# AI web research
Source: https://support.artisan.co/ai-web-discovery
Ava can qualify or enrich leads by doing web research.
If a signal exists somewhere in the public digital domain, Ava can help uncover it and distill it into meaningful insights for prospecting. It enables you to find buying signals sprinkled across websites, profiles, articles, announcements, podcasts, events, and other public sources.
![Image1]()
# Use it to enrich a list
Use AI web research when you want Ava to add researched information as a column in a list.
> **Use this when:** you want the research result as a visible column you can review, segment, export, or use later for qualification.
To add AI web research to a list:
1. From a list, choose **Enrich → AI web research**. This opens the research panel for the list you’re working in.
2. Tell Ava what to research. Ava will use your prompt to decide what signal or insight to look for online.
3. Review the output format and object type Ava selects. Ava chooses these based on your prompt and whether the list is person-level or company-level, but you can adjust them if needed.
![Image2]( "Image2")
Ava returns the research output directly in your list, where you can review it, segment by it, or use it for qualification.
![Image3x]()
Best for:
* Adding researched company insights to a list
* Finding events, announcements, markets, or public signals
* Reviewing AI research before using it in outreach
* Creating custom columns that do not exist as standard filters
# Use it to qualify campaign leads
Use AI qualification when the research answer should decide whether Ava contacts a lead.
> **Use this when:** the research answer should decide whether Ava includes a lead in a campaign.
In campaign settings, turn on Let Ava research and qualify each lead, then add the criteria Ava should check.
![Image4x]()
Ava researches each lead online and only includes leads that match your rules in your campaign. You can also choose what Ava should do when she cannot find a clear answer.
Best for:
* Qualifying companies that recently launched a specific product
* Disqualifying leads that do not match your ICP
* Checking whether a company mentions a specific use case, customer segment, or integration
* Confirming whether a company or person appears in a public source
# Analytics
Source: https://support.artisan.co/analytics
See how your outreach performs across every channel, at the account level and within each campaign.
**Analytics** is where you track how your outreach is performing. You can access analytics in two places: the account-level analytics tab in the left sidebar, which covers your entire account, and the analytics tab within a single campaign, which shows analytics for that campaign.
At the top right of every view, you can change the time period the analytics cover, choose how they're grouped (daily, weekly, monthly, and so on), and open **Filters** to narrow the results by source, sender, lead attributes like department and seniority, and company attributes like industry, size, and location.
## Account-level analytics
Account-level analytics show how every campaign in your account performs together. You open them from **Analytics** in the left sidebar, where six tabs group the numbers by area: **Overview**, **Messaging**, **Deliverability**, **Dialer**, **Credits**, and **Broadcast**.
### Overview
The **Overview** tab is your account-wide summary across campaigns. You can see the leads contacted, messages sent, responses, and meetings booked.
Below the four cards is a chart showing different metrics over time, where you can change which metric it shows by choosing from the tabs above the chart.
At the bottom, you can choose different performance breakdown views to see your results in different ways. You can also manage columns to decide which metrics appear and arrange them in whatever order you want.
### Messaging
The **Messaging** tab covers your email activity. At the top, you can see how many emails you've sent. Below that is a chart showing your emails sent over time. At the bottom, a table breaks your messaging down by type.
### Deliverability
The **Deliverability** tab shows data on your email deliverability, such as how many emails you sent, your inbox placement rate, reply rate, and bounce rate.
A chart shows your delivery status over time. You can also see the number of active senders, your mailboxes, and your daily send capacity, shown as today's capacity and the capacity you'll reach after warm-up completes.
At the bottom of the page, you can see the data for your senders and their mailboxes, and you can purchase more mailboxes if you want.
### Dialer
The **Dialer** tab shows data about your calling activity, such as how many calls you made, how many connected, your average call duration, and the outcomes of connected calls. A chart shows your call trends over time, and a caller leaderboard ranks your callers.
You can also see the number of active dialer seats, your phone numbers, and your daily call capacity, shown as today's capacity and the capacity you'll reach after warm-up completes. You can also view your phone number data and purchase more numbers if you want.
### Credits
The **Credits** tab shows how you're spending your credits. At the top, you can see how many credits you've used in the selected period, your current available credit balance, and when your next credit grant arrives. A chart shows your credits used over time.
Below that, you can see a breakdown of your credit usage and view your transaction history for individual credit transactions.
