Skip to main content

​
Overview

Following best practices helps ensure your batch calls execute successfully, reach recipients effectively, and provide valuable results.

​
Batch Call Planning

​
Define Business Hours

Set Appropriate Time Ranges:
  • Define time ranges that match your business hours
  • Consider recipient timezones for global batch calls
  • Avoid calling outside business hours
  • Respect local calling regulations
Example: 
Good: 9 AM - 6 PM, Monday-Friday (business hours)
Bad: 24/7 (may violate regulations or annoy recipients)

​
Test with Small Batches

Before Large Batch Calls:
  • Test with 5-10 recipients first
  • Verify agent behavior
  • Check dynamic variables work correctly
  • Validate call quality
  • Review call outcomes
Benefits:
  • Catch issues early
  • Validate agent configuration
  • Ensure variables are used correctly
  • Avoid wasting resources

​
Ensure CSV Variables Match Agent Expectations

Variable Alignment:
  • Verify agent references variables correctly
  • Test variable substitution
  • Ensure variable names match CSV columns
  • Check variable values are appropriate
Example: 
CSV: plan,language
Agent: "You have a {{plan}} plan. Language: {{language}}"
Result: Variables work correctly
If variables don’t match agent expectations, they are ignored. No error is raised, but personalization won’t work.

​
CSV Management

​
Use the Template

Download Template:
  • Use the downloadable CSV template from UI
  • Ensures proper column names
  • Includes required fields
  • Shows example format
Benefits:
  • Reduces validation errors
  • Faster upload process
  • Consistent format
  • Clear structure

​
Validate Before Upload

Pre-Upload Checks:
  • Verify phone numbers are valid
  • Check E.164 format compliance
  • Ensure required columns present
  • Review dynamic variable names
  • Test with small sample
Tools:
  • Use CSV validators
  • Check phone number formats
  • Verify data completeness
  • Review for duplicates

​
Organize CSV Data

Best Practices:
  • Use clear column names
  • Include all required fields
  • Organize dynamic variables logically
  • Keep data clean and consistent
  • Remove invalid entries before upload
Example:
phone_numbernameplanlanguageregion
+12025551234JohnProENUS
+12025551235JaneBasicESMX

​
Scheduling Best Practices

​
Use Scheduling for Global Batch Calls

Timezone Considerations:
  • Schedule batch calls for appropriate times
  • Consider recipient timezones
  • Use timezone-aware scheduling
  • Avoid off-hours calling
Example: 
Batch Call for US recipients:
Schedule: 10 AM EST
Time Range: 9 AM - 6 PM EST
Days: Monday-Friday

​
Plan Around Time Ranges

Time Range Strategy:
  • Set realistic time ranges
  • Consider business hours
  • Account for timezone differences
  • Plan for gradual execution
Expectations:
  • Calls outside range are deferred
  • Execution may take time
  • All calls eventually execute
  • Batch Call continues running

​
Concurrency Management

​
Expect Gradual Execution

Under Concurrency Limits:
  • Batch Calls always start
  • Calls queue automatically
  • Execution is gradual
  • All calls eventually complete
Planning:
  • Don’t expect instant completion
  • Plan for extended execution times
  • Monitor progress regularly
  • Be patient with large batch calls

​
Understand Capacity

Subscription Limits:
  • Know your plan’s concurrency limit
  • Plan batch call sizes accordingly
  • Consider execution time
  • Factor in other active batch calls
Example: 
Plan: 2 concurrent calls
Batch Call: 100 recipients
Expected: Gradual execution over time
Reality: All calls complete, just takes time

​
Agent Configuration

​
Test Agent Before Batch Call

Pre-Batch Call Testing:
  • Test agent with sample calls
  • Verify agent behavior
  • Check variable usage
  • Validate responses
  • Ensure proper configuration
Benefits:
  • Catch issues early
  • Verify personalization works
  • Ensure quality responses
  • Avoid batch call failures

​
Configure Dynamic Variables

Variable Setup:
  • Define variables agent will use
  • Test variable substitution
  • Ensure variable names match
  • Verify values are appropriate
  • Document variable usage
Example: 
Agent Prompt: "Hello {{name}}, your {{plan}} plan includes..."
CSV Variables: name, plan
Result: Personalization works correctly

​
Monitoring & Management

​
Monitor Batch Call Progress

Regular Monitoring:
  • Check batch call status regularly
  • Review recipient statuses
  • Monitor failure rates
  • Watch for issues
  • Track completion progress
Key Metrics:
  • Total recipients
  • Completed count
  • Failed count
  • No answer count
  • Progress percentage

