Before a dial
Give the workflow a permitted lead, agent, number, and calling window.
Configured outbound agent
The selected business needs an assigned agent with a working voice assistant and a phone number that can place outbound calls.
Valid destination
Each lead needs a dialable phone number. Bulk outbound also requires explicit voice consent for every destination before it is queued.
Business hours and timezone
Configure business hours and the correct timezone so callbacks and campaign attempts stay inside the allowed calling window.
DNC and automation state
Do-Not-Call checks must complete successfully, and proactive automation must not be paused for the lead.
Auto-callback setup explicitly checks for an assigned phone number and configured business hours. If either is missing, fix that prerequisite before enabling a lead source.
Setup paths
Choose the outbound workflow that matches the job.
Bulk outbound campaign
Open Dashboard → Calls → Outbound. Select the agent, paste valid name-and-number CSV rows, choose the call schedule and timezone, then schedule the campaign.
Form-source auto-callback
Open Dashboard → Business Settings → Auto-Callbacks. Enable each known lead source, select its agent, delay, and opening message.
SDR pipeline
Open Dashboard → SDR Pipeline to choose channels, attempt limits, and allowed calling hours for leads worked on an ongoing schedule.
One scheduled callback
A workflow, webhook, or authorized Kai action can create a single callback. It appears beside campaign attempts in Scheduled Calls.
Scheduled Calls
Read one timeline for every outbound attempt.
Open Dashboard → Calls → Scheduled. The page checks the phone service when it loads. Use Refresh when you need the latest status.
- 1
Filter by source
Use All, Form Callbacks, or Campaigns to separate webhook-created callbacks from outbound sequences. - 2
Read the pipeline counters
Pending, Failed, Scheduled, and Completed Today summarize the current workload. Use the failed counter to focus on callback recovery. - 3
Inspect the attempt row
Confirm lead, number, agent, source, attempt count, scheduled or started time, status, duration, and any call error. - 4
Open the completed call
For a finished call, open View Call and View Lead to inspect the recording, transcript, summary, and actual outcome.
Recovery controls
Cancel before the call starts. Retry only after you understand the cause.
Cancel
Cancel appears while a call is pending or scheduled. Use it before the phone service starts the call; then refresh and confirm the row moved to a cancelled state.
Retry
Retry appears for failed form callbacks. It re-queues the failed callback with an incremented retry count, so first correct the displayed failure.
Dispatching
Dispatching means KaiCalls is starting the call with the phone service. Avoid a second manual action until the status resolves, or you may create duplicate work.
Refresh status
Refresh asks KaiCalls for the latest call status. It does not change an unanswered call into a completed conversation.
Check it worked
Prove each step at the level it actually reached.
- Confirm the correct business, lead, agent, destination, timezone, call schedule, and consent state before queueing.
- Treat a queued or scheduled row only as proof that KaiCalls created the work.
- Treat a call reference ID only as proof that the phone service accepted the request to start a call.
- Use a final status such as ended, busy, no-answer, failed, or cancelled to prove the attempt result.
- For an answered call, open Call History and verify positive duration plus the recording, transcript state, summary, and outcomes.
- Confirm any promised callback result or business outcome separately; an answered call does not prove the goal was completed.
Calling limits
Outbound automation never bypasses permission or carrier state.
A call can be blocked by calling-hour rules, Do-Not-Call state, missing explicit consent, an invalid destination, paused automation, missing agent or phone configuration, caller reputation review, disclosure requirements, phone service timeout, or a rejected call request. Bulk outbound requires explicit voice consent. Sensitive in-call actions may require verbal confirmation, be queued for review, or remain unavailable on an outbound call.
Troubleshooting
When an outbound attempt does not progress
No agent is available in Outbound
Assign a voice agent to the business and confirm it has a working voice setup and a phone number that can place outbound calls.
Lead was blocked before queueing
Read the DNC, consent, phone-format, or automation-pause reason. Do not work around a permission block.
Attempt remains pending
Compare the scheduled time with the lead and business timezone, allowed hours, and call schedule.
The phone service did not start the call
Read the exact error. Service limits, outages, and timeouts may be safe to retry. Fix configuration or permission failures first.
Call shows busy or no-answer
That is a real finished attempt, not a system failure. Let the configured call schedule decide whether another permitted attempt should run.
Status looks stale
Use Refresh to get the latest status. If it still looks wrong, compare the call reference with the call detail before retrying.