### Broadcast
The **Broadcast** tab shows analytics for your broadcast campaigns. These are shown per broadcast rather than account-wide, so you open a specific broadcast campaign from your campaigns list to see its metrics.
## Campaign-level analytics
To see analytics for a single campaign, open the campaign and select the **Analytics** tab at the top. This view narrows the numbers to that campaign and has three tabs: **Overview**, **Messaging**, and **Dialer**.
### Overview
The **Overview** tab summarizes campaign performance. At the top, you can see the number of leads contacted, messages sent, responses received, and meetings booked.
Below those metrics is a chart showing new leads contacted over time. At the bottom, you can choose different performance breakdown views to see the campaign's results in different ways. You can also manage columns to decide which metrics appear and arrange them in whatever order you want.
### Messaging
The **Messaging** tab covers the campaign's email activity. At the top, you can see how many emails you've sent, followed by a chart showing your emails sent over time.
Below the chart, the **Top conversation drivers** section shows which parts of your messaging are earning replies. You can switch between **Reply rate** and **Positive response rate**, and the results are broken down by message type, sequence step, personalization, call to action, feature, and social proof.
### Dialer
The **Dialer** tab covers the campaign's calling activity. At the top, you can see how many calls you made, how many connected, your average call duration, and the outcomes of connected calls. There's a chart where you can see your call trends over time, and a caller leaderboard that ranks the callers on the campaign.
# Messaging
Source: https://support.artisan.co/build-messaging-for-your-campaign
Teach Ava what to say to your leads, and set up different messaging for different types of leads.
The **Messaging** tab is where you teach Ava what to say to your leads. This includes your core offering, the proof points and social proof she can draw on, your calls to action, how deeply she personalizes each message, and the tone and style she writes in. You can set this up once for your whole campaign, or, using persona based messaging, set up different messaging for different types of leads.
You can add your messaging in two ways: give Ava the information she needs and let her generate it for you, then tweak it afterward, or write it yourself from scratch.
When you build a new outbound campaign, after you set up **Targeting** and **Sequence**, you land on a screen where you enter a URL (your website, a blog post, a case study), attach files (PDF, DOC, DOCX, TXT), or write instructions on how Ava should craft your messaging. This screen appears on every new outbound campaign until you submit it or skip it.
You can also turn on **Persona based messaging** if you want to. This overrides your base messaging for leads with specific characteristics, so you can set up separate messaging for different lead types instead of using the same messaging for everyone.
If you want to write your messaging from scratch, you can skip this step.
### Campaign language
Choose the language Ava writes your messages in from the **Campaign language** dropdown. The default is **English (United States)**.
### Persona based messaging
By default, a campaign uses a single set of messaging for every lead. Persona based messaging lets you customize messaging for leads with specific characteristics, so different lead types get different messaging.
When you turn this on, a **Personas** panel appears on the left with a **Default persona**, which is used for any lead that doesn't match one of your other personas.
To add a persona:
1. Click **+** next to **Personas**.
2. Give it a persona name.
3. Click **Add filter** and choose the criteria that define this persona (roles and seniority, location, company attributes).
4. Click **Add**.
Once you add a persona, you can configure messaging specifically for that persona. Click **Default persona** in the panel to view or edit the messaging for unmatched leads.
### Offering & features
This section is where you describe what your product does and the problems it solves for prospects.
It has two parts. **Describe what you sell in one sentence:** a short, clear description of your product or service, shared across every persona. In the **Problems you solve** section, add the problems your prospects face and how you help solve them. Click **Add another** to add more pairs if you have several distinct pain points you address.
### Proof & results
This section is where you add proof Ava can use to build trust with prospects. It has three tabs: **Highlights**, for short credibility statements; **Customers**, for named companies you can reference; and **Case studies**, for longer-form success stories.
### Calls to action
**Calls to action** let you set the next step you want a lead to take, such as booking a meeting. On LinkedIn, your call to action is sent exactly as you write it. In email, Ava may adjust the wording to fit the message. You can add one by clicking **Add**.
### Personalization
Personalization lets you choose how deeply Ava researches each lead before reaching out. There are three types you can choose from.
* **Lite**: Ava picks one relevant detail for each lead
* **Deep**: Ava combines several sources for deeper, more specific insights
* **Agentic**: everything in Deep, plus live web research to find fresh angles for each lead
Each type can be customized by clicking the edit icon at the bottom right corner of each card.
