Outreach campaigns

A campaign calls or texts a whole group of candidates on a trial, rather than one patient at a time. Open a trial's Trial subjects tab and click Start outreach: choose Call or Text, then build the audience from filters in one or more groups. Every group starts with its statuses, a row that cannot be removed, so each group says exactly which patients it may reach. Turning on a status the site ruled out (Deferred, Disqualified or Enrolled) asks you to tick that the group should contact them on purpose before the campaign can be created. Then add filters, each once per group: age and score as a range (leave either box empty for no limit), race and ethnicity as the EHR record gives them, miles from the site, and unmet or unassessed criteria. A patient is included when they match every filter in any one group, so Possible Candidate and age 75 or older and Qualified with a score of 70 to 100 can sit side by side. An audience preset such as Age 75 or older loads its groups in place of yours, and everything stays editable. Below the groups are the checks everyone selected must also pass: a phone number on file, consent on file, not already in another open campaign, and not called or texted in the last so many days. Ages are counted from each patient's date of birth on the day the campaign is counted, and a patient whose record cannot answer a filter is left out of that group, never guessed in. The panel shows how many patients each group reaches and in total, who the checks left out, and how many already have consent on file, before anything is sent, and the numbers update as you change the rules. The campaign page keeps the rules a campaign was created with.

Below the count you set how the agent calls: the voice, tone, language and AI disclosure from your organization's agent settings, the voicemail message, the calling window, how many times to call a patient again when they don't pick up (up to three) and how far apart, and, for a call campaign, how many calls at once. Press Create campaign and the campaign opens Ready: nobody is called or texted yet. On the campaign page, press Start all to start everyone, or start people one at a time, or a selection at once, in the patient list. Once someone is started Bond works the list on its own: each patient is called inside their own hours, retried on the cadence you set, and every outcome is recorded on the campaign. The trial's Campaigns tab lists every campaign and opens one in place, and you can start a campaign from there as well.

Who can start one

Org Admins can start a campaign on any trial. A Manager needs the Start outreach permission granted by a team on that trial, the same way placing calls is granted (see Teams under Organization & teams). Bond staff can start one on your behalf, and every campaign records who started it and in what role. If you do not see Start outreach, ask an org admin.

Consent

Consent to be called is settled before anything is dialed. Patients whose consent is already on file - recorded in CRIO, an earlier attestation, or an earlier YES to a permission text - are queued as soon as you start them. The rest wait for consent once started, and the launcher tells you how many, so you can choose one of two things:

• Ask permission by text, on the campaign page once they are started, sends each patient waiting for consent one short text from your number: “may we call you about a research study you may qualify for? Reply YES to allow a call, STOP to opt out.” You can edit the wording in the launcher. A YES queues their call; STOP or NO opts them out; no reply within three days closes the request for that campaign (a new campaign is the way to ask again).
• I attest records, in your name, that your organization holds consent to call these patients. Attest in the launcher, or on the campaign page for everyone without consent or for one patient at a time; patients not started yet are then called once you start them, and patients already waiting are queued at once.

Patients waiting for consent stay visible on the campaign page until you choose, so a campaign can be started now and its consent settled later. Nothing is called without one of the two.

Calling hours

Calls go out only inside the campaign's calling window (9:00 AM to 8:00 PM, every day, unless you change it; any day can have its own hours), read in each patient's own time zone rather than yours: a patient in Texas and a patient in California each wait for their own morning. Federal rules cap the hours at 8:00 AM to 9:00 PM, and a stricter state rule narrows them further where one applies. A patient who comes due outside their window simply waits for it to open.

Only a call nobody picks up is tried again: no answer, a busy line, or a call that fails. A call where nobody on the line ever says a word, such as a voicemail box that plays no greeting, counts as no answer. The first call goes out as soon as the window is open, then the next day, then three days later, up to the number of calls back you choose (at most three, two by default). When the agent leaves a voicemail, or the patient picks up, that campaign does not call them again. Once the calls to a person are over without a conversation, because a voicemail was left, they hung up straight away, or the last call went unanswered, they get one short text saying what just happened and how to reply, when your organization can text (its A2P registration is approved). Their reply lands in the Inbox for a coordinator. The launcher has a switch to turn these texts off. A call that could not be placed on our side does not count, and is tried again about an hour later. A patient who asks to be called back on Thursday afternoon is called then instead, and it does not cost them a call.

