What a campaign is
A campaign is a list of people plus one brief. The AI calls each person, opens with your business name, says what you asked it to say, and does what you asked it to do — book a slot, take a yes/no, note a callback time. It uses the same receptionist you already set up, so it knows your services, hours and tone.
Three ways to run it
- Type them in, or paste a list. "Type them in" gives you a table: Name and Phone are always there, and + Add column adds your own — the column heading becomes the variable. "Paste from Excel" takes a pasted sheet instead; keep your header row and the same thing happens. Download the sample CSV to see the shape. Bare 10-digit Indian mobiles are fine; duplicates are removed.
- Follow up your leads. One click builds the list for you: everyone who called or messaged in the last 7, 30 or 90 days and did not end up booking. What they asked about on that first contact comes along automatically, so the follow-up call can open with it. Anyone who already booked is left out.
- Booking reminders. No list at all — your diary is the list. Switch it on, choose how far ahead to ring (5 minutes to 1 day before) and whether to try once or twice. The AI rings each customer before their appointment and can confirm, reschedule or cancel on the call.
Making every call personal: variables
Keep the header row on your spreadsheet and each column becomes a {{variable}}. A column headed Doctor gives you {{doctor}}; Appointment Date gives you {{appointment_date}}. Write them into the opening line or the brief and the AI fills them in for each person:
"Hi {{name}}, calling from Sunrise Dental about your appointment with {{doctor}} on {{appointment_date}}."
The portal lists the exact variables your file provides — click one to insert it. If you use a variable your list cannot fill, Naadham refuses to save the campaign and tells you which one, so a gap is never discovered on call 1 of 500. A value that is blank for one person is simply left out of that call; nobody ever hears a stray {{…}}.
Changing a campaign after you have started it
Open the campaign and press Edit. You can rename it, fix the opening line or the brief, change the language, widen the calling hours, or switch between one and two attempts — including while it is running, because the usual reason to edit is that the first few calls went out with the wrong wording. Calls already placed keep the wording they were placed with; the change applies to everyone still waiting. The list of people is deliberately fixed: to call a different set, make a new campaign.
Where the results show up
Outreach calls are ordinary calls, so they appear in Call logs next to your incoming ones, tagged with the campaign that placed them — there is a filter there for inbound only or outreach only. If the AI books an appointment on an outreach call, that booking appears in Bookings & requests marked Won by: Outreach · [campaign name], so you can see exactly which appointments your calling produced.
Branches and teams (Enterprise)
On Enterprise you can run a campaign for one branch, location or team rather than for the business as a whole, using the locations you already keep under Locations & team. The campaign is labelled with that branch everywhere it appears, so a group can tell each branch's calling apart. On other plans campaigns run for the whole business.
Why is nothing happening?
The campaign page always tells you. A Right now line explains what the dialer did on its last check — waiting for your calling hours, outside the legal 10:00–19:00 IST window, all lines busy, paused for minutes, or account not verified — and each person carries a reason next to their status. A Pipeline column shows exactly where each person is: Queued → Checks → Dialled → Answered → Conversation → QA score → Recording. If the dialer itself is down you see a banner, and Naadham's team is alerted the same way an inbound call failure alerts them.
What you get back, per person
| Column | Meaning |
|---|---|
| Status | Waiting · Calling · Spoke · No answer · Opted out |
| Call | Duration, outcome (booking / info / transfer) and a one-line summary |
| QA | A 0–100 quality score: greeting, understanding, resolution, compliance, etiquette — with flags if the AI strayed |
| Recording & transcript | Play the carrier recording in the portal; expand the full transcript. Both are kept for your plan's retention period. |
If you chose two attempts, someone who does not answer is tried once more — at least 30 minutes later, never straight back, and only inside your calling hours. A call that is still going on keeps its line until it ends, however long the conversation runs, so the campaign never dials more people at once than your lines allow.
If your account has the Naadham CRM, each person's result lands on their contact record by itself: a note for every result (answered, no answer, opted out) and a deal only when the call booked something, so a 500-number campaign does not open 500 deals. Answered calls also add the transcript and a recording link. You can still download the whole campaign as a CSV at any time for any other CRM.
How the AI behaves on these calls
- It says it is an AI assistant calling on behalf of your business, up front. This is required by law in India and it also gets better answers.
- If the person is busy it offers a callback and ends the call. It never pushes.
- If anyone asks to stop receiving calls, it apologises, confirms, and that number is never dialled again — by this campaign or any other.
- It follows your brief; it does not invent offers, prices or medical advice.
Lines, minutes and timing
Outreach comes with its own calling minutes and its own dialling lines, completely separate from the minutes and lines that answer your phone. That separation is deliberate and it runs both ways: a campaign can never spend the minutes your customers' calls depend on, and it can never occupy a line and make your own number ring engaged. If the outreach pool runs out the campaign pauses and your receptionist carries on answering, untouched.
Each connected call draws one minute per started minute from the outreach pool. Calls that ring out and are never answered cost you nothing — you are only ever charged for a conversation that actually happened. Calls are placed only inside the hours you set, and never outside 10:00–19:00 IST.
Your calling minutes refill on the 1st of each month, like the minutes on your plan, and unused ones do not roll over. If a campaign runs long you can buy an outreach top-up at any time; top-up minutes are valid 90 days. The Outreach screen always shows how many are left, how many you have used this month, and the date of the next refill.
Who can use it, and what it costs
Outreach is an add-on you switch on from the Growth plan upwards, and it needs a verified account. It includes a monthly pool of calling minutes and its own dialling lines, both stepping up with your plan; you can buy an outreach top-up at any time if a campaign runs long. Starter customers upgrade to Growth first. Prices are on the pricing page and in Billing.
Staying on the right side of the rules
Only call people who have a relationship with your business — existing patients, customers, leads who asked to hear from you. Naadham records your confirmation for each number, enforces the TRAI calling window, honours every opt-out immediately, and discloses the AI on every call. Read how Naadham keeps outbound calls compliant for the detail.
Frequently asked questions
Can the AI book appointments during an outreach call?
Yes. If your brief says to book, it offers real slots from your schedule and confirms the booking, exactly as it does on an incoming call. The booking appears in Bookings & requests.
How many people can it call at once?
The Outreach add-on brings its own dialling lines — 2 at a time on Growth, 5 on Scale, 10 on Enterprise. These are separate from the lines that answer incoming calls, so a campaign can never make your own number ring engaged.
What does a campaign call cost?
Connected minutes come out of your outreach pool, which is separate from the minutes that answer your phone. Calls nobody answers are free. Your answering minutes are never spent on a campaign.
Can I upload a CSV?
Yes — paste the rows straight from Excel, Google Sheets or a CSV file. Keep the header row: every column becomes a variable you can use in what the AI says, like {{doctor}} or {{appointment_date}}. Duplicates are removed.
Can the AI use details from my spreadsheet in what it says?
Yes. Keep your header row and each column becomes a {{variable}}. Write "Hi {{name}}, your appointment with {{doctor}} is on {{appointment_date}}" and the AI fills it in per person. The portal shows exactly which variables your file provides.
Can it call people before their appointment automatically?
Yes — that is the booking reminder setting in Outreach. Switch it on, pick how far ahead to call (5 minutes to 1 day before) and whether to try once or twice. It uses your bookings, so there is no list to maintain, and the calls draw on your outreach minutes.
Can I use it to call new leads who have never heard of us?
No. Campaigns are for your own customers and leads who agreed to hear from you. Cold-calling strangers breaks TRAI rules and gets numbers blocked; the confirmation you tick when creating a campaign says so.