### Guide Ava on how to write messages
This section lets you add coaching points, specific instructions that guide how Ava writes her messaging. The **Global coaching** toggle controls whether Ava also follows the coaching points from your organization's default messaging settings. You can add instructions by clicking **Add coaching point**.
### Advanced
#### Sign-off
Sign-off lets you control how Ava signs off her messages. Turn on **Add a sign-off** to have Ava include one, or turn it off if your email signature already includes your name.
You can add one or more sign-off phrases, and when you have more than one active, Ava rotates between them randomly across generated emails.
You can also choose the sender name format Ava uses to sign off between **First name** and **Full name**.
#### Message styling
Message styling lets you control Ava's tone of voice, message length, and formatting.
* **Tone of voice**: Ava's writing style and personality. Turn off **Let Ava choose** to set a specific tone yourself, such as Direct.
* **Length of messages**: the target length of the body of the email, Short, Medium, or Long. Turn off **Let Ava choose** to set one yourself.
* **Last message's behavior**: whether the last email in the sequence mentions that it's the last one. Turn off **Let Ava choose** to pick one of the two options yourself.
* **Subject line casing**: choose Lowercase, Proper nouns, or Title case for the casing of Ava's subject lines.
# Artisan connector in Claude
Source: https://support.artisan.co/claude-connector
Connect your Artisan account to Claude to search for prospects, build lists, and draft campaigns from a chat.
The connector is an early feature, and we are still improving it.
The Artisan connector in Claude lets you work in your Artisan account from a Claude chat. You can search for prospects, build and add to lists, enrich contact data, draft a [Campaign](https://support.artisan.co/cold-outbound-campaign), edit its [Targeting](https://support.artisan.co/targeting-page) and [Messaging](https://support.artisan.co/build-messaging-for-your-campaign), and check how many credits you have left, all by asking Claude.
## **Connecting Artisan to Claude**
If your Claude account is part of a Team or Enterprise organization, an organization owner needs to add the Artisan connector before you can connect to it.
To add the connector, you need an Artisan account you can sign in to and a Claude account on a plan that supports custom connectors. [See Claude's plans.](https://claude.com/pricing)
You'll need Artisan's MCP server URL to add the connector: `https://api-dashboard.artisan.co/mcp`
1. Go to[ ](https://claude.ai/)[claude.ai](http://claude.ai) and click your profile icon in the bottom left corner.
2. Select **Settings**.
3. Select **Connectors.**
4. Click **Add** in the top right corner.
5. Select **Add custom connector.**
6. Give a name to the connector.
7. Enter the MCP server URL: `https://api-dashboard.artisan.co/mcp`
8. Select **Add.**
9. Select **Connect.**
10. Sign in to your Artisan account.
11. Select the organization you want Claude to work with.
12. Select **Allow access**.
You will see the connector appear in your list of connectors, and you can start using it in any Claude chat.
The connector gives Claude 30 tools. You control what Claude is allowed to do with each one. In Claude, open your connectors, click Artisan, and go to Tool permissions. For each tool, you can choose to always allow it, ask for approval each time, or block it.
## What you can do once Artisan is connected to Claude
### **Finding the right people**
This is how you find who to reach before anything goes into a list or a campaign. You describe the kind of person you want to reach in plain English, and Claude turns that into a set of filters and searches Artisan's B2B contact database for you.
You can look up a lead already in your account by name or company to view their profile and campaign activity. You can also give Claude a person's name, and it will find their contact details, like an email address or phone number. The person doesn't need to be in your account already.
Enriching contact details uses credits.
### **Building and enriching lists**
Claude can build a new list based on the criteria you describe, add leads to an existing list, and show you the lists in your account along with their size and activity. Before you enrich a list, Claude shows you which fields can be filled in, how many rows are missing each one, and what it would cost in credits.
Enrichment and export both run in the background, so Claude monitors them, notifies you when they're done, and provides a download link once a CSV is ready.
### **Creating and running campaigns**
Claude can create a campaign and set its target audience based on a description you provide in plain English. It can apply one of Artisan's sequence templates, read the sequence back to you, and rewrite the copy of any step. The campaign's messaging is editable too, including the one-liner, pain points, proof points, and calls to action, along with settings such as the daily lead quota, sending schedule, and how replies are handled.