Watching a campaign

The campaign page answers is it moving? first: one sentence with how many are done, not started, waiting, being called now, paused, held, opted out and not reached, a progress bar, and a time estimate that says it is an estimate. If it is not moving, the page says why: the campaign is ready and nobody has been started, dialing is switched off for your organization, the campaign is paused, everyone is held or paused, or it is outside calling hours.

• Start all starts everyone not started yet. In the patient list, each patient has their own Start, Pause or Resume, and Attest when they are waiting for consent; tick several patients to do the same for all of them at once. A paused patient keeps their next attempt time, including a callback they asked for. Starting or resuming waits while the whole campaign is paused.
• Pause stops new calls (or texts) for that campaign; a call already in progress finishes, and its outcome is still recorded. Resume picks up where it left off, and nobody loses their place.
• Cancel is final. It asks first and tells you how many patients it stops; those patients are not called again by this campaign.
• Click a patient's name in the list to open their patient page, with every call and its transcript under Calls. Back brings you to the same campaign.

Below the controls, every patient is listed with where they stand in plain words, how many attempts have been made, and the next attempt in the patient's own time zone. Filter the list by state or by why a patient is waiting, and download a CSV of what is on screen; the page loads a thousand patients at a time, and the button says how many of the total it holds.

The inbox

The Messages inbox is one place for both channels, in five lanes, in the order a coordinator works them. Needs attention holds the calls and texts the agent handed to a coordinator, newest first: a text stays until you resolve it on the thread; a call, which has no resolve action, stays for seven days from the handoff and then leaves on its own. A call answered with the news that the patient has died closes itself: contact stops on every channel, the campaign never dials the number again, the patient's record is marked so they leave future campaigns, and the family's words stay on the call for the coordinator who records the death in CRIO. It also holds, as Texted in, any text from a number with no open conversation, such as a reply after a voicemail or to a visit confirmation, named by the patient when Bond can tell who it is and by the number when it cannot; the AI never answers these, a coordinator does. A patient who tells the agent, by text or on a call, that they already have a visit booked or are already in the study shows here as Already booked or Already in the study: the screening stops, a text reply gives the date of their booked visit when Bond finds one and otherwise says a coordinator will follow up, and the campaign stops contacting them. Callbacks holds the patients who asked to be called at a particular time, soonest first and shown in your own time zone; a callback stays listed until a week after the asked-for time, so a missed one is still visible, and in a campaign Bond places the callback itself. Booked holds every upcoming screening visit across your trials, soonest first, in the patient's own time zone. Completed holds the calls and text screenings that finished, with the outcome in words, newest first. New replies holds every other text conversation with a reply from the patient, newest first; it is not an unread count, so a reply stays listed after you have read it.

A conversation appears in one lane only, the first in that order that claims it; an empty lane is not shown, and each lane shows its 25 most relevant rows. A phone icon marks a call and a speech bubble a text. Select a call to see its summary, the patient's answers, the transcript and the recording beside the list, or a text to see the thread. Under a call's review, Text opens a composer for your own message to that patient, in your words: it goes straight to them, the AI stays out of it, and their reply lands in New replies. A conversation you are handling yourself offers End conversation, which takes it out of these lanes and keeps the messages on the patient's record. The lanes refresh on their own as calls end, texts arrive and visits are booked.

Do-not-contact list

On the Organization page, under Settings, the Do not contact section lists every number your organization must not contact and why: a STOP reply, a do-not-call given on a call, a do-not-contact flag from CRIO, a NO to a permission text, or a number a coordinator added. It is shown to org admins, the same people who manage your numbers, newest first, with the person's name where Bond knows it, whether the block covers texts only or calls only, the date and any note; it lists up to 500 numbers and says so when it is capped. A patient who texts START, or replies YES to a permission text, leaves the list on their own.

You can add a number yourself, a US number in any common form or an international one with its country code, with an optional note; a typo is refused and nothing is written. Release asks first, then lets the team contact the person again. It does not restart any campaign, and there are two things it cannot undo: a STOP reply keeps texts to that number blocked by the carrier until the patient texts START themselves (the release covers calls), and a flag from CRIO stays on the chart there, because nothing is written back. A patient on this list is skipped by every campaign, and nothing here is ever deleted: a release adds a new entry rather than erasing the old one, so the history of who said what, and when, is kept, and every add and release is in the audit log.