Outbound Campaign Types (AI, Human, Human-in-the-Loop, AI In-the-Loop)

At a glance

🎧 AI In-the-Loop

This is the newest method. You make every call, and your AI assistant is on the line with you, muted. The prospect only ever hears a human unless you bring the assistant in. That matters for cold outreach: calls that open with a human voice are far less likely to be reported and flagged as spam than calls that open with an AI.

While you talk, the assistant listens. When you need it, unmute it and ask it to do something: book a meeting on your calendar, look up a price, translate, or take a note. Then mute it again and carry on.

Two ways to work the list

Power dial (default). Start the campaign and it rings your phone from the campaign line, one contact at a time, during the call hours you set. When you pick up you hear the assistant whisper who is next (“Next call: Jane at Acme”), then the prospect’s phone rings. When that call ends, the next one comes when you are ready. If you do not pick up, or your voicemail answers, the campaign pauses itself and tells you why on the campaign page.

Click-to-call. Press Call with AI next to any contact on the campaign page, or Call next contact at the top. The browser dialer opens with the assistant already selected and muted. The same works from the TriLuna mobile app.

Controlling the assistant during a call

• Browser dialer: use the AI toggle, or press ## on the dialpad.
• Mobile app: open the call under Current Calls and use the mute / unmute AI button.
• By voice: say “please unmute” to the assistant, and “please mute” when you are done.

What the assistant knows

Before each call the assistant is briefed with the campaign name and purpose, the prospect’s name, company and notes, your talking points, and the “What should the AI help with?” instructions you wrote when creating the campaign. You can edit those instructions later on the campaign’s Settings tab.

Settings

After the call

Every call is recorded. The contact’s status updates automatically (completed, no answer, busy). A prospect who did not pick up goes back into the queue and is retried on a later pass, up to three attempts.

When you dial from the app, the “How did it go?” sheet asks you to record the outcome: Qualified Lead, Not Qualified, Voicemail Left, Voicemail Box Full, Didn’t Answer or Do Not Call. The three “nobody picked up” choices are not counted as leads. On the campaign’s Analytics tab they appear as their own buckets (“Voicemails left” and “Not reached”), so “Not qualified” only ever means you spoke to someone who said no. When the assistant reaches a voicemail or call-screening service but hangs up without leaving a message, the call shows as Reached voicemail and counts as “Not reached”. Voicemail left only appears when a message was actually left. Calls by day are grouped in the campaign’s timezone.

🤝 Human In-the-Loop

The mirror image of AI In-the-Loop. The AI agent makes the call and runs the conversation inside a live conference. Nothing rings you when a call starts. When the agent judges the prospect to be a real, viable lead it sends you a push notification, “Qualified lead, tap to join”, and you drop into the call. You can also join any live call at any time: from Current Calls in the app, or on the campaign page in the web app, where Listen appears right next to the contact while the AI is on the line with them. On the web everyone starts by listening: you hear the call without being heard, and nobody on the call is told you are there. When you’re ready to take over, press Speak to unmute yourself, and Stop speaking to go back to listening. You stay on the call throughout, so there’s no reconnecting and no beep. Once you’re speaking, Mute AI silences the AI for everyone on the call (it still hears the call, and Unmute AI brings it back). Speak and Mute AI appear only for the campaign’s owner and people it’s shared with as Can edit. As soon as you listen, a live transcript of the call opens above the contact list and follows the conversation as it happens. It shows what the contact says under their name, and what they hear from your side (the AI, and you or a colleague once you speak) as TriLuna. Whoever is talking right now appears as a faded line that fills in as they speak, and it becomes a normal line when they finish. It appears a few seconds after the contact picks up, and you can still read it after you leave the call. Nothing is announced when you join or speak, so the AI isn’t cut off mid-sentence. Press Speak, introduce yourself (“Hi, it’s Sam from Acme”) and the AI will hand the call over to you. A qualified lead is flagged next to the contact, and the web app can send a desktop notification when a lead qualifies while the tab is in the background.

Use this when the list is cold and long and you only want to spend your time on the calls that turn into something. Optionally turn on the SMS primer (on the campaign’s Follow-ups tab) so each contact is texted first and only called after they reply YES. The same tab can text contacts after a call, too: see Campaign texts.

When a call can’t go through

If the phone network refuses a call, the contact shows why. Hover the outcome on the campaign page, or open the contact’s Activity page to see the reason, for example “Number not in service (Twilio 13224 · SIP 404)”.

• Number not in service: the number is disconnected or doesn’t exist. The contact is marked invalid and is never dialled again.
• Carrier temporarily unavailable: the phone network couldn’t connect the call at that moment. TriLuna tries once more about three hours later, within your calling hours. If that try fails as well, the contact stays failed.
• Carrier rejected the call or Call failed: the contact is marked failed. Press Retry on the contact if you want to call it again.

🤖 AI Agent

Fully automated. The AI agent calls each contact and has the conversation on its own, following the script and instructions you give it. There is no conference to join. Use it for warm lists, reminders, surveys and follow-ups where a fully automated call is expected.

👨‍💼 Human Sales Rep

A plain VoIP campaign with no AI. Press Call next to a contact on the campaign page to dial from your browser. Use it when you want the call tracked against a list but do not want an assistant on the line.

Finding the campaign from a call

Human In-the-Loop and AI In-the-Loop calls each get their own conference call page in your call history. Its Outbound Campaign field links back to the campaign that placed the call, and to the contact on that campaign’s list. You see the link if you own the campaign or it is shared with you.

An AI Agent call’s conversation page shows a From campaign box at the top, with the campaign’s name and the contact it called. The name links to the campaign if you own it or it is shared with you. If not, you see the name without a link. Deleting a contact from a campaign keeps its call history, so this link stays even after the contact is gone. If the call was a scheduled callback rather than one of the campaign’s first calls, the box says Callback from campaign instead (see Retrying a Campaign Contact).

Emails after a campaign call

Campaign calls don’t send the “new call” or voicemail email, text or push that inbound calls do. Once the call ends and TriLuna has reviewed the conversation, the campaign owner gets one email, and only if the review shows something to follow up on. That means the contact was interested, asked for a callback, is a qualified lead, set an appointment, asked for a proposal or gave a referral. The email says why it was flagged and links to the conversation and to the campaign.

Calls with nothing to follow up on send no email. That includes hang-ups, voicemails and very short calls. They’re still in the campaign’s contact list and in your call history.

Adding contacts

Add Contacts and Queue this list on the campaign page are hidden while the campaign is running, so the list can’t change under a live dialler. Pause the campaign, add contacts or queue a list, then resume.

Once a campaign is completed, Add Contacts is hidden too, because nothing would dial the new contacts. To run it again, use Queue this list under Runs: that reopens the campaign and dials the list.

When a contact is skipped

Every campaign type checks each number just before dialling. A contact is skipped, not called, when:

• the number has asked not to be called;
• it is outside permitted calling hours where the contact lives (it is retried later);
• (only if you turn it on for the campaign) another of your campaigns that is still running called the same number within the window you set. This is off by default, so re-dialling a test list is never blocked. Ask support to switch it on if you run several campaigns at once over lists that share people.

Choosing

• Prospect has never heard of you and you want the best chance of a real conversation: AI In-the-Loop.
• Long cold list, your time is the bottleneck: Human In-the-Loop.
• Warm list, routine message: AI Agent.
• Just need a dialer with tracking: Human Sales Rep.