​
Review Call Outcomes

After Completion:
  • Review completed calls
  • Analyze failure reasons
  • Check no-answer patterns
  • Identify improvement opportunities
  • Plan retries if needed
Analysis:
  • Success rate
  • Failure patterns
  • Time of day effectiveness
  • Recipient engagement
  • Agent performance

​
Use Retry Strategically

When to Retry:
  • Batch Call has failed recipients
  • Some recipients didn’t answer
  • Temporary issues occurred
  • Want to attempt again
Retry Strategy:
  • Review failure reasons first
  • Fix underlying issues if possible
  • Retry during appropriate times
  • Monitor retry results

​
Error Prevention

​
Validate Phone Numbers

Before Upload:
  • Verify phone number formats
  • Check E.164 compliance
  • Remove invalid numbers
  • Use ignoreE164Validation if needed
  • Test with sample numbers
Validation:
  • Required format compliance
  • Minimum length (7 digits)
  • Valid characters only
  • Proper country codes

​
Check Agent Configuration

Pre-Batch Call Checks:
  • Agent is active and configured
  • Agent has been tested
  • Variables are properly referenced
  • Agent behavior is validated
  • Configuration is correct

​
Verify Time Settings

Schedule Validation:
  • Scheduled time is in future
  • Timezone is correct
  • Time range is appropriate
  • Days are correctly selected
  • No conflicts with constraints

​
Performance Optimization

​
Batch Call Size

Optimal Sizes:
  • Start with smaller batch calls
  • Scale up based on results
  • Consider concurrency limits
  • Plan execution time
  • Monitor performance
Guidelines:
  • Test with 10-50 recipients
  • Scale to 100-500 for production
  • Large batch calls: 1000+ (plan accordingly)
  • Consider execution time
  • Factor in concurrency

​
CSV Optimization

File Preparation:
  • Clean data before upload
  • Remove duplicates
  • Validate phone numbers
  • Organize variables logically
  • Use consistent formatting
Benefits:
  • Faster validation
  • Fewer errors
  • Better organization
  • Easier management
  • Improved results

​
Common Mistakes to Avoid

​
❌ Skipping Testing

Problem:
  • Batch Call fails unexpectedly
  • Variables don’t work
  • Agent behavior issues
  • Poor call quality
Solution:
  • Always test with small batches
  • Verify agent configuration
  • Test variable usage
  • Validate before large batch calls

​
❌ Ignoring Time Ranges

Problem:
  • Calls at inappropriate times
  • Low answer rates
  • Recipient complaints
  • Regulatory violations
Solution:
  • Set appropriate time ranges
  • Consider timezones
  • Respect business hours
  • Follow regulations

​
❌ Mismatched Variables

Problem:
  • Variables not used by agent
  • Personalization doesn’t work
  • No error raised
  • Confusion about why
Solution:
  • Verify agent references variables
  • Test variable substitution
  • Match CSV columns to agent expectations
  • Document variable usage

​
❌ Not Monitoring Progress

Problem:
  • Missed issues
  • Delayed problem detection
  • Wasted resources
  • Poor results
Solution:
  • Monitor regularly
  • Check statuses
  • Review outcomes
  • Act on issues promptly

​
❌ Expecting Instant Completion

Problem:
  • Frustration with gradual execution
  • Misunderstanding concurrency
  • Premature actions
  • Unrealistic expectations
Solution:
  • Understand concurrency limits
  • Expect gradual execution
  • Plan for extended times
  • Be patient with large batch calls

​
Advanced Tips

​
Batch Call Segmentation

Strategy:
  • Segment by recipient type
  • Use different agents per segment
  • Customize variables per segment
  • Optimize per segment
Example: 
Segment 1: Existing customers (warm)
Segment 2: New leads (cold)
Segment 3: Follow-ups (retry)

​
Variable Personalization

Effective Use:
  • Use meaningful variable names
  • Provide relevant values
  • Test personalization
  • Verify agent usage
  • Monitor effectiveness

​
Retry Strategy

When to Retry:
  • Temporary failures
  • No-answer scenarios
  • Network issues
  • System errors
Retry Timing:
  • Wait appropriate time
  • Consider time ranges
  • Review failure reasons
  • Plan retry schedule

​
Measuring Success

​
Key Metrics

Batch Call Metrics:
  • Total recipients
  • Completion rate
  • Success rate
  • Failure rate
  • No-answer rate
Performance Metrics:
  • Execution time
  • Average call duration
  • Answer rate
  • Engagement rate

​
Continuous Improvement

Process:
  1. Monitor batch call results
  2. Analyze outcomes
  3. Identify improvements
  4. Implement changes
  5. Test and iterate

​
Next Steps

Creating Batch Calls

Learn how to create batch calls following best practices

Managing Batch Calls

Optimize batch call management

Recipients & Status

Monitor and analyze batch call results

Introduction

Understand batch call fundamentals