> ## Documentation Index
> Fetch the complete documentation index at: https://docs.interactly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Multi-Modal Campaign

> Learn how to set up multi-modal campaigns that combine AI voice calls with pre-call and post-call SMS messaging for enhanced engagement

# About

Multi-modal campaigns provide a comprehensive communication approach by combining voice calls with SMS messaging capabilities. These campaigns enable you to send pre-call notifications, conduct AI-powered phone conversations, and follow up with targeted post-call messages based on call outcomes.

<Info>
  Multi-modal campaigns include **all single-modal campaign features** plus advanced messaging capabilities. For voice-only campaigns, consider [Single-Modal Campaigns](/campaigns/single-modal-campaign).
</Info>

## What Makes It Multi-Modal?

Multi-modal campaigns extend voice interactions with messaging at multiple touchpoints:

<Card title="Complete Communication Journey" icon="workflow">
  * 🔔 **Pre-call SMS notifications**
  * 📞 **AI-powered voice calls**
  * 📨 **Outcome-based follow-up messages**
  * 📊 **Enhanced tracking and analytics**
</Card>

## Key Advantages

<AccordionGroup>
  <Accordion title="Enhanced Engagement" icon="heart">
    * **Higher connection rates**: Pre-call SMS increases answer rates
    * **Better preparation**: Recipients expect and prepare for calls
    * **Continued engagement**: Post-call messages maintain connection
    * **Flexible communication**: Accommodates different preferences
  </Accordion>

  <Accordion title="Comprehensive Follow-up" icon="repeat">
    * **Call answered**: Confirmation and next steps
    * **Missed calls**: Reschedule options and information
    * **Declined calls**: Alternative contact methods
    * **Technical issues**: Support and retry information
  </Accordion>

  <Accordion title="Advanced Workflow Management" icon="settings">
    * **Conditional messaging**: Different messages for different outcomes
    * **Dynamic variables**: Personalized content throughout journey
    * **Timing control**: Precise scheduling for optimal engagement
    * **Multi-channel tracking**: Complete customer journey visibility
  </Accordion>
</AccordionGroup>

## When to Use Multi-Modal Campaigns

### Perfect Use Cases

<CardGroup cols={2}>
  <Card title="Appointment Management" icon="calendar">
    * Medical appointment reminders with confirmation
    * Service appointments with preparation instructions
    * Meeting scheduling with agenda sharing
  </Card>

  <Card title="Customer Engagement" icon="users">
    * Customer surveys with follow-up resources
    * Sales outreach with information sharing
    * Support follow-up with documentation
  </Card>

  <Card title="Complex Workflows" icon="workflow">
    * Multi-step customer journeys
    * Conditional communication paths
    * Document or link sharing requirements
  </Card>

  <Card title="Enhanced Compliance" icon="shield">
    * Regulated industries requiring documentation
    * Confirmation requirements
    * Audit trail maintenance
  </Card>
</CardGroup>

## Creating Your Multi-Modal Campaign

<Steps>
  <Step title="Access Campaign Dashboard">
    1. Navigate to your Interactly dashboard
    2. Click the **Campaigns** tab
    3. Select **New Campaign** to begin

    <Frame caption="Creating a new multi-modal campaign">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/create-new-campaign.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=e85299490703d9ba3fe1b0c5560b229c" width="1511" height="725" data-path="images/campaigns/create-new-campaign.png" />
    </Frame>
  </Step>

  <Step title="Name and Configure">
    1. Provide a descriptive campaign name
    2. Click **Create** to proceed
    3. You'll be redirected to the configuration page

    <Frame caption="Multi-modal campaign configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/multi-page1.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=3ee6f3ab847637161308d6f17749da46" width="1920" height="1528" data-path="images/campaigns/multi-page1.png" />
    </Frame>
  </Step>

  <Step title="Select Multi-Modal Type">
    Choose **Multi-Modal** as your campaign type to unlock messaging features.

    <Note>
      Multi-modal campaigns include all single-modal features plus pre-call and post-call messaging capabilities.
    </Note>
  </Step>
</Steps>

## Pre-Call Message Configuration

Pre-call messages notify recipients about upcoming calls, improving answer rates and call preparation.

