Create a Call Center campaign

Want your agents calling contacts, capturing survey answers, and sending follow-up texts all from one campaign? Here's how to set one up in CallHub. This guide is for campaign managers and admins.

A Call Center campaign puts real people on the phone with your contacts, which gets you conversations a robocall or text blast can't:

• Every call captures data. Agents record survey answers, dispositions, notes, and tags on each call, so you finish the campaign with structured results — not just a call log.
• No contact slips through. Automatic retries call back the people who didn't answer, and follow-up texts reach the ones you still couldn't get on the phone.
• Your CRM stays current. Scripts, tags, and results can sync with connected CRMs like NationBuilder, NGP VAN, PDI, and Salesforce, so data lands where your team already works.
• You can see what's working. Call Center reports and optional Smart Insights AI show contact rates, outcomes, and call sentiment while the campaign runs.

By the end of a well-run campaign, you can expect a clear picture of who you reached, what they said, and who needs follow-up — with the follow-up texts already sent.

Before you start

• Add a contact list — the people you want to call. See How to add contacts in CallHub.
• Add agents — the people making the calls. See How to add Agents in CallHub. (You can also assign agents later.)

⚠ Two settings lock at creation. The contact list / DNC settings and the Caller ID cannot be changed after you create the campaign. Double-check both before you click Finish. To update a Caller ID afterward, email support@callhub.io.

Campaign Set-up Flow

1. Create the campaign

1. Log in to your CallHub account.
2. On the Dashboard, select the Call Center Campaign tile, then click Create.

2. Write your script

Your script is what agents see and read during every call.

1. Choose a script type: Linear Script (one flow) or Branched Script (paths change based on answers). See How to set up Branching Scripts.
2. In Paragraph, add the talking points agents will read on the call.
3. In Questions, add any survey questions you want agents to fill in. Question types: Numeric, Text, Multiple choice, and Multi-select.

ⓘ If your CRM (NationBuilder, NGP VAN, Salesforce) is connected, you can import existing scripts instead of rebuilding them.

3. Set dispositions and retries

A disposition is the label an agent picks to describe how a call ended. For example, "Interested" or "Not Answered."

1. Use CallHub's default dispositions, or create your own. See How to add a Custom Disposition.
2. For any disposition you want to call back (like "Not Answered"), turn on Retry.
3. Set how many times and how often CallHub should retry those numbers.

4. Choose a Contact List(s)

Under Contact List, select the list (or multiple lists) you want this campaign to call.

⚠ The contact list and campaign's DNC settings cannot be changed after the campaign is created. Confirm your selection now.

5. Pick your Caller ID

The Caller ID is the number your contacts see when the phone rings. Choose a rented number, or use your validated number to make calls.

ⓘ  Dynamic Caller ID shows contacts a number matching their own region (state, capital, or largest city). Local numbers get recognized and answered more often. Use a rented number if your campaign uses follow-up texting or Inbound Calling.

⚠ The Caller ID cannot be changed after the campaign is created. To update it later, email support@callhub.io.

6. Choose a Dialer

Pick one of CallHub's four dialers: Power dialer, Autodialer, Predictive, or Preview dialer.

The right dialer directly affects how many calls your agents get through per hour; see How to Choose the Right Dialer for Your CallHub Campaign to compare them.

Pick the dialer that fits your list size and team.

7. Assign agents

Choose Assign All Agents, Specific Agents, Team(s), or skip and Assign Agents later. 

ⓘ Assign All Agents also auto-adds any agents you create in the future. If you haven't created agent accounts yet, this option saves you a step.

8. Schedule and Finish

1. Set the campaign's START and FINISH dates.
2. Set the Daily Operational hours, and choose whether the campaign runs on weekdays, weekends, or specific days.
3. Select the Campaign's Timezone. Daily start and stop times are calculated in this timezone.
4. (US campaigns) Check Call people in their time zone so contacts are always called at a local-appropriate hour. CallHub finds each contact's timezone using their zip code; if that's missing, their state; if that's missing too, the phone number's area code. Zip code and state are read from the contact's record in your contact list.
5. Click Finish.

ⓘ After you click Finish, the campaign is created in a paused state. It won't start calling until you start it, so brief your agents first, then hit Start when they're ready.

Optional features

You'll see these options during the same creation flow. Skip any you don't need; the eight steps above are enough to launch.

Send follow-up texts

You can text contacts during or after calls, useful for sending details agents promised, or reaching people who didn't pick up.

1. To let agents text manually during a call, enable Manual Text. If a contact has no saved mobile number, agents can collect one on the call and text it.
2. To send texts automatically, go to the Disposition section and select which dispositions (like "Missed Call" or "Voicemail") should trigger an Automated Text.

ⓘ  Only the campaign manager can configure automated texts. For full setup details, see How to send text messages from a Call Center campaign.

Add tags

Tags let agents label contacts while saving call details. Agents pick them from the Tag button below the contact's name in the agent console.

In the tag editor, click + Add new tag to create new tags. Tags you add here stay available for all future campaigns.

ⓘ  If your CRM is connected, you can import and use your existing CRM tags instead.

Add Voicemail Audio

Upload or record a voicemail message. When a call hits an answering machine, agents drop this message instead of reading the script, saving time on every unanswered call.

ⓘ  Voicemail drop is manual: the agent must press the Drop voicemail button after hearing the answering machine's beep.

Turn on Answering Machine Detection

Available with the Autodialer and Predictive dialer. When the system detects that a machine picked up the call, it handles it automatically; no agent action is needed.

Choose what happens: add a voicemail audio and the system drops the pre-recorded message, or set it to hang up instead. For full setup details, see How to use Answering Machine Detection?

Set up patch-through calling

Patch-through lets agents transfer a contact to a decision-maker. For example, connecting a supporter directly to a legislator's office.

1. Under the Targeting section during campaign setup, turn on the Patch-through calling toggle. Choose how agents get the transfer number:
   • Agent manually dials number: agents type in the number to transfer to during the call.
   • Choose numbers available to agents: restricts transfers to a list of numbers you approve.
2. Enable Allow agents to transfer and make the next call so agents can hand off the contact and move straight to their next call instead of staying on the line.

Enable Inbound calling

Turn on Inbound Calling if you want agents to answer calls that come back in during the campaign's operational hours.

Inbound calls are handled and reported just like outbound calls, so your campaign data stays complete. See How to set up Inbound calls for Call Center campaigns.

FAQs

Why isn't my campaign making calls after I clicked Finish? 
New campaigns start paused by default. Select the campaign and Start it once your agents are ready.

Can I change the Caller ID or contact list after creating the campaign? 
No. Both lock at creation. For a Caller ID change, email support@callhub.io; for a different contact list, you'll need a new campaign.

Can agents text a contact who has no mobile number on file? 
Yes, with Manual Text enabled, agents can collect a mobile number during the call and send the text right away.

How does "Call people in their time zone" decide a contact's timezone? 
It checks the contact's ZIP code first, then their state, then the phone number's area code in that order, falling back only when the previous value is missing.