Voice messages

A Voice message campaign calls every contact on your list and, when they answer, plays a recorded audio: a payment reminder, an appointment notice, an invitation. Unlike a campaign with an agent, there is no conversation: if the person replies, nobody hears them. It is built to notify many people at once, fast, and at the same price per answered minute.

Create the campaign, step by step

1. 1
   Details

   In Campaigns → New campaign choose the Voice message channel, give it a name and choose the number the calls come from: one of your own with an outbound line, or the platform's rotating number.

2. 2
   Audio

   Record the message with your microphone or upload a file. We prepare it for the phone (we trim the silence at the start and end and level the volume) and you can listen to it exactly as it sounds over the phone before using it.

3. 3
   List

   Upload a CSV or Excel file with a phone column (and, if you like, a name column). The Download template button gives you the file with the columns ready.

4. 4
   Schedule and rules

   Tell us what the message is for —Customer notice or Marketing—, then review the schedule and the retries.

5. 5
   Review

   Check the cost estimate and how your balance ends up, make a test call to your phone, and launch the campaign now or schedule it.

The audio

• Up to 60 seconds long, not counting the silence at the start and end (or whatever your plan allows). If it's longer, we tell you and it can't be used: trim it or record it again.
• Formats: MP3, WAV, M4A, AAC, OGG or WEBM.
• Your audios stay in your library (Campaigns → Audios) to use in other campaigns. If you change an audio, a new version is created: campaigns already launched keep theirs.

The list and who isn't called

Each row is a contact. Phone numbers are accepted with or without +57; repeated numbers count once. Before launching you see how many are valid and which rows have problems, with how to fix them.

• Nobody on your do-not-contact list or who asked not to receive calls is called.
• Uploading the list is your statement that these people authorized you to call them: it is recorded with the date and the file as evidence for each contact. For marketing, people on the national do-not-call registry are still not called.
• For now only Colombian numbers (+57) are called.
• Your plan has a maximum number of contacts per campaign: if the list goes over it, we tell you when you launch and you can split it into two campaigns.

Legal hours

The purpose decides the hours. A Customer notice —an appointment reminder, a payment due date, an order status— follows the schedule you choose. A Marketing campaign only calls during the hours of Colombia's Law 2300: Monday to Friday 7:00 to 19:00 and Saturdays 8:00 to 15:00, with no Sundays or public holidays. If your schedule is wider, the campaign stays inside those windows; if it's narrower, yours is respected.

The campaign doesn't cut a call off at closing time: if the audio can't play in full before the window closes, it waits for the next window.

Test on your phone

In Review, type your number in Test on my phone and tap Call me: we call you from the campaign's number with the audio, exactly as your list will hear it. You can run one test per minute, only to Colombian numbers. The test call is billed like any answered call.

What it costs

• Each answered call is billed per started minute: a 40-second audio is billed as 1 minute; a 60-second one, as 2 (the call lasts a bit longer than the audio).
• If voicemail answers, the call hangs up once it's detected, doesn't leave the message, and is billed as answered.
• If someone answers but nobody speaks, the message still plays in full (the person hangs up or the audio ends) and only the airtime is billed, per second.
• Calls that aren't answered, are busy or fail aren't billed. Neither is a call that drops because of a failure on our side.
• It comes out of the same balance as your calls, meetings and WhatsApp.

Before launching, Review shows how many contacts there are, how many we estimate will answer, the minutes billed, the estimated cost and how your balance ends up. It's an estimate: it assumes 64% answer (what outbound calls get today) and a single attempt per contact, with no retries.

If it can't be launched

If something is missing, Review tells you what it is and takes you to the step that fixes it: the audio is still being prepared, the list has no callable contacts, the number is no longer available. If your plan doesn't include voice messages, we tell you before you launch; Plan & billing shows the plans that include them. During the free trial voice messages aren't available.

How many calls at once

Voice messages use the same channels of your plan as your agents: if your plan has 3 channels, agents and voice messages together make at most 3 calls at a time. Your agents always come first: if a call for an agent comes in while the campaign is using every channel, the call still gets through and the campaign waits for a free channel before dialing the next contact. If you need more, you can buy extra channels in Plan & billing.

Following the campaign

Open the campaign from Campaigns. At the top you see its status and the buttons to Pause, Resume or Stop. Below, four tabs: Summary, Listening, Contacts and Settings. The numbers update on their own while the campaign is calling.

Summary tab

• Status now: if the campaign is calling, how many calls are in progress and when the next attempt is. If it is not calling, it tells you why and whether you need to do anything.
• The key numbers: how many times a person answered (out of the contacts dialed), what percentage heard the whole message, how many calls were made including retries, and the minutes billed.
• From contact to whoever heard it all: the funnel counts people, not calls. It goes from contacts to dialed, answered, answered by a person, and those who heard at least 25%, 50% and the whole message. Under each stage it says why people dropped: they did not answer, voicemails, they answered but nobody spoke, or they hung up before a certain point.
• List status: where each contact stands. Tap a row (for example, Waiting for retry) to see those contacts in the Contacts tab.

Listening tab

It measures how much of the audio the people who answered heard. A voicemail does not count: it is not someone listening.

• People who answered, the percentage that heard all of it and the second by which half had already hung up.
• How many people keep listening, second by second: a curve that starts at 100% and drops as people hang up. A sharp drop shows the moment in the message when many hung up; if it happens at the start, say the important part sooner.
• How much of the audio they heard: people split into ranges — heard nothing, 1 to 25%, 26 to 50%, 51 to 75%, 76 to 99% and heard it all — with what each range means in words.
• If the campaign used more than one version of the audio, each version has its own curve and ranges, so you can compare them.

Contacts tab

The full list with what happened to each person:

• Result: Heard all of it, Heard part of it, Hung up before the audio, Voicemail, No answer, Busy, Invalid number or Not called. When it was not called, the reason is shown underneath: they did not consent to this type of message, they are on your do-not-contact list, they are on Colombia's do-not-call registry, the country is not enabled, among others.
• Listened: the percentage of the audio they heard. If nothing was played, you will see «—».
• Attempts and Last call. If a retry is pending, it shows when it calls again.
• Search by number or name, and filter by status or by how it ended.
• Tap a contact to see the detail of their last call: who answered, what the network said and how much they heard.
• Export downloads the list with its results as CSV or Excel.

On a phone, the table scrolls sideways and the contact's name stays pinned on the left.

Settings tab

What the campaign was launched with: the audio (with its version; you can listen to it as it sounds on the phone and read what it says), the purpose, the campaign schedule and, for marketing, the legal hours, the retries and caps, the caller number and the call settings (how long it rings, the maximum length and what happens if voicemail answers).