages. This one is the overview. Read it first, then go to the page that matches what you want to do.
| I want to | Read |
|---|---|
| Understand what a campaign is, its statuses, the list and the row actions | This page |
| Create or change a campaign: every field, the call window and the call rules | Creating and Editing a Campaign |
| Follow a campaign: progress, contacts, call results and the activity log | Campaign Details and Monitoring |
| Find out why an AI agent campaign is silent or stopped | Campaign Pipeline Health |
| Run campaigns with an AI agent, or start calls from another system | AI Agent Campaigns and Instant Trigger |
| Send call requests to an Instant campaign from another system | Triggering Instant Campaigns with the API |
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Browse, search and filter the list | See every campaign with its status and progress | View Campaigns |
| Open a campaign | Select its name to see its details | View Campaigns plus at least one of the campaign detail permissions (overview, contacts, activity log). Without them the name is plain text with the tooltip You don't have permission to view campaign details. |
| New Campaign, Start, Pause, Complete, Edit, Copy, Delete | Create and run campaigns | Manage Campaigns |
Users without Manage Campaigns do not see the New Campaign button, and their row menu is empty. The default Supervisor role can view campaigns; Manage Campaigns is not part of the default roles, so grant it to the roles that run campaigns (Administration, Identity management, Roles).
Human and AI agent campaigns
Every campaign is run by one type of agent. You choose the type when you create the campaign and it cannot be changed afterwards.
| Human Agent | AI Agent | |
|---|---|---|
| Who calls | Agents in a queue, using Agent Desktop | An AI agent project; the system places the calls itself |
| Queue and wrap-up codes | Required queue, optional wrap-up codes | None |
| Before-call and after-call work | Yes (defaults: 30 and 60 seconds) | No |
| How a call ends | The agent picks a wrap-up code | An answered call completes the contact automatically |
| In the list | Queue names shown as badges | A sparkle icon and the AI agent project name |
Planned and Instant campaigns
AI agent campaigns come in two trigger modes.
- Planned campaigns call the contacts of the segments you choose between a start and an end date. Human campaigns are always planned.
- Instant campaigns have no contact list and no end date. An outside system sends call requests through the SESTEK external API and the campaign calls them as they arrive. An instant campaign is created Active, and it never completes by itself.
The campaign list
The page title shows the total number of campaigns. New campaigns appear first. Each row shows:
| Column | What it shows |
|---|---|
| Campaign Name | The name, a status badge, and a sparkle icon for AI agent campaigns. Instant campaigns carry an Instant badge |
| Start / End | The start date, and the end date underneath. A dash means no end date |
| Queue / AI Agent | The queues of a human campaign (extra queues collapse into a +N badge), or the AI agent project of an AI campaign |
| Segments | The contact segments the campaign calls. A dash means none, which is normal for instant campaigns |
| Progress | A bar with completed contacts out of the target and the percentage, for example 5 / 6 (83%). With no target the bar stays empty. Instant campaigns show the number of calls instead, for example 0 calls |
Dates follow your tenant's time zone and date format. Use the page controls at the bottom to move between pages and to show 10, 25 or 50 campaigns per page. When nothing matches, the list says No campaigns found.
Progress is the only sortable column. Select it once for ascending and again for descending order.
Search
Type in Search campaigns to find a campaign by name. The list updates as you type, and a Clear all link appears next to Filters.
Filters
Select Filters to narrow the list. Pick a category on the left and tick values on the right.
| Filter | Values |
|---|---|
| Status | Draft, Active, Paused, Completed |
| Agent Type | AI Agent, Human Agent |
| Queue | Your queues |
| Segments | Your segments, with a search box. Match any keeps campaigns that call at least one of the selected segments, Match all keeps only campaigns that call every selected segment |
Select Apply filters to apply your choices, Cancel to close the panel without changes, or Reset all to clear the selection. Every active filter is shown as a chip next to the button, and the Filters button shows how many are active. Select the x on a chip to remove just that one, or Clear all to remove everything.
