A batch call or a WhatsApp batch is one message to many people. A scenario is a sequence: reach out, wait, and do something different depending on whether the person replied.
Use it when one message is not enough — chasing a quote, confirming an appointment, re-engaging a lapsed customer.
Before you start
- The agents and channels the steps will use: a phone agent with a number, or a WhatsApp number, depending on your steps.
- Your client list, with the contact details each step needs.
Steps
- 1
Create the scenario
Click Create Scenario and give it a Name and a Topic. The topic is what the AI writes from, so describe the outreach in a sentence — not a keyword.
The scenarios list - 2
Build the flow
The Flow tab is the scenario itself. Add step appends an action; each step picks its Action, the Agent and the Phone number to use.
The flow builder - 3
Make a step wait for a reply
This is what makes a scenario more than a batch. Enable Trigger on a step and set Wait (minutes), then choose where each outcome goes: If responded → go to and If no response → go to, or End scenario.
A branch that points nowhere silently stops that client's run. Give every outcome either a next step or an explicit End scenario.
Keep the first wait realistic — minutes, not seconds. Chasing someone a minute after the first message reads as spam, and the reply you were waiting for is often still being typed.
- 4
Add the clients
On the Clients tab, add them one at a time with Add client, or Import CSV with the headers
name, phone, email, whatsapp.Each client needs the detail the steps actually use. A WhatsApp step skips anyone with no
whatsappvalue.The clients tab - 5
Set the wording
The Templates tab holds the first message, the email message and the normal message. These override the agents' own templates for this scenario, and you can use
{{name}},{{phone}},{{email}}and{{topic}}.The templates tab - 6
Start it and watch the runs
Click Start. The Runs tab shows one row per client with Last action and Next action, so you can see exactly where each person is.
The runs tab
Good to know
- A scenario stays Draft until you start it; Running while clients are mid-sequence; Completed when every run has finished.
- Cancel stops the remaining steps but keeps everything already sent.
- Test with yourself as the only client first. Branch mistakes are obvious after one real run and expensive after a hundred.
- Replies still arrive in the Inbox — a scenario schedules the outreach, it does not take conversations away from your agents.