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Overview

Each batch call contains one or more recipients. The system tracks individual call statuses for each recipient, providing detailed visibility into batch call execution.

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Recipient Call Statuses

Recipients move through various call statuses during batch call execution:
StatusMeaningDescription
PENDINGWaitingRecipient is waiting to be processed
QUEUEDIn queueCall is queued waiting for capacity
IN_PROGRESSCall in progressCall is currently active
COMPLETEDCall completed successfullyCall finished successfully
FAILEDCall failedCall encountered an error
NO_ANSWERRecipient did not answerRecipient did not answer the call
Statuses are updated in real-time as calls progress. Use the Reload action to refresh recipient statuses.

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Status Lifecycle

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Typical Flow

PENDING → QUEUED → IN_PROGRESS → COMPLETED
                                    ↓
                                 FAILED
                                    ↓
                              NO_ANSWER
Flow Explanation:
  1. PENDING: Recipient added, waiting to be processed
  2. QUEUED: Call queued waiting for available capacity
  3. IN_PROGRESS: Call is actively in progress
  4. COMPLETED: Call finished successfully
  5. FAILED: Call encountered an error (alternative to COMPLETED)
  6. NO_ANSWER: Recipient did not answer (alternative to COMPLETED)

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Status Transitions

Normal Completion:
  • PENDING → QUEUED → IN_PROGRESS → COMPLETED
Failure Paths:
  • IN_PROGRESS → FAILED (call error)
  • IN_PROGRESS → NO_ANSWER (no answer)
Retry Behavior:
  • FAILED → PENDING (when batch call is retried)
  • NO_ANSWER → PENDING (when batch call is retried)

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Viewing Recipients

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Recipients List

The recipients list shows all recipients in the batch call: Displayed Information:
  • Phone number
  • Name (if provided)
  • Current status
  • Dynamic variables (if any)
List Features:
  • Sort by status
  • Filter by status
  • Search by phone number or name
  • View call details (for COMPLETED and FAILED)

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Status Filtering

Filter recipients by status:
  • All - Show all recipients
  • PENDING - Waiting to be processed
  • QUEUED - In queue
  • IN_PROGRESS - Currently active
  • COMPLETED - Successfully completed
  • FAILED - Failed calls
  • NO_ANSWER - No answer

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Status Counts

The recipients view displays counts for each status:
  • Total recipients
  • Count per status
  • Progress percentage
  • Visual status distribution

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Call Details Drawer

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Availability

Call details are available only for:
  • COMPLETED recipients
  • FAILED recipients
Call details provide comprehensive information about the call outcome, including duration, transcript, and error information.

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Accessing Call Details

  1. Navigate to batch call recipients list
  2. Find a COMPLETED or FAILED recipient
  3. Click on the recipient row
  4. Call details drawer opens

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Information Shown

For COMPLETED Calls:
  • Call duration
  • Start time
  • End time
  • Call transcript (if available)
  • Agent responses
  • User interactions
  • Dynamic variables used
For FAILED Calls:
  • Failure reason
  • Error message
  • Attempt time
  • Failure type
  • Retry eligibility

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Retry Behavior

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When Batch Calls Are Retried

Batch Calls can be retried when:
  • Batch Call status is FAILED
  • Batch Call status is CANCELLED
  • Batch Call status is COMPLETED (with failures)

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Which Recipients Are Retried

Retried:
  • FAILED recipients
  • NO_ANSWER recipients
Skipped:
  • COMPLETED recipients (not retried)
Retry uses the same batch call ID and only attempts calls for recipients that failed or didn’t answer. Successfully completed calls are preserved and not retried.

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Retry Process

  1. Batch Call is retried (via Retry action)
  2. Status changes to RUNNING
  3. FAILED and NO_ANSWER recipients change to PENDING
  4. COMPLETED recipients remain COMPLETED
  5. Batch Call processes retry recipients

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Dynamic Variables

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Overview

Dynamic variables are additional data passed to the agent for each recipient. They enable per-recipient personalization.

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How Variables Work

In CSV:
phone_numbernameplanlanguage
+12025551234JohnProEN
+12025551235JaneBasicES
In Batch Call:
  • plan and language are dynamic variables
  • Passed as key-value pairs to the agent
  • Available for agent to reference

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Variable Usage

Important:
  • Variables are only used if the Voice Agent explicitly references them
  • If a variable is not used by the agent, it is ignored
  • No error is raised if variables are unused
  • Call behavior is unaffected by unused variables
Example: 
Agent prompt: "Hello {{name}}, you have a {{plan}} plan."
Variables: name="John", plan="Pro"
Result: "Hello John, you have a Pro plan."

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Viewing Variables

In Recipients List:
  • Dynamic variables shown as columns
  • Editable during CSV validation
  • Read-only after batch call creation
In Call Details:
  • Variables shown in call information
  • Values used during call displayed
  • Helps verify personalization

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Recipient Management

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Adding Recipients

During Creation:
  • Upload CSV file
  • Validate recipients
  • Fix rejected rows
  • Confirm to add
After Creation:
  • Recipients cannot be added after batch call creation
  • Create new batch call for additional recipients

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Editing Recipients

Before Batch Call Start:
  • Edit during CSV validation
  • Fix rejected rows
  • Update dynamic variables
After Batch Call Start:
  • Recipients cannot be edited
  • Data is locked for consistency

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Removing Recipients

Before Batch Call Start:
  • Remove rejected rows during validation
  • Don’t add to batch call
After Batch Call Start:
  • Recipients cannot be removed
  • All recipients are processed

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Status Monitoring

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Real-Time Updates

Automatic Updates:
  • Statuses update in real-time
  • No manual refresh needed
  • Changes appear automatically
Manual Refresh:
  • Use Reload action to force refresh
  • Fetches latest data from server
  • Updates all recipient statuses

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Progress Tracking

Visual Indicators:
  • Progress bar showing completion
  • Status counts and percentages
  • Color-coded status indicators
Metrics:
  • Total recipients
  • Completed count
  • Failed count
  • No answer count
  • Pending count
  • In progress count

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Best Practices

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Monitoring Recipients

During Execution:
  • Monitor status distribution
  • Watch for high failure rates
  • Check in-progress calls
  • Review completed calls
After Completion:
  • Review failure reasons
  • Analyze no-answer patterns
  • Check call details for insights
  • Plan retries if needed

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Understanding Statuses

COMPLETED:
  • Successful calls
  • Review call details for quality
  • Use for success metrics
FAILED:
  • Error occurred
  • Review error messages
  • Check for patterns
  • Retry if appropriate
NO_ANSWER:
  • Recipient didn’t answer
  • May retry later
  • Consider time range adjustments

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Troubleshooting

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Recipients Stuck in PENDING

Possible Causes:
  • Batch Call is PAUSED
  • Batch Call is SCHEDULED (not started)
  • All capacity used
  • Time range constraints
Solutions:
  • Check batch call status
  • Verify time range settings
  • Wait for capacity
  • Resume if paused

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High Failure Rate

Possible Causes:
  • Invalid phone numbers
  • Network issues
  • Agent configuration problems
  • System errors
Solutions:
  • Review failure reasons
  • Check phone number validity
  • Verify agent configuration
  • Contact support if persistent

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Status Not Updating

Possible Causes:
  • Real-time updates delayed
  • Browser cache issues
  • Network problems
Solutions:
  • Use Reload action
  • Refresh page
  • Check network connection
  • Wait a few moments

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Next Steps

Managing Batch Calls

Control batch call execution and status

Creating Batch Calls

Learn how to upload and validate recipients

Best Practices

Optimize recipient management