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Blended Campaigns in Ringingo combine inbound and outbound dialing in a single campaign context. Agents receive inbound calls while the system manages automated outbound dialing. When an inbound call arrives, the dialer pauses outbound calls for that agent, routes the inbound call, and returns the agent to the outbound pool once the interaction ends. Blended campaigns are ideal for teams that need to maximise agent utilisation across both directions, such as sales handling prospecting alongside inbound enquiries.

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How blended differs from outbound

The Blended Campaign form shares the same field structure as Outbound Campaigns. The key differences:
  • Inbound routing permissions define which Call Queues, Ring Groups, and Messaging Queues agents may receive traffic from while participating in outbound dialing.
  • Allowed Messaging Queue is exclusive to Blended campaigns. Link a messaging queue to let agents handle chat or SMS alongside voice.

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Create a blended campaign

1

Open the form

Navigate to Contact Center → Blended Campaign and click + Create Blended Campaign.
2

Fill in the core fields

Complete Name, Dial Method, Manual Dialed Lead Group, Campaign Outgoing Rules, Lead Type, and Status. Fields match Outbound.
3

Configure advance fields

In addition to the outbound advance fields, populate:
  • Allowed Call Queue
  • Allowed Ring Group
  • Allowed Messaging Queue (Blended-only)
  • Retries, Recording, CPS, Web Form, Wrap-Up, Auto-Answer, and Agent Script
4

Save and enable

Save and enable the campaign.
Ensure the Allowed Call Queue and Allowed Ring Group fields are populated with active queues. Without them, agents in the campaign will not receive inbound calls and the blended functionality will not operate correctly.

Outbound campaigns

Field reference shared with Blended.

Messaging Queues

Route SMS and chat to blended agents.

Call Queues

Configure the inbound waiting queue.