Campaign runs and outcomes
How a run moves through its steps, what happens after a reply, what ends it, and how to change or cancel one.
Last reviewed November 7, 2026
From start to finish
A run is one campaign working on one lead. When it starts, it schedules the campaign's outreach steps, each after its own delay from the step before.
Before a step goes out, ACR checks again that the shopper has not bought, opted out or been handed to a person, that consent still allows the channel, and that their local time is inside the allowed hours. If the time is wrong, the step waits for the next allowed minute and the later steps move with it. If a check fails for good, such as no phone number for a call, that step is skipped and the run moves on.
Runs show as Not started, In progress, Paused, Completed or Cancelled. Open a row to see every step and its result.
After a reply
ACR classes a reply or call as positive, no decision yet or negative. What happens next depends on the follow-up switches in General settings, which are on for positive and undecided replies and off for negative ones.
- With the matching follow-up on, that follow-up sequence replaces the rest of the outreach.
- With it off, a positive or negative reply ends the run, and an undecided one lets the outreach sequence continue.
First reply and Follow-up reply on this page show those classes. Interactions shows the conversation behind them.
Outcomes
The Outcome column says how a run ended.
| Outcome | Meaning |
|---|---|
| Bought, credited to this campaign | An order arrived and this campaign got the credit. |
| Bought, credited elsewhere | An order arrived and another campaign, or none, got the credit. |
| Positive | The run ended on a positive reply. |
| Negative | The run ended on a negative reply. |
| Opted out | The shopper asked not to be contacted. |
| Handed to your team | The agent passed them to a person. |
| Sequence ended | The steps ran out after at least one contact. |
| Never reached | The steps ran out and nothing reached the shopper. |
| Cancelled | A person or another event stopped a run that had already reached the shopper. |
An order ends the run at once, whichever step it is on. Before first contact, the run simply shows as Cancelled and has no outcome.
Changing one step
On a run's page, a step that has not gone out has a Change button with Reschedule and Skip this step. Later steps in the same sequence are timed from the change. Every send check still applies, so a step moved into quiet hours waits for the allowed hours. Skipping cannot be undone.
This changes one lead's run only. To change what every lead gets, edit the campaign's outreach sequence and publish.
Cancelling
Press Cancel run on the run's page, with an optional reason, or select leads on the Leads page and press Cancel campaign. Scheduled steps stop, steps already sent stay in the history, and a lead who was In outreach goes back to Idle. Cancelling a run that has already ended changes nothing.
A run that had reached the shopper ends as Completed with the outcome Cancelled, and webhooks hear lead.campaign.completed. One that had not ends as Cancelled, and webhooks hear lead.campaign.cancelled.