# Genesys Cloud - How to - Outbound - Agentless Campaign

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The maximum number of outbound lines is influenced by several operational components:

| Component | Description |
|---|---|
| Telephony capacity | Available SIP trunks or carrier channels |
| Dialing mode | Predictive, Power, Progressive, or Agentless dialing |
| Agent availability | Number of agents ready to handle calls |
| Campaign configuration | Dialing rules and pacing settings |
| System limits | Platform limits configured by Genesys Cloud |
| Compliance rules | Regulations that restrict dialing behavior |


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## Create Agentless Campaign (Genesys Cloud)

### Summary

An **Agentless Campaign** in Genesys Cloud is an outbound dialing campaign that **automatically delivers pre-recorded messages or notifications to contacts without requiring an agent to participate in the call**. These campaigns are commonly used for **broadcast notifications, reminders, alerts, and informational announcements**.

Agentless campaigns use **contact lists, dialing rules, and pre-recorded audio messages** to communicate with customers at scale. Since no agent is involved, the system automatically plays the message when the call is answered.

This feature is commonly used in **proactive customer communication strategies**, especially when large numbers of customers must be contacted quickly.

---

## Utilization

| Use Case | Description |
|---|---|
| Appointment reminders | Automatically notify customers of upcoming appointments |
| Service outage alerts | Inform customers about system outages or maintenance |
| Payment reminders | Notify customers about pending or overdue payments |
| Emergency notifications | Deliver urgent alerts to large customer groups |
| Marketing announcements | Broadcast product updates or promotional campaigns |

Agentless campaigns allow organizations to **reach large audiences quickly without requiring agent participation**.

---

## Best Practices

| Practice | Reason |
|---|---|
| Ensure customer consent for automated calls | Maintains regulatory compliance |
| Use clear and concise recorded messages | Ensures customers understand the message |
| Verify contact list accuracy before launching campaign | Prevents dialing incorrect numbers |
| Schedule campaigns during acceptable contact hours | Avoids customer dissatisfaction |
| Monitor campaign results and call outcomes | Helps evaluate campaign effectiveness |
| Avoid excessive campaign frequency | Prevents customer frustration |

---

## Example Scenarios

### Scenario 1 – Appointment Reminder Broadcast

```text
Healthcare provider prepares contact list
        ↓
Administrator creates agentless campaign
        ↓
Pre-recorded appointment reminder selected
        ↓
System automatically dials contacts
        ↓
Customers receive reminder message
````

---

### Scenario 2 – Service Outage Notification

```text
Utility company experiences service outage
        ↓
Administrator launches agentless campaign
        ↓
Recorded alert message configured
        ↓
System calls affected customers
        ↓
Customers receive outage notification
```

---

### Scenario 3 – Payment Reminder Notification

```text
Billing department identifies overdue accounts
        ↓
Contact list created
        ↓
Agentless campaign configured with reminder message
        ↓
System delivers automated calls to customers
```

---

## Key Benefits

| Benefit                        | Explanation                                             |
| ------------------------------ | ------------------------------------------------------- |
| Scalable communication         | Large groups of customers can be contacted quickly      |
| No agent involvement required  | Automated calls reduce workload on agents               |
| Fast message delivery          | Notifications reach customers immediately               |
| Operational efficiency         | Ideal for broadcast-style communications                |
| Integrated campaign management | Managed within Genesys Cloud outbound dialing framework |

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