IVR Outbound Campaigns Guide

What are IVR Outbound Campaigns?

IVR Outbound Campaigns let you call your contact lists automatically using AI-voiced outbound calls. When a contact answers, they hear your personalized disclosure message spoken by an ElevenLabs AI voice, then can press 1 to continue or press 9 to opt out.

Use cases include:

• Bill collections: Call overdue accounts, have them press 1 to receive a payment link via SMS
• Appointment reminders: Auto-call contacts 24 hours before their booked appointment
• Outreach campaigns: Reach large contact lists with personalized messages at scale
• Event notifications: Notify contacts of time-sensitive updates or alerts

Requirements

Before using IVR Outbound Campaigns, your account must have:

1. Outbound IVR enabled by Velaro support

2. TCPA compliance terms accepted (done on first visit to the page)

3. A Twilio phone number configured as your From number

Creating a Campaign

Navigate to IVR Campaigns in the left sidebar, then click New Campaign.

Campaign Info

• Campaign Name: A descriptive name for your own reference
• Contact List: The list of contacts to call (must have phone numbers in E.164 format, e.g. +12125551234)
• Trigger Type: How the campaign starts (see Trigger Types below)

Trigger Types

• Manual: Launch the campaign yourself by clicking the Launch button
• Scheduled: Campaign launches automatically at a date/time you specify
• Appointment Reminder: Automatically calls contacts 24 hours before their booked appointment
• Contact Tagged: Fires when a contact in your list gets a specific tag applied

Calling Config

• From Number: Your Twilio E.164 phone number (e.g. +12125551234)
• Caller ID Name: Display name shown on recipient's caller ID where supported
• Call Window: Hours during which calls are placed (default 9 AM – 8 PM Eastern, weekdays only)
• Max Calls / Hour: Rate limit to avoid overwhelming recipients (default 30)
• Retry Attempts: How many times to retry no-answer contacts (default 1)
• Retry Delay: Minutes to wait before retrying (default 60)
• Transfer Number: Phone number to dial if a call is transferred to a human agent

TCPA Legal Compliance

All IVR campaigns require a Disclosure Statement — text spoken verbatim at the start of every call using ElevenLabs AI voice.

What to include

• Your company name and who is calling
• The purpose of the call
• A contact phone number where your organization can be reached

Example: "This is an automated call from Acme Financial regarding your account balance. This call may be recorded. To speak with someone at Acme, call 1-800-555-1234."

Consent Keypress

When enabled (recommended), the contact must press 1 to continue or 9 to opt out. Pressing 9 permanently adds the contact to your opt-out list. This creates a consent record for TCPA compliance purposes.

SMS Follow-up

When a contact presses 1 (consents), you can automatically send them an SMS. This is ideal for:

• Payment links: Hi <<contactName>>, click to pay: https://pay.yourco.com/...
• Appointment confirmations
• Document links or next steps

Available Variables in SMS Templates

• <<contactName>> — Contact's name from the list
• <<contactEmail>> — Contact's email address
• <<contactPhone>> — Contact's phone number

Launching a Campaign

1. Click the Launch button on any Draft or Paused campaign

2. The dialer will start placing calls within the next 30 seconds

3. Calls are placed within your configured call window only

4. Monitor progress in the Progress column (called / total)

To temporarily stop calling, click Pause. To permanently end it, use the Cancel option from the menu.

Test Call

Before launching a campaign to your full list, use Test Call to dial a specific number (your own phone). The call will use the real campaign disclosure text and workflow, but won't count against your quota.

Call Log

Click Calls to see every call attempt with:

• Phone number and contact name
• Call status (Pending, Ringing, Answered, No Answer, Opted Out, etc.)
• Duration and timestamps
• Transcript link to view the full call conversation

Monthly Quota

Your account has a monthly call limit. The quota bar at the top of the page shows current usage. Contact Velaro support to increase your limit.

Opt-out / Suppression

Contacts who press 9 are immediately added to your suppression list and will not be called again in any future campaign. This suppression is permanent and cannot be reversed by the contact being re-added to a list.