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Access the Campaigns at https://platform.bolna.ai/campaigns

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Overview

Bolna’s workflow and campaign system allows you to create automated communication sequences that can include phone calls, WhatsApp messages, and email notifications. These workflows can be chained together with conditional logic to create complex multi-step campaigns.

Bolna Workflows and Campaigns Dashboard

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Key Concepts

  • Workflows: Reusable templates of multi-step communications (calls, WhatsApp, emails) including delays between steps
  • Campaigns: Deployments that execute workflows with specific contact data and timing
  • Steps: Individual actions within a workflow (call, WhatsApp, email, retry)
  • Criteria: Conditions that determine workflow transitions and campaign flow
  • Agents: AI assistants that handle the actual communication

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Workflows

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What are Workflows?

Workflows are predefined sequences of communication steps that can be reused across multiple campaigns. They define the type, timing, and order of actions, making it easy to create consistent communication patterns.

Workflow Builder Interface

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Workflow Step Types

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1. Call Steps

  • Purpose: Initiate outbound phone calls to contacts
  • Features: AI-powered conversations, voicemail detection, call timeout settings
  • Timing: Configurable delay from previous step

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2. WhatsApp Steps

  • Purpose: Send WhatsApp messages to contacts
  • Features: Pre-notification before calls, interactive buttons and CTAs
  • Timing: Configurable delay from previous step

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3. Email Steps

  • Purpose: Send email notifications and follow-ups
  • Features: Template-based emails, scheduling information
  • Timing: Configurable delay from previous step

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Creating Workflows

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Step 1: Access Workflow Builder

  1. Navigate to the Workflows section in your dashboard
  2. Click “Add New Workflow” or select an existing workflow to edit
  3. The visual workflow builder opens with drag-and-drop functionality

Accessing the Workflow Builder

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Step 2: Add Steps

  1. Add Steps: Click the “Add Step” button to insert new communication steps
  2. Step Types: Choose from Call, WhatsApp, or Email

Adding Steps to Workflow

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Step 3: Configure Steps

  • Step Label: Give each step a descriptive name
  • Timing: Set delay in minutes from previous step
  • Step Configuration: Configure specific settings for each step type

Editing Workflow Steps

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Step 4: Save

  • Click “Save Workflow” to persist your changes

Saving Workflow Changes

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Workflow Examples

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Basic Call Workflow

Step 1: Call (0 min delay)

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Advanced Multi-Step Workflow

Step 1: WhatsApp (0 min delay)
Step 2: Call (30 min delay)
Step 3: Email (60 min delay)
WhatsApp notification, call after 30 minutes, then email follow-up.

Example Workflow Flows

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Campaigns

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What are Campaigns?

Campaigns are deployments that execute workflows with specific contact data, selected agents, and defined schedules. They can be simple (single workflow) or advanced (multi-workflow with conditional logic).

Campaign Dashboard

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Campaign Types

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Single Workflow Campaigns

  • Execute one workflow across all selected contacts
  • Simple setup and execution
  • Perfect for basic outreach and follow-up sequences

Single Workflow Campaign Setup

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Multi-Workflow Campaigns

  • Chain multiple workflows using conditional criteria
  • Advanced conditional logic based on call outcomes
  • Perfect for complex sales processes and lead nurturing

Multi-Workflow Campaign Setup

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Creating Campaigns

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Step 1: Campaign Details

  1. Campaign Name: Choose a descriptive name for your campaign
  2. Description: Optional description of the campaign purpose
  3. CSV File: Upload contact data in CSV format
  • Required Fields: Name, phone_number (in E.164 format)x
  • Optional Fields: Any variables used in the agent

Campaign Details Configuration

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Step 2: Workflow & Agent Selection

  1. Select Workflow: Choose from your available workflows
  2. Select Agent: Choose the AI assistant for communication
  3. Phone Number: Optional caller ID for outbound calls
  4. Add Multiple Workflows: For complex campaigns with multiple workflow pairs

Workflow and Agent Selection

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Step 3: Advanced Configuration (Multi-Workflow)

  1. Add Workflow Pairs: Workflow + Agent combinations
  2. Set Criteria: Conditions for workflow transitions
  3. Configure Timing: When to start next workflow
  4. Test Configuration: Validate setup before launch

Multi-Workflow Configuration

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Step 5: Review & Launch

  1. Review Summary: Check all settings and configurations
  2. Validate Data: Ensure contact data is correct and complete
  3. Launch Campaign: Start execution and monitor progress

Campaign Review and Launch

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Multi-workflow Campaigns

For multi-workflow campaigns, you can create workflow-agent pairs with specific criteria:

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Basic Pair

  • Workflow: Select workflow
  • Agent: Choose AI assistant
  • Phone Number: The number agent calls from

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Advanced Pair with Criteria

  • Workflow: Select workflow
  • Agent: Choose AI assistant
  • Phone Number: The number agent calls from
  • Criteria: Conditions for transition
  • Next Workflow Time: When to start next workflow

Workflow Pair Configuration

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Criteria and Conditions

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Supported Conditions

  • Equality: ==, !=
  • Comparison: >, <, >=, <=

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Logical Operators

  • AND: All conditions must be true
  • OR: Any condition can be true

Criteria Configuration Interface

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CSV Data Format

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Required Format

All phone numbers should include the country prefix in E.164 format and use contact_number as the header.
example_batch_file.csv
contact_number,first_name,last_name,email
+91931237890,Bruce,Wayne,bruce@example.com
+91912345678,Bruce,Lee,bruce.lee@example.com
+91921000000,Satoshi,Nakamoto,satoshi@example.com
+44999999007,James,Bond,james@example.com

CSV Data Format Example

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Callback Matching

When contacts call back to your Bolna phone number, the system automatically matches their phone number to the corresponding row in your CSV data. This enables the AI agent to access all the contact’s information during the conversation. How it works:
  • When a contact calls back, Bolna identifies them by their phone number
  • The system retrieves all variables from the matching CSV row
  • The AI agent can reference any field from the CSV during the conversation
  • This provides personalized context for each callback interaction
Example: If your CSV contains first_name, company, and product_interest fields, the agent can say: “Hi John, I see you’re calling about the product you showed interest in at Acme Corp.”

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Excel/Google Sheets Export Tips

In Excel, when you type a + at the beginning of a cell, Excel interprets it as a formula. To ensure the plus sign + is retained when entering phone numbers with country codes,
please add an apostrophe (') before the plus sign.
Campaign system is currently in beta testing. While phone call workflows are fully functional, WhatsApp and email integration features are under active development and will be available in upcoming releases.

Get Started

Create your first workflow