At any point, you can ask what the campaign still needs before it can launch. For a campaign that's already live, you can pause, resume, stop, rename, or archive it and check how the leads within it are doing.
Claude can't launch or publish a campaign for you. Changes it makes to a sequence, messaging, or settings are saved as a draft, so they don't affect a campaign that's already running. You review and publish those changes in Artisan when you're ready to make them go live.
### **Checking your account**
Claude can tell you which Artisan user and org you're signed in as. It can also tell you how many credits your org has left, which is worth checking before a large search or enrichment. Both of these only read your account. They never change anything.
## **Frequently asked questions**
No. The whole setup happens in Claude. The only thing you need on the Artisan side is an account you can sign in to.
No. You sign in with your Artisan account when you connect. There's no API key to create or paste.
The connector is available for all Artisan plans. [Learn more about pricing here](https://www.artisan.co/pricing).
# Cold outbound campaign
Source: https://support.artisan.co/cold-outbound-campaign
Cold outbound is for prospecting net new contacts from your business' ideal customer profile. You can source net new leads from Artisan's B2B or local business databases, or bring your own leads and we can enrich them and send personalized, AI generated sequences.
# Data sources
You can find leads on Artisan or bring your own leads:
* **Artisan B2B Data:** Artisan's database of 250M B2B contacts. See [Find leads](https://support.artisan.co/find-leads).
* **Artisan Local Data:** Artisan's database of 250M local businesses. See [Local data](https://support.artisan.co/local-data).
* **CSV upload:** Upload a CSV of contacts, companies or local businesses. See [CSV as a data source](https://support.artisan.co/csv-as-a-data-source).
* **CRM List Import:** Pulls lists of people or companies from a connected Salesforce or HubSpot account. See [CRM as a data source](https://support.artisan.co/crm-as-a-data-source).
* **Webhook:** Bring in data from any company source (data warehouse, CRM, etc.) using a webhook. See [Webhook documentation](https://support.artisan.co/webhook-documentation).
* **Existing list:** Pick a list you've already built in Artisan.
A campaign can hold multiple lists in a single campaign. They merge into a single audience, with contact-level deduplication so the same person isn't enrolled twice.
# Next
Pick a data source, attach the list, and the campaign lands on the Targeting page.
[Targeting page](https://support.artisan.co/targeting-page). List view, side drawer, AI qualification.
# Campaign Settings
Source: https://support.artisan.co/configure-campaign-settings
Control how Ava sends messages, handles replies, and runs your campaign.
Some settings may require a higher plan. [Learn more about pricing and planning](https://www.artisan.co/pricing).
The **Settings** tab is where you control how your campaign runs. You decide when Ava reaches out to your leads, who she emails on your behalf, how she handles replies, who to exclude from outreach, and what protects your email deliverability. This guide walks you through each section of Settings and explains what each does.
Settings can be changed at any time, even after a campaign is live. When you change a setting, it applies to all leads in the campaign, including those already in progress.
## **Require approval before sending**
When this is on, every message Ava generates waits for your approval before it goes out. When left off, Ava sends messages on her own once a campaign is live.
Turning it on can be useful during your first few days on a new campaign, when you want to see what Ava writes before a message reaches a lead, or for teams that need every message signed off. Messages awaiting approval appear on the Tasks page under the **Outbound to approve** tab.
## **Autopilot replies**
When Autopilot replies is on, Ava responds to leads on her own instead of waiting for you to send each reply. You choose how she handles the replies: she can book a meeting with the lead, send a link you've set up, or just answer their questions without booking or sending anything.
You can also have Ava qualify a lead before she books a meeting or sends a link, so she only moves forward with leads that meet the conditions you set. You can add up to five conditions.
### **Advanced autopilot replies**
These settings control what Ava can reference when she replies and the tone she uses.
Under **Campaign-specific knowledge & resources**, you choose what Ava can draw on in her replies. This includes **Global knowledge** and any resources from your campaign's messaging setup. You can turn each source on or off, or add your own.
In **Custom instructions for autonomous replies,** you can tell Ava what tone to use and when to escalate a conversation to a person instead of handling it herself.
Route booking meetings controls whose calendar a booked meeting lands on. By default, meetings are booked with the sender who's been talking to the lead. You can instead share them across a round-robin pool or set a custom option per sender.
