Campaigns Best Practices

Following these practices will help you run campaigns that are well-organized, reach more recipients, and respect their experience.

• Organize with Campaign Groups from the start — Set up groups thoughtfully, since they act like departments and control which campaigns each user can see. Clear, meaningful group names make it easier to keep activity segmented and visibility appropriate.
• Match campaign duration to the message type — Use the duration guidelines as a guide: up to 24 hours for emergency alerts, 7 days for service notifications, 14 days for general communications, and 30 days for surveys.
• Respect recipients with quiet hours — Define quiet-hour windows so calls and messages aren't sent at inappropriate times, which helps protect your sender reputation and recipient goodwill.
• Clean your contact list before uploading — Double-check that your CSV uses the exact required column headers, includes all required values, and formats phone numbers correctly (at least 11 digits, no spaces, dashes, or parentheses; a leading + is optional and is added automatically if missing). This prevents processing errors and failed sends.
• Use the language column to personalize reach — When contacting a mixed audience, specify each recipient's preferred language (en-US or es-US) so messages are delivered in the right language.
• Fine-tune voice with SSML — For voice campaigns, use the SSML editor to control pacing, pauses, pronunciation, and emphasis so messages sound clear and natural.
• Preview and review before launching — Use the Preview option to hear voice notifications ahead of time, and always review your messages, schedule, and contacts on the review screen before clicking Launch.
• Monitor performance and watch your spam rate — Check the Dashboard regularly to track delivery rate, response rate, and especially spam rate, which can signal deliverability issues worth addressing.