Introducing Campaign Composer: Proactive, compliant outreach

Earlier this year, Proactive Agents gave Decagon agents the ability to reach out first instead of waiting for a customer to get in touch. Today we're taking that further with Campaign Composer, where teams can build and run outbound efforts end to end. These campaigns don't stop at a single touch: they follow up over days or weeks to ensure an outcome is met. That could be to remind a customer about an upcoming payment, check in on a patient's prescription refill, or sell an upgraded seat on an upcoming flight, picking cases back up where they left off each time.

Building a tool that can place a call or send a text is the simple piece. The hard part is running outbound at scale in a regulated business: configuring the outreach strategy, staying compliant with state and federal regulations, and optimizing outreach based on what's working across millions of attempts. Campaign Composer is your control center, with everything configured by your team in one place.

Full control over your outreach strategy

Outreach strategy is a business decision that shifts fast, so every change needs to be readily available. Campaign Composer keeps the channels, the hours campaigns are allowed to run, and the retry logic in the product, which means attempt caps and cadence are yours to change without an SDK build or a ticket to a vendor. The same holds mid-conversation: when a customer says now isn't a good time, the agent books a scheduled callback, so the touch becomes a planned next step instead of a dropped thread.

Take a debt collection attempt as an example. The day a payment goes overdue, the agent sends an SMS or calls, within the recipient's local business hours. If the customer picks up but can't talk, the agent books a callback for a time they choose. When that callback still doesn't resolve it, one final follow-up goes out a few days later, accounting for a holiday weekend, and the campaign ends at the third attempt, the limit the recovery team set. Every part of that cadence was configured within the campaign, giving the team the granular control and self-serve speed to iterate toward what works.

Built for regulated and complex use cases

Every outreach program runs under regulations you can't afford to break, and need to be enforced at scale. Campaign Composer allows configurable suppression based on contact-specific fields, opt-out and wrong-party flags, and dispositions. That configurability, plus built-in PII and PHI redaction, is what lets regulated customers meet Reg F and Reg X at scale on a platform that also meets PCI, SOC-2 Type 2, HIPAA, GDPR, and CCPA.

Consider a prescription refill. Once a member approves it, the agent calls their pharmacy to get it fulfilled: it navigates the pharmacy's phone tree on its own, provides the information needed to process the refill, and either handles it on the spot or leaves a voicemail and tries again later. The member's health information stays protected under HIPAA throughout, and the outcome of each call is recorded so the campaign knows what's complete and what still needs a follow-up. Every step runs within the rules the team set, enforced by the campaign.

Complete visibility into throughput

Once a campaign is live, you need to know who picked up, when, and what to do about everyone who didn't. Call distribution spreads attempts across the business-hours window instead of firing everyone at once, which surfaces which times of day connect best so you can schedule the next campaign around them. Duet can read campaign results and identify the best time to reach people, which messaging performs best, and where you’re losing people in the funnel.

For example, Hertz runs outbound efforts for car rentals. Car rental recovery is measured by how many renters are reached and issues are resolved. The day before a return is due, the agent calls to confirm the renter is on track. No answer, so it retries. When a renter says they'll be late, the agent handles it on the spot, either extending the rental or setting a new return time, and records the outcome. Across thousands of these outbound attempts, in-platform analytics show how many were confirmed on time versus flagged as a delay. Each outbound conversation tells Hertz something the next one can use.

Get started

Campaign Composer is built for the outreach efforts that are hardest to run: high-volume, regulated, and spanning use cases like collections, prescription refills, timely travel upgrades, and more, each with its own rules and its own definition of a good outcome. Your team configures all of it in product, without an engineering sprint behind every change. See it in action now and book a demo.