### **Senders**
Senders are the people Ava uses to send messages on their behalf. Ava uses each sender's connected mailboxes, calendar link, signature, and background to send messages, book meetings, personalize them, and reply (when **Autopilot replies** is on).
You can select **Manage senders** to choose who's included in your campaigns and to invite new team members.
If you see a **Missing info** warning next to a sender, it means something Ava needs to run the campaign is missing, such as a connected mailbox, not enough mailboxes, a booking link, or a signature. Click the sender to see what's missing and complete it.
To connect mailboxes, add a booking link, or set up a signature, see[ Outreach channels](https://support.artisan.co/getting-started/connect-your-mailbox).
### **People to exclude**
This section is where you tell Ava which people to exclude from your outreach.
You can exclude people in a few ways: pick from any of your saved audience lists in Artisan, or upload a CSV of people, companies, or local businesses you don't want contacted. You can also set rules that exclude people, skip anyone contacted by any of your campaigns within a set number of days, or limit how many people Ava contacts at the same company.
By default, Ava excludes anyone on your organization's global DNC list from outreach, so they're never contacted. You can turn this off for a campaign if you want.
To learn more about how Do Not Contact (DNC) works, see[ Configure DNC](https://support.artisan.co/configure-dnc).
### **Dialer**
If your campaign's sequence includes a call step, Ava generates talking points for each lead before you call them. In the instructions field, you guide how those talking points come out. In the call objective field, you tell her the goal of the call. Both are optional, and the more you add, the sharper her talking points become.
To learn more about Dialer, see[ Intro to Dialer](https://support.artisan.co/intro-to-dialer).
## **Advanced campaign settings**
The Advanced section covers settings you'll adjust less often. You can change them when you want finer control over how your campaign runs.
### **Maximum new prospects to contact per day**
This section controls how many new prospects Ava contacts each day. Ava stops once she reaches this number, even if more leads are available. If you don't have enough mailboxes to reach your target, you'll see a prompt to get more mailboxes.
### **Compliance**
You can add an unsubscribe line to the bottom of your emails, written either by Ava or by you. This can help you meet legal requirements in certain regions.
### **Use CRM owners as senders**
Ava sends outreach from your team members' connected accounts. This section controls which sender is assigned to each lead.
The section lists the rules that determine which sender handles each lead. Ava checks them from top to bottom and uses the first rule that applies. You can reorder the rules and add or remove them, except for **Take turns across all senders**, which stays fixed at the bottom and can't be removed. Ava uses it when none of the rules above assign a lead, sharing those leads across your senders.
The CRM rules (Contact owner and Account owner) require a connected CRM. The available rules and their labels may depend on your CRM provider.
Below the rules, there are a few more settings that allow the sender of an email to a lead to also become the owner of that lead and their company in Artisan. For company ownership, this only takes effect if the Company owner on Artisan rule is ranked above Take turns across all senders.
There's also a setting for when a lead is assigned by the Take turns across all senders rule, which happens when no other rule matches. Turning it on also records the sender as the lead's owner, so the same person remains the lead's owner across your campaigns.
To learn how CRM works in Artisan, see[ Intro to CRM](https://support.artisan.co/intro-to-crm).
### **Recycle leads who don't respond**
When this is on, Ava re-enrolls leads who didn't respond by the end of the sequence and reaches out to them again. You can set how long she waits before doing this and how many times a lead can go through the sequence again.
Recycled leads go back into the queue alongside your new leads and use the same daily and monthly sending limits. They're handled at a lower priority, so new leads come first.
Recycling leads uses credits. Each recycled lead skips qualification and enrichment, but still costs credits for personalization, message generation, autopilot replies, and dialer.
### **Task completion**
When this is on, a lead's sequence pauses until each manual or Dialer task for that lead is completed. When it's off, the sequence keeps moving even if a task is still open.
### **Forward replies to senders' primary mailboxes**
When this is on, positive and neutral replies are forwarded to the sender's primary mailbox, so they can take over the conversation from there. This happens no matter which mailbox the reply arrived in.
Ava forwards only the first positive or neutral reply in a conversation. If the lead replies again in the same conversation, those later replies aren't forwarded.
Forwarding doesn't work while **Autopilot replies** is on.
### **Notify in Slack when a lead replies**
This section lets you get a Slack message whenever a lead replies, so your team can follow up quickly. You'll need to connect Slack first, and you can pick a different Slack channel for each type of reply, positive, neutral, and negative, or choose not to be notified for some.
