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A blended campaign handles both inbound and outbound calls simultaneously. Agents are receiving incoming customer calls while the auto-dialer is simultaneously working through an outbound lead list. It includes all outbound features plus a Messaging Queue for handling digital channels alongside voice.

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Prerequisites

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Creating the Campaign

1

Navigate to Blended Campaign

Go to Contact Center → Blended Campaign in the left sidebar menu.
2

Create a new campaign

Click + Create Blended Campaign.
3

Fill in the basic fields

Fill in the same basic fields used for an Outbound Campaign. See How to Create an Outbound Campaign for the full field list.
4

Configure Advance Fields

Configure the Advance Fields. The key difference from Outbound is the addition of:
5

Link components and save

Link all supporting components and click Save.
When configuring a Blended Campaign, ensure the Allowed Call Queue and Allowed Ring Group fields are populated with valid active queues. Without these, agents in the campaign are not receiving inbound calls and the blended functionality is not operating correctly.

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Campaign Setup Order (All Types)

Always follow this order to avoid errors:
  1. Create supporting components first: Lead Group, DID, Call Queue, Ring Group, IVR, Audio Prompt, Web Form, Messaging Queue.
  2. Create the main campaign and fill in the basic fields.
  3. Open the Advance Fields section and link the components created in step 1.
  4. Set Status to Enable to make the campaign live.