Outbound Campaigns

Outbound Campaigns lets you upload a list of contacts, build a multi-step message sequence, and let Craft handle delivery and replies — either with the AI messaging agent or by escalating directly to your team.

How It Works

Create an audience

Upload a CSV of contacts with phone numbers, names, and any custom fields you want to use in your messages. Craft stores them as an audience you can reuse across campaigns.

Build your message sequence

Write one or more SMS steps. Use variables like {{first_name}} or any custom column from your CSV to personalize each message. Set the timing — send immediately, or space steps days apart.

Choose how replies are handled

Pick one of two behaviors:

Escalate — customer replies create a task for your team with full message history
AI Agent — the AI messaging agent continues the conversation automatically

Activate and monitor

Activate the campaign and Craft sends messages at the scheduled times. Track delivery, responses, and opt-outs from the campaign detail page.

Audiences

An audience is a reusable contact list. You can use the same audience across multiple campaigns.

Creating an audience

Go to Outbound → Audiences → New Audience
Give it a name and upload a CSV file

Your CSV should include a header row. Craft recognizes these built-in columns automatically:

Column	Description
`phone`	Phone number (required for SMS campaigns)
`first_name`	Contact’s first name
`last_name`	Contact’s last name
`email`	Email address

Any additional columns become custom variables you can use in your message templates. For example, a column named service_type becomes the variable {{service_type}}.

You can upload additional contacts to an existing audience at any time from the audience detail page. Each audience supports up to 1,000 contacts.

Variables

Every column in your CSV becomes a variable you can insert into campaign messages using double curly braces:

{{first_name}} → “Jane”
{{service_type}} → “HVAC maintenance”
{{appointment_date}} → “March 15”

Variables that don’t match a column are left as-is, so double-check your template before activating.

Campaigns

A campaign is a sequence of one or more messages sent to an audience over time.

Creating a campaign

Go to Outbound → Campaigns → New Campaign
Step 1 — Contacts: Choose an existing audience or create a new one with a CSV upload
Step 2 — Messages: Write your message steps. Set the delay (in days) and time of day for each step. Insert variables from your audience data.
Step 3 — Settings: Name your campaign, choose reply behavior (AI agent or escalate), and review the sending phone number.

The campaign is saved as a draft. Nothing is sent until you activate it.

Activating a campaign

From the campaign detail page, click Activate Campaign. Craft will:

Enroll all active audience members
Schedule the first message based on the step timing
Begin sending at the configured time

If you activate a campaign after the first step’s scheduled time has passed for the day (e.g., step is set for 10 AM but you activate at 3 PM), messages will be sent the following day at 10 AM — not immediately.

Campaign statuses

Status	Meaning
Draft	Campaign created but not yet sending
Active	Messages are being sent on schedule
Paused	Sending is temporarily stopped. Resume anytime.
Completed	All steps have been sent to all contacts
Cancelled	Campaign was permanently stopped

Reply handling

When a contact replies to a campaign message, Craft routes the reply based on your campaign’s response behavior setting:

Escalate to Human
AI Agent

The reply creates a conversation in your Messages inbox with full campaign history attached. A task is created for your team to follow up. Use this when you want your team to handle every response personally.

Adding Contacts via Webhook

Instead of uploading a CSV, you can add contacts to an audience programmatically using the API. This is useful when you want to trigger a campaign from an external system — for example, when someone fills out a form on your website.

How it works

Create an audience and a campaign in Craft with Send Immediately enabled on the first step
Activate the campaign
When a lead comes in, your system calls the webhook to add them to the audience
Craft auto-enrolls them in the campaign and sends the first message within about a minute

Setup

Create an audience

Go to Outbound → Audiences → New Audience and create an empty audience. You don’t need to upload a CSV — contacts will be added via the webhook.

Create a campaign with immediate send

Create a campaign targeting that audience. On the first step, enable Send Immediately — this ensures the message fires right away instead of waiting for a scheduled time. Add any follow-up steps with normal delay timing.

Activate the campaign

Activate the campaign. It will sit idle until contacts are added.