Learn more about [Slack integration](https://support.artisan.co/slack)
### **Mailboxes**
You can use this section to choose whether Ava sends your messages from primary or secondary mailboxes.
Your primary mailboxes use your real company domain. Your secondary mailboxes use a separate domain, kept apart from your main one. This section only appears if you're sending from a business domain.
To connect mailboxes, set send limits, or add a signature, see[ Outreach channels](https://support.artisan.co/getting-started/connect-your-mailbox).
### **Email deliverability**
These settings help protect your sender reputation, since bounces and spam complaints can reduce your deliverability across your campaigns.
Before sending, Ava can check each email address to catch ones that would bounce and skip addresses that are likely to bounce or draw spam complaints (though you can choose to contact those anyway).
Callout: Turning on Bounce test before sending adds a small credit cost per address checked. You can see a full cost breakdown by clicking **Cost per lead contacted** at the top right of the campaign.
### **Sending window**
This section controls when Ava sends messages. You can set the daily sending window, choose whether Ava sends in the lead's timezone or the sender's, decide whether Ava sends on weekends, and add specific dates to skip, such as holidays.
# Configure DNC
Source: https://support.artisan.co/configure-dnc
## Do not contact list
Use the Do Not Contact (DNC) list to block people or companies that Ava should not contact. This helps prevent outreach to customers, active opportunities, churned customers, competitors, or anyone else your team wants to exclude.
You can find this page in **Manage Ava → Guardrails → DNC**.
## What the DNC list does
When someone or a company is added to DNC, Ava will avoid contacting them in outbound campaigns.
Common examples include:
* Current customers
* Companies with active deals
* Churned customers you do not want to re-engage
* Competitors
* People who should not receive outreach for compliance, relationship, or operational reasons
## What you can block
You can add blocked identifiers in four ways:
* **Email addresses**: blocks people by email.
* **Company domains**: blocks everyone whose company matches that domain.
* **Phone numbers**: blocks phone outreach when a dialer step is used.
If you add a company domain, Ava blocks outreach to everyone associated with that domain.
## How channel blocking works
If you add someone by email, Ava blocks that person across all channels when the channels are added to the campaign sequence.
There is one exception:
* Phone numbers are only blocked when the campaign includes a dialer step.
## Ways to add people or companies to DNC
Click **Add** to choose how you want to add blocked people or companies.
### Add leads and companies manually
Use this when you want to add a small number of blocked identifiers one by one.
You can manually add:
* Email addresses
* Company domains
* Phone numbers
### Upload a CSV
Use this when you have a file from another system, such as a data warehouse or internal database.
A CSV is helpful when you want to bulk upload a list of people or companies that Ava should not contact.
### Import from CRM
Use this when the contacts or companies you want to block already live in your CRM. We integrate with HubSpot and Salesforce.
You can import two types of CRM lists:
* **Contact lists**: block specific people.
* **Company lists**: block everyone associated with those companies.
We recommend using dynamic CRM lists when possible, so the DNC list stays updated as new contacts or companies are added in your CRM.
Common CRM list examples include:
* Current customers
* Open opportunities
* Active deals
* Churned customers
* Competitors
* Suppression lists owned by RevOps or SalesOps
### Import from an Artisan list
Use this when you already have an Artisan list that should be excluded from outreach.
For example, you might block contacts from a previous campaign, a manually curated suppression list, or an internal test list.
## Recommended CRM setup
For the most reliable DNC coverage, create dynamic CRM lists for the groups your team always wants to suppress.
Recommended lists include:
* Current customers
* Active opportunities or open deals
* Churned customers you do not want contacted
* Competitors
## Manage imported lists
Click **Manage lists** to view, edit, or remove lists that have been added to Global DNC.
Imported lists appear as lists, not as individual email addresses or domains. For example, if you import a CRM list, you will see the list name and the number of people in the list, but not every individual email or domain inside the main DNC table.
Use Manage lists when you want to:
* See which CRM, CSV, or Artisan lists are currently blocking outreach
* Check how many people are included in each list
* Remove a list from DNC
## Tabs on the DNC page
The DNC page is organized by identifier type:
* **Email addresses**: people blocked by email.
* **Company domains**: companies blocked by domain. Blocking a domain prevents outreach to people associated with that domain.
