How to Launch Automated Customer Calls with an AI Agent: Binom Telephony Campaigns
Auto-dialing in Binom is a campaign in which an AI employee calls contacts from a list on its own and talks with them according to your script: it reminds them about an appointment, confirms an order, invites them to a promotion, or collects feedback. You create the campaign in the "Telephony" section: you set the opening message and the script, upload a list of numbers as a CSV file, and choose the calling hours.
What you need before you start
- A connected SIP trunk. The "Telephony" item "Telephony" appears in the left menu of your account only after at least one SIP trunk is connected (how to connect a SIP trunk). If the item is missing, connect a trunk first.
- A plan that includes telephony. If the "Telephony" tab is not available under Integrations, see "Possible issues" below.
- A recipient list in a CSV file: names and phone numbers in international format, for example
+380501234567.
How to create a calling campaign
- Open "Telephony" in the left menu and click "New call campaign".
- The "Content" block:
- "Campaign name": for your own reference, for example "Appointment reminder, November";
- "Opening message": the first phrase Binom says when the contact picks up;
- "Call script": the goal of the conversation and what Binom should find out or offer.
- The "Settings" block:
- "Outbound caller ID": the number of your SIP trunk in international format;
- "Max attempts": how many times to call if there is no answer (from 1 to 10, default 3);
- "Retry interval (min)": the pause before a repeat call (default 60);
- "Parallel calls": how many calls run at the same time (default 1).
- The "Schedule" block: "Calling window from" and "to", "Working days" (default Mon-Fri), and the campaign "Start" and "End" dates.
- Click "New call campaign" at the bottom of the form. The message "Campaign created" will appear.
Important: times are entered in UTC
The "Time zone" field is fixed to UTC, so the calling window is set in UTC, not in local time. Subtract the difference from UTC from your local time. For example, for Kyiv in summer (UTC+3), calls from 10:00 to 18:00 local time correspond to a window from 07:00 to 15:00 UTC; in winter (UTC+2), from 08:00 to 16:00.
How to upload numbers for calling
- After the campaign is created, the "Recipients" block will appear on the same page. Click "Upload recipients (CSV)".
- Select a CSV file up to 30 MB with names and phone numbers.
- If you need to replace the existing list, select "Replace current recipients"; otherwise, the new numbers will be added to the existing ones.
- The message "Recipients uploaded" will appear, and the names and phone numbers will show in the "Recipient list". Check that the numbers are displayed correctly.
How to launch and test
- First, add your own number to the list and run the campaign on it. This way you will hear the opening message and check the script.
- Click "Start calling". The message "Calling started" will appear, and the campaign status will change to "Active".
- Calls are made only within the set window and on working days.
- Conversations appear in Chats with the source "Outbound call". To track campaign progress, see how to view call campaign results.
Possible issues
"To run call campaigns, connect the telephony integration"
What to do: connect a SIP trunk – instructions.
How to tell it's resolved: the "Telephony" option is in the menu, and the campaign starts.
"Campaign name is required", "Opening message is required", "Script is required"
What to do: fill in the highlighted field and click "New call campaign" again.
"File size exceeds 30 MB" or "Upload error"
What to do: split the list into several files of up to 30 MB each and upload them one at a time, without checking "Replace current recipients". Make sure the file is saved in CSV format.
Integration not available on your current plan
What you see: the card for Integrations in the catalog is grey and marked "Not available on your plan", or the tab says "Telephony integration is available on higher plans". On the free Free plan, messengers and external services cannot be connected (Free plan limits).
How to upgrade to the right plan:
- Find out which plan you need: in the Integrations section, hover over the grey card. The tooltip "Upgrade to the plan …" will name the most affordable plan that includes the Telephony integration. To compare the Free, Basic, Pro and Business plans, see how much Binom AI costs.
- Open Subscription. If you are on the free plan, click "Choose a plan". If you are on a paid plan, click "Compare plans".
- Select a plan and a billing period (monthly, every 3 months, or yearly), then click "Confirm and pay". The payment page will open.
- After payment, "Subscription payment successful!" will appear. Go back to Integrations → "Telephony". The card will be marked "Available".
Want to try it first? The 7-day trial period includes the features of the Basic plan: how to get a subscription or trial period. If "Payment was not completed. Your plan has not changed" appears after payment, try paying again or write to support@binomai.com with your account email and the plan you selected.
If the problem is not solved, write to support@binomai.com or tell Binom Tutor in chat "I want to speak with a person". Attach: the name of your Binom and campaign, a screenshot of the error and, if the list does not upload, the first 2-3 lines of the CSV file.
Other common questions
Can I build a calling robot without a programmer?
Yes. After connecting a SIP trunk, you create the campaign in your account in a few minutes: script, phone number list in CSV, and schedule.
How many times does Binom call back if the client does not answer?
As many times as set in the "Max attempts" field (up to 10), with the pause from the "Retry interval (min)" field.
Can calls be limited to business hours only?
Yes, set "Call window" and "Business days". Note that the time is specified in UTC.
