CallStack Campaign Operations

Use this guide when you are responsible for setting up or running a campaign. It explains what to prepare, what callers should do during the day, and what managers should review after calls are logged.

1. Set the workspace baseline

Start in Settings before running a new campaign.

• Add the team members who will work the campaign.
• Assign the right role: Team Admin, Campaign Manager, Caller, or Viewer.
• Set workspace defaults such as time format, import defaults, source options, contact fields, call scripts, playbook templates, notification preferences, and phone number inventory.
• Add global suppression entries before importing lists.
• Add per-client suppression entries when a campaign must respect client-specific exclusions.

Viewers should not be used for operational calling. Give callers a role that lets them call, add notes, and save outcomes.

2. Configure the campaign

Each campaign should have a clear operating brief before contacts are worked.

Area	What to capture
Identity	Campaign name, client or company name, logo, owner, assignment, and source labels.
Targets	Goal, KPI, call volume, start date, deadline, health status, and client update expectations.
Audience	Ideal customer profile, personas, qualification criteria, routing rules, assignment, and source controls.
Call handling	Outcome definitions, mandatory notes, playbook steps, call script, objection handling, and follow-up rules.
Dialing controls	Preview, progressive, or power workflow; active shift requirements; call spacing; failure and abandon guardrails.

Campaign-specific details belong on the campaign. Reusable defaults belong in workspace Settings.

3. Import and govern the list

Use CSV import for structured list loading. The app supports preview, mapping, validation, duplicate handling, suppression checks, rejected-row export, import history, and mapping memory.

Before committing an import:

• Check required fields such as name, phone, email, company, and source.
• Review malformed emails and unsafe phone values.
• Review phone number warnings and fix obvious errors before callers start.
• Review duplicate matches across the workspace, not only inside the current file.
• Review suppression hits before rows are accepted.
• Confirm the default imported call status is correct.

Import history helps you understand what changed, who imported the list, and which rows were accepted or rejected.

4. Work the calling queue

Callers should work from the campaign queue rather than manually scanning the full contact table.

Queue lane	Use
Priority	Highest-value leads based on urgency, ownership, follow-up, value, routing, and campaign rules.
Retry	No-answer, busy, voicemail, failed, or abandoned attempts due for another call.
Callback	Leads with scheduled callback windows.
Hot lead	High-intent leads that need fast follow-up or escalation.
Redistributable	Stale or recyclable leads ready for reassignment.

Preview dialing shows contact context, number quality, suppression state, notes, script context, and any campaign-specific requirements before the caller starts the call. Progressive and power modes should still respect the rules your team has set.

5. Complete the outcome properly

A contact should not leave call state until the required outcome data is captured.

• Select a valid campaign outcome.
• Add notes when the outcome or campaign requires them.
• Complete required playbook steps.
• Complete required qualification criteria.
• Save meeting, qualified lead, opportunity, revenue, callback, and follow-up details when the outcome asks for them.
• Let the queue update from the saved outcome instead of manually moving the contact around.

This keeps reporting and future queue work reliable.

6. Use collaboration surfaces deliberately

CallStack separates several collaboration surfaces:

• Campaign chat for campaign-specific notes, links, mentions, attachments, typing presence, and edits.
• Workspace chat for broader team updates.
• Campaign brief documents for richer campaign context.
• Activity and audit surfaces for operational history.
• Team, timesheet, and workforce surfaces for staffing, availability, and call blocks.

Use the smallest surface that matches the work. Do not bury campaign decisions in a workspace-wide chat if they affect queue behavior, outcomes, routing, or reporting.

7. Read reporting from the right level

Stats and reports combine campaign, call, workforce, meeting, outcome, cost, and quality signals.

High-signal campaign checks include:

• Calls made and attempts per contact.
• Connect rate, talk time, and wrap-up time.
• Meetings booked, meeting acceptance, qualified leads, opportunities, and revenue attribution.
• List penetration, list health, invalid numbers, and suppression pressure.
• Cost per meeting, hours per meeting, labour cost, and phone cost.
• Playbook adoption and script usage.
• Queue pressure, capacity, utilisation, and active shift coverage.

Sparse data should stay honest. If a report does not have enough call, meeting, or cost information, treat the affected metric as incomplete instead of reading it as a win or loss.

8. Client visibility

Public campaign links and client-ready reporting are gated capabilities. Before sharing status externally:

• Confirm the campaign snapshot uses current campaign data.
• Confirm archived or suppressed contacts are not exposed unintentionally.
• Confirm the displayed health, pacing, source rows, activity, and assignment labels match the internal campaign state.
• Confirm the workspace billing plan unlocks public campaign links.

Client-facing views should show progress and risk without exposing private notes, credentials, internal audit details, or unrelated workspace data.