* **Phone numbers**: people blocked by phone number when a dialer step is used.
Use the search bar in each tab to find a specific blocked item.
## Best practices
* Use CRM dynamic lists for groups that change often, such as customers, open opportunities, and active deals.
* Use CSV uploads for one-time bulk suppression lists from a data warehouse or offline source.
* Use manual entry for one-off people, domains, or phone numbers.
* Add competitor domains if you want to prevent Ava from contacting anyone at competitor companies.
* Review Manage lists regularly to make sure your imported suppression lists are still correct.
## Frequently asked questions
### What happens if I add a company domain?
Ava blocks outreach to people associated with that company domain.
### When are phone numbers blocked?
Phone numbers are blocked when a campaign includes a dialer step.
### Why do I only see the list name after importing from CRM?
Imported CRM, CSV, and Artisan lists appear in **Manage lists** as lists. You will see the list name and the number of people included, rather than every individual email address or domain in the main table.
### Should I use static or dynamic CRM lists?
Use dynamic CRM lists when possible. They stay updated as people or companies are added to the CRM segment, which is best for customers, active deals, churned customers, and competitors.
### How do I block companies with active deals?
To block companies with active deals, create a dynamic company or account list in your CRM, then add that list to DNC in Artisan.
This should usually be done at the company level, not the contact level. If an account has an active deal, you usually want Ava to avoid contacting anyone at that company while the deal is open. Blocking only the contact attached to the deal may still allow Ava to contact other people at the same company.
**In HubSpot**
In HubSpot, create an active company list that automatically includes companies associated with open deals.
A typical setup is:
1. Open HubSpot. Go to **CRM > Lists** (newer portals call it **Segments**). Click **Create list** in the top right.
2. Pick **Company-based** as the object type, and **Active list** so it updates as deals move.
3. Click **Add filter**. At the top of the filter popover you'll see **Viewing: Companies (primary)**. Click that dropdown and change it to **Deals**. The header above the property list will now read *"Companies whose associated Deal has…"*
4. In the property search, type `stage` and pick **Deal Stage**.
5. In the value picker, tick **every open stage** and **Closed Won** for every pipeline the team uses. On HubSpot's default Sales Pipeline that's: **Qualifying, Discovery, Validation, Negotiation, Closed Won**.
6. Save the Segment as Active so it keeps updating as new deals are opened.
7. Click **Save**. Wait for the segment to finish processing (a few seconds to a couple of minutes depending on the portal size).
8. In Artisan, go to **Manage Ava → Guardrails → DNC**.
9. Click **Add → CRM**.
10. Select the HubSpot company list and add it to DNC.
Once added, Ava will avoid outreach to people associated with companies in that HubSpot list. Because the list is active, HubSpot will keep it updated as new deals open or existing deals close.
#### Salesforce
In Salesforce, create a dynamic account list, report, or synced segment that includes accounts with open opportunities.
A typical setup is:
1. Create an account report or list view that includes accounts associated with open opportunities.
2. Use opportunity criteria to define active deals. For example, include opportunities where the stage is not Closed Won and not Closed Lost.
3. Add any additional filters your team uses to define active pipeline, such as opportunity owner, pipeline, record type, forecast category, or close date.
4. Make sure the list is account-based, so Artisan can block the company or account rather than only one contact.
5. Save the report, list view, or synced account segment with a clear name, such as “DNC - Accounts with Open Opportunities.”
6. In Artisan, go to **Manage Ava → Guardrails → DNC**.
7. Click **Add → CRM**.
8. Select the Salesforce account list and add it to DNC.
Once added, Ava will avoid outreach to people associated with accounts in that Salesforce list. If the Salesforce list or segment updates when opportunities open or close, DNC coverage will update with it.
#### What happens after I add the CRM list?
The imported CRM list will appear in **Manage lists**. You will see the list name and the number of people or companies included, rather than every individual record in the main DNC table.
To confirm the setup is working, check that:
* The CRM list is company-based or account-based.
* The list is dynamic, active, or otherwise kept up to date.
* The list includes companies or accounts with open deals, not only the individual contacts on those deals.
* The list has been added to DNC from **Add → CRM** in Artisan.
# Configuring a signal campaign
Source: https://support.artisan.co/configuring-a-signal-campaign
Configure and launch a signal campaign.
Every signal runs as a campaign. This guide walks you through configuring and launching one.