Copy your webhook URL

Open the audience detail page. You’ll see a Webhook URL section with a unique URL like:

https://data.craftflow.co/api/outbound-campaigns/webhook/{your-token}/

Click Copy to copy it. Keep this URL private — anyone with it can add contacts to your audience.

Send contacts to the webhook

From your website or external system, POST JSON to the webhook URL. No API key or auth headers needed — the token in the URL is the authentication.

curl -X POST https://data.craftflow.co/api/outbound-campaigns/webhook/{your-token}/ \
  -H "Content-Type: application/json" \
  -d '{
    "first_name": "Jane",
    "last_name": "Doe",
    "phone": "5551234567",
    "email": "jane@example.com",
    "custom_fields": {
      "service_type": "HVAC",
      "source": "website"
    }
  }'

Webhook reference

Method: POST URL: https://data.craftflow.co/api/outbound-campaigns/webhook/{your-token}/ Auth: None required — the token in the URL is the authentication

string

The contact’s phone number. At least one of phone or email is required. Accepts most common formats: +15551234567, (555) 123-4567, 555-123-4567.

string

The contact’s email address. At least one of phone or email is required.

string

Contact’s first name. Available as {{first_name}} in message templates.

string

Contact’s last name. Available as {{last_name}} in message templates.

object

Any additional key-value pairs. Each key becomes a template variable — for example, {"service_type": "HVAC"} becomes {{service_type}} in your campaign messages.

Responses

Status	Meaning
`201`	New contact created and enrolled in active campaigns
`200`	Contact with this phone or email already exists in the audience (idempotent)
`400`	Missing phone and email, or audience is at capacity
`404`	Webhook token is invalid or the audience has been deleted

Duplicate calls are safe. If a contact with the same phone number or email already exists in the audience, the endpoint returns the existing contact without creating a duplicate or sending duplicate messages.

Integration guides

The webhook works with any system that can make HTTP requests — Zapier, Make, custom code, WordPress plugins, etc. The setup is identical to the Custom Lead Sources webhook, just with a different URL and field names.

Opt-outs

Contacts who reply with STOP are automatically:

Marked as opted out in the audience
Removed from all active campaign enrollments
Suppressed at the platform level so they won’t receive future messages

Opt-out handling is automatic and immediate — no manual action needed.

Limits

1,000 contacts per audience
Messages are sent from your configured messaging phone number
Contacts without a phone number are automatically skipped for SMS steps

Can I edit a campaign after activating it?

You can pause an active campaign to stop sending, but you cannot edit the message content or steps of an active campaign. To make changes, cancel the campaign, create a new one with the updated content, and activate it.

What happens if I upload more contacts to an audience with an active campaign?

New contacts are automatically enrolled in any active campaigns using that audience. They start from step 1 of the campaign. This applies to both CSV uploads and contacts added via the webhook.

Can I reuse an audience across multiple campaigns?

Yes. Audiences are independent from campaigns. You can run multiple campaigns against the same audience.

How do I know if a message was delivered?

The campaign detail page shows enrollment statuses: active (in progress), responded, completed, opted out, and bounced. Individual message delivery tracking is available in the enrollment timeline.

Getting Started

AI Ridealong

Contact Center AI

Integrations

Account & Settings

Outbound Campaigns

How It Works

Audiences

Creating an audience

Variables

Campaigns

Creating a campaign

Activating a campaign

Campaign statuses

Reply handling

Adding Contacts via Webhook

How it works

Setup

Webhook reference

Responses

Integration guides

Opt-outs

Limits

​How It Works

​Audiences

​Creating an audience

​Variables

​Campaigns

​Creating a campaign

​Activating a campaign

​Campaign statuses

​Reply handling

​Adding Contacts via Webhook

​How it works

​Setup

​Webhook reference

​Responses

​Integration guides

​Opt-outs

​Limits

How It Works

Audiences

Creating an audience

Variables

Campaigns

Creating a campaign

Activating a campaign

Campaign statuses

Reply handling

Adding Contacts via Webhook

How it works

Setup

Webhook reference

Responses

Integration guides

Opt-outs

Limits