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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.

Open Items

  • [ ] Axiom opportunity — axiom-017 (queued, not yet authored): "Campaign orchestration: multi-step + omnichannel + bot-or-human". Run bmad-axiom-elicitation when ready. Seed: ExpertFlow campaigns are multi-step, omnichannel, and can invoke a bot OR a human agent at any step (CPA via IVR/chatbot; answering-machine → voicebot; live answer → ROUTING to human). Contrast: Cisco/Zoom outbound is single-step, voice-only.
  • [ ] Dependency assessment — full chain needs SA review; secondary dependency on conversational-ai features (bot invocation) not captured yet (forward ref: no specific feature ID confirmed); set dependencies_assessed: true after review
  • [ ] Secondary domain note — bot-or-human routing at each step has a conversational-ai dependency; ammara.bokhari (core-objects lead) should coordinate with ehtasham.malik (conversational-ai lead) during review
  • [ ] Effort estimate — replace 0 with rough engineering days
  • [ ] Pattern membership — add efv-core-objects-011 to efv-sol-011 (Outbound Campaign Management) features_included; also evaluate efv-sol-003 (AI Chat Bot + Human Handoff) and efv-sol-004 (AI Voice Bot + Human Handoff) if bot steps are used
  • [ ] implementation_stack — populate: Conversation Studio step nodes, n8n (if workflow orchestration), channel adapters for SMS/email dispatch
  • [ ] funding_track — populate when backlog prioritisation occurs