## Setting up a signal
Most signals follow the same structure. You choose a data source, configure the **Targeting** step, and decide whether Ava qualifies leads before contacting them. **Website visitor de-anonymization** and **Custom AI signal** work differently.
### Choosing a data source
The first screen asks where Ava should look. The question at the top names what the signal needs, so **Funding announcement** asks which companies Ava should track for funding announcements, **Champion tracking** asks for a list of champions, and **Social keyword tracking** asks whose posts Ava should track.
Your options depend on the signal:
* **Search from Artisan's database** tracks companies or people from Artisan's B2B database. It's available on **Funding announcement**, **Recently hired**, **First hire in department**, **First hire in role**, **Tech stack in job description**, **Actively hiring for role**, **Investor portfolio tracking**, **Social keyword tracking**, and **Topic intent**.
* **Import from CRM** imports a list from your CRM.
* **Choose existing lists** uses a list you already created in Artisan.
* **Upload a CSV** uploads your own list.
* **Import from webhook** imports a list by posting data to a webhook URL Artisan provides. It's only available on **Reach a CRM segment**.
Signals that don't offer **Search from Artisan's database** run on your own data, because the signal only makes sense against a list you provide. **Champion tracking** needs your champions, **Top customers' investors** need your customers, and **Reach a CRM segment** needs your CRM records.
After you pick a data source, Artisan takes you to the **Targeting**.
### Configuring the Targeting
Most signals show three sections on the **Targeting** step: what Ava tracks, which companies to include, and who Ava contacts. The exact wording of each heading changes depending on the signal you chose, but the settings work the same way.
Four signals vary from that shape. **Reach a CRM segment** shows only the people from the list you selected, with no event or company filtering. **Champion tracking** has no section for who Ava contacts, because Ava contacts the champion herself. **Top customers' investors** adds a section showing the investors behind the customers you selected. **Investor portfolio tracking** replaces the first section with the investors whose portfolios Ava tracks.
Most fields are optional, but a few signals require one before you can launch. **Champion tracking** requires both **Which new company should Ava track?** and **Which new role should Ava track?**. **Investor portfolio tracking** requires **Investors to track**, **First hire in department** requires **Departments to include**, and **First hire in role** requires **Job title**.
### Choosing what Ava tracks
The first section defines the event Ava watches for. Its fields depend on the signal you selected.
Each signal also has a **How far back should Ava look?** setting, which determines how recent the event must be. Advanced options let you refine what Ava tracks, for example, by excluding certain titles or locations.
**Social keyword tracking** takes the keywords Ava watches for in **Keywords to track**. **Topic intent** uses the topics in **Topics to monitor**, and **Show suggested topics** offers topics Artisan suggests for your product.
### Choosing which companies to include
The second section limits Ava's search to companies that fit your market. You can filter by company size, industries to include, and whether the company is B2B. The **Advanced** options let you add company locations to include and industries to exclude.
### Choosing who Ava contacts
The third section determines which people Ava contacts at each company. Its options depend on the signal.
For **Funding announcement**, **Tech stack in job description**, **Actively hiring for role**, **Top customers' investors**, **Investor portfolio tracking**, **Social keyword tracking**, and **Topic intent**, choose whether Ava targets people by **Specific job title** or **Department & seniority**. Under **Advanced**, you can exclude job titles, departments, or locations. You can also import job titles from a CSV instead of selecting them one by one.
For **Recently hired**, **First hire in department**, and **First hire in role**, you choose who Ava contacts at the company the signal matched. **Lead identified by the signal** contacts the person the signal matched, while **Other people at the lead's company** applies your targeting filters to find other people there.
### Qualifying leads before contact
Every signal ends with **Qualify leads with AI before contacting them**. When you turn it on, Ava researches each prospect to verify they meet your qualification criteria and skips the ones who don't. Your criteria can reference the signal itself, such as its topic or sentiment. Each check costs 2 credits.
To set up one of these signals:
1. On the **Campaigns** page, click **+ New campaign**.
2. Open the **Intent signals** tab.
3. Select the signal you want to use.
4. Name your campaign.
5. Click **Create.**
6. Select a data source.
7. Select a suggested audience or build your own.
8. Configure the **Targeting** settings.
9. Click **Continue.**
10. Select a sequence template or start from scratch.
11. Configure the **Sequence**. