Multi-Step Campaign Orchestration

Description

Executes outbound campaigns as multi-step, omnichannel workflows where each step can invoke an IVR or bot (for call-progress analysis and voicemail handling), escalate to a human agent on live answer, or send a follow-up digital message (SMS, email) based on the call outcome. Campaign flows are authored in Conversation Studio and can branch on any call-progress event — answering machine, busy, no-answer, live answer — routing each outcome to the right next action without supervisor intervention.

Canonical use case

An insurance renewals campaign contacts 10 000 policyholders across three days. On live answer the call routes to a human agent; on answering machine a voicebot leaves a personalised renewal message and logs a callback request; on no-answer an SMS is sent with a renewal link. Each step is defined once in Conversation Studio; campaign supervisors see outcome breakdowns per step in real time without configuring separate IVR flows, bot flows, or SMS dispatch outside the campaign.