<Accordion title="Enable Pre-Call Notifications">
  **Before Call Settings:**

  <Card title="Timing Configuration" icon="clock">
    * **Default**: 10 minutes before call
    * **Custom timing**: Set any duration (minimum 10 minutes)
    * **Flexible scheduling**: Align with your workflow needs
  </Card>

  **Message Configuration:**

  <CardGroup cols={2}>
    <Card title="Message Type" icon="sms">
      **SMS (Default)**

      * Currently supported message type
      * Direct delivery to mobile phones
      * High open and read rates
    </Card>

    <Card title="Dynamic Content" icon="variable">
      **Personalization**

      * Use campaign assistant variables
      * Click variables to copy them
      * Personalize each message
    </Card>
  </CardGroup>

  <Frame caption="Pre-call message configuration">
    <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/pre-call-msg.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=477fb80a51b5eba082af3ad6fc541178" width="1468" height="402" data-path="images/campaigns/pre-call-msg.png" />
  </Frame>

  **Example Pre-Call Message:**

  ```
  Hi {{name}}, this is a reminder that we'll be calling you at {{phone}} in 10 minutes regarding your {{appointment_type}}. Please answer when {{company_name}} calls. Thank you!
  ```
</Accordion>

## Post-Call Message Configuration

Post-call messages provide targeted follow-up based on specific call outcomes, ensuring continued engagement regardless of call results.

<Info>
  Configure different messages for each possible call outcome to maintain engagement and provide appropriate next steps.
</Info>

### Call Outcome Messaging

<AccordionGroup>
  <Accordion title="Call Answered" icon="check-circle">
    **When the recipient successfully answers the call:**

    <Steps>
      <Step title="Enable Feature">
        Toggle on **"Call Answered"** to activate this messaging
      </Step>

      <Step title="Craft Message">
        Create a follow-up message that reinforces the conversation:

        * Confirm discussed information
        * Provide next steps or resources
        * Include contact information for follow-up
        * Use dynamic variables for personalization
      </Step>
    </Steps>

    <Frame caption="Call answered message configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/call-answered.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=ee2d7841d3e574b4d17b90e2bed1ca56" width="1411" height="305" data-path="images/campaigns/call-answered.png" />
    </Frame>

    **Example Message:**

    ```
    Hi {{name}}, thank you for speaking with us about {{topic}}. As discussed, your next appointment is {{next_appointment_date}}. If you have questions, call {{support_number}}.
    ```
  </Accordion>

  <Accordion title="Call Not Answered" icon="phone-missed">
    **When the call goes unanswered:**

    <Card title="Missed Call Strategy" icon="redo">
      * Inform about the missed call
      * Provide callback information
      * Offer alternative contact methods
      * Include important information they missed
    </Card>

    <Frame caption="Call not answered message configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/call-not-answered.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=9a96a6b3f71d9e42bf37fe0843ac467c" width="1375" height="275" data-path="images/campaigns/call-not-answered.png" />
    </Frame>

    **Example Message:**

    ```
    Hi {{name}}, we tried calling you at {{time}} regarding {{purpose}}. Please call us back at {{callback_number}} or reply CALLBACK for us to try again.
    ```
  </Accordion>

  <Accordion title="Call Declined / Busy" icon="phone-slash">
    **When the call is declined or recipient is busy:**

    <Card title="Respectful Follow-up" icon="calendar">
      * Acknowledge their unavailability
      * Offer rescheduling options
      * Provide alternative contact methods
      * Maintain professional tone
    </Card>

    <Frame caption="Call declined/busy message configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/call-declined.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=39c3e388728d32e42e1ab658b6199112" width="1381" height="308" data-path="images/campaigns/call-declined.png" />
    </Frame>

    **Example Message:**

    ```
    Hi {{name}}, we understand you were busy when we called. Please reply with a good time to call back, or contact us at {{contact_number}} at your convenience.
    ```
  </Accordion>
</AccordionGroup>

### Additional Call Outcomes

<AccordionGroup>
  <Accordion title="Voicemail Left" icon="voicemail">
    **When a voicemail is left for the recipient:**

    <Steps>
      <Step title="Configure Assistant Analysis">
        Set up voicemail detection in your AI assistant:

        1. Go to your campaign's AI assistant settings
        2. Open the **"Analysis"** tab
        3. Configure **"Outcome Type"** and **"Outcome Field"**
      </Step>

      <Step title="Automatic Messaging">
        Messages are sent automatically when voicemail is detected:

        * Uses the message from your outcome field configuration
        * Informs recipient about the voicemail
        * Provides callback information
      </Step>
    </Steps>

    <Frame caption="Assistant analysis configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/analysis-outcome.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=2cb29540196705a5419c9582bf7535c8" width="1920" height="3366" data-path="images/campaigns/analysis-outcome.png" />
    </Frame>

    <Tip>
      Ensure your AI assistant is properly configured for voicemail detection to enable automatic voicemail notifications.
    </Tip>
  </Accordion>

  <Accordion title="Call Dropped / Technical Failure" icon="exclamation-triangle">
    **When technical issues interrupt the call:**

    <Card title="Technical Issue Response" icon="wrench">
      * Acknowledge the technical problem
      * Apologize for the inconvenience
      * Provide alternative contact methods
      * Offer to retry the call
    </Card>

    <Frame caption="Technical failure message configuration">
      <img src="https://mintcdn.com/interactly/UnXdRxjPjoTSve2a/images/campaigns/call-dropped.png?fit=max&auto=format&n=UnXdRxjPjoTSve2a&q=85&s=2cc30ac6ad43a444395e34f0525ce40a" width="1422" height="307" data-path="images/campaigns/call-dropped.png" />
    </Frame>

    **Example Message:**

    ```
    Hi {{name}}, we experienced a technical issue during our call. We apologize for the inconvenience. Please call {{support_number}} or we'll try calling you again shortly.
    ```
  </Accordion>
</AccordionGroup>

## Campaign Configuration & Launch

<Info>
  Multi-modal campaigns include all the configuration options available in single-modal campaigns, plus the messaging features detailed above.
</Info>

### Standard Configuration

Multi-modal campaigns inherit all single-modal campaign features:

<CardGroup cols={2}>
  <Card title="Assistant Selection" icon="robot">
    Choose your AI assistant for voice conversations
  </Card>

  <Card title="Scheduling" icon="calendar">
    Set date, time, and timezone for campaign execution
  </Card>

  <Card title="Contact Management" icon="users">
    Upload contacts with required fields for both voice and SMS
  </Card>

  <Card title="Notifications" icon="bell">
    Configure email notifications for campaign status
  </Card>
</CardGroup>

### Enhanced Contact Requirements

For multi-modal campaigns, ensure your contact data includes:

<Steps>
  <Step title="Required Fields">
    * **phone\_number**: Primary contact number for voice calls
    * **SMS-compatible number**: Ensure numbers can receive SMS
  </Step>

  <Step title="Variable Fields">
    * **Voice prompt variables**: For AI conversation personalization
    * **SMS message variables**: For pre and post-call message personalization
    * **Contact information**: Names, preferences, relevant context
  </Step>

  <Step title="Data Validation">
    * Verify all phone numbers support SMS
    * Ensure all dynamic variables are populated
    * Test with a small batch before full launch
  </Step>
</Steps>

## Best Practices for Multi-Modal Campaigns

<AccordionGroup>
  <Accordion title="Message Timing" icon="clock">
    * **Pre-call timing**: 10-30 minutes for appointments, 2-24 hours for general outreach
    * **Post-call immediacy**: Send within 5 minutes of call completion
    * **Business hours**: Respect SMS timing preferences and regulations
  </Accordion>

  <Accordion title="Message Content" icon="message">
    * **Clear and concise**: SMS has character limits, be direct
    * **Personalization**: Use dynamic variables for relevant content
    * **Call-to-action**: Include clear next steps in every message
    * **Professional tone**: Maintain consistent brand voice across channels
  </Accordion>

  <Accordion title="Compliance Considerations" icon="shield">
    * **Opt-in requirements**: Ensure SMS consent where required
    * **Unsubscribe options**: Include opt-out instructions
    * **Time restrictions**: Follow local SMS timing regulations
    * **Record keeping**: Maintain logs for compliance auditing
  </Accordion>
</AccordionGroup>

## Monitoring Multi-Modal Performance

<Card title="Enhanced Analytics" icon="chart-line">
  Multi-modal campaigns provide comprehensive tracking:

  * **Pre-call SMS delivery rates**
  * **Call answer rates** (with/without pre-call SMS)
  * **Post-call message engagement**
  * **Complete customer journey tracking**
  * **Outcome-based messaging effectiveness**
</Card>

## Next Steps

<CardGroup cols={2}>
  <Card title="Single-Modal Campaigns" icon="phone" href="/campaigns/single-modal-campaign">
    Compare with voice-only campaign approach
  </Card>

  <Card title="Campaign Overview" icon="list" href="/campaigns/introduction">
    Return to main campaigns documentation
  </Card>
</CardGroup>