Workspace Basics
CallStack is organised around workspaces and campaigns. A workspace is the home for one team, company, or client account. A campaign is a focused calling project inside that workspace.
Workspace
Section titled “Workspace”Use a workspace to manage shared settings, team access, billing, phone numbers, contact defaults, suppression rules, and reporting.
Keep separate clients or operating teams in separate workspaces when they should not share contacts, reports, settings, or billing.
Campaigns
Section titled “Campaigns”Use a campaign for one calling objective. Each campaign can have its own:
- Name, owner, client, goal, start date, and deadline.
- Contact list and source labels.
- Call script and qualification guidance.
- Outcomes, required notes, and follow-up rules.
- Queue rules for callbacks, retries, and priority contacts.
- Progress reports and client updates.
Create a new campaign when the audience, goal, client, offer, or reporting needs to be tracked separately.
Contacts
Section titled “Contacts”A contact is the person or company your team may call. A good contact record usually includes:
- Name and company.
- Phone number and email.
- Source or list name.
- Owner or assignee.
- Notes, status, and call history.
- Callback and follow-up details.
Keep contact information clean. Bad numbers, missing names, duplicates, and unclear source labels make campaigns harder to manage.
Queues
Section titled “Queues”The queue tells callers who to work next. It helps teams avoid cherry-picking and keeps follow-ups from being missed.
| Queue type | What it means |
|---|---|
| Priority | Contacts that should be worked first. |
| Retry | Contacts due for another attempt after no answer, busy, voicemail, or failed calls. |
| Callback | Contacts with a promised call-back time. |
| Hot lead | Contacts that need fast follow-up. |
| Redistributable | Contacts that may need reassignment. |
Reports
Section titled “Reports”Reports help managers understand campaign progress. Common things to check include calls made, connect rate, meetings booked, list penetration, invalid numbers, callbacks, cost, and team capacity.
If a campaign has very little data, read the report carefully. Missing information usually means the campaign needs more calling activity or cleaner tracking before you can make a decision.