Campaign statuses
| Status | Meaning |
|---|---|
| Draft | Saved but not started. No calls are placed |
| Active | The campaign is calling |
| Paused | Calling is stopped for now |
| Completed | The campaign is finished for good |
A draft or paused campaign can be started. An active campaign can be paused or completed. A completed campaign cannot be started or edited again, and only a draft can be deleted.
Actions on a row
Users with Manage Campaigns see a menu at the end of each row. The actions depend on the status.
| Action | Available when | What it does |
|---|---|---|
| Start | Draft or Paused | Starts calling. SESTEK AgenticCX first checks that the outbound number, wrap-up codes, queues and segments the campaign uses still exist and are active, and refuses to start otherwise |
| Pause | Active | Stops calling. You can start it again later |
| Complete | Active | Ends the campaign for good |
| Edit | Every status except Completed | Opens the campaign form. On an Active or Paused campaign the queues, segments, start date and AI agent project name are locked |
| Copy | Every status | Opens the form pre-filled from this campaign, so you can create a similar one |
| Delete | Draft only | Removes the campaign |
Start, Pause, Complete and Delete ask you to confirm before anything changes. Pause shows Are you sure you want to pause "campaign name"? with Cancel and Yes.
Completing an Instant campaign shows a stronger warning, because it cannot be undone: Completing an instant campaign cannot be undone: it can never be started again, and any external system using its Campaign ID will stop working. Are you sure?
A completed campaign only offers Copy.
Create a campaign
Select New Campaign. SESTEK AgenticCX first asks which type of agent will handle the campaign: Human Agent or AI Agent. Choose one and select Next to open the form. The form itself is described in "Creating and Editing a Campaign".
When a campaign stops by itself
- A planned campaign becomes Completed on its own when it reaches its target, when it has no contacts left to call, or when its end date is reached.
- An instant campaign never completes by itself.
- An AI agent campaign is paused automatically when too many consecutive call attempts fail for system reasons, for example a missing outbound number or an unreachable telephony server. It does not resume by itself: fix the cause, then Start it again. "Campaign Pipeline Health" shows these campaigns and the reason.
How calls end
When a call finishes, SESTEK AgenticCX decides what happens to the contact.
- The call is answered and the wrap-up code means done. The contact is Completed and is not called again by this campaign.
- The call is answered and the wrap-up code asks for a callback. The contact goes back into the queue and is called again. If the agent gives no time, the callback is set 60 minutes ahead. Callbacks count against Maximum Attempt Count. Of the predefined wrap-up codes only Follow-up asks for a callback.
- The call is not answered, the line is busy or the caller hangs up early. This counts as a failed attempt. The contact is tried again after Wait Between Calls, or in the next call window if the window is closed. When the failed attempts reach Maximum Attempt Count, the contact is closed as Max attempts reached.
- AI agent campaigns. An answered call completes the contact automatically when it ends. No wrap-up code is chosen.
How a human campaign works in Agent Desktop
Agents work human campaigns from the campaign panel in Agent Desktop. These steps need a live reservation, so they are described here rather than shown.
- The panel lists active campaigns with a progress count such as 4/7 contacts. A campaign that has not started yet shows Coming soon, and a finished one shows Completed.
- The agent selects Take. SESTEK AgenticCX reserves the next contact for that agent only, so two agents never get the same person.
- The Before-Call Work panel shows the contact's phone number, call count, last call, last outcome and notes, next to the campaign script. A Calling in countdown runs for the before-call work time of the campaign.
- The agent selects Call Now to dial right away, or Abandon to release the contact without calling. When the countdown ends the call is placed.
- After the call, After-Call Work starts. The agent chooses a wrap-up code, and for a callback chooses a date and time inside the campaign's call window.
If no contact is available the agent sees No contact is currently available for this campaign.
Good to know
- Calls are placed only inside the campaign's call window, evaluated in your tenant's time zone.
- Every contact is called at most Maximum Attempt Count times. Leave it empty for no limit.
- Campaign names are free text up to 100 characters, so use names that tell your team the purpose and the period.
- Filters you choose are remembered for your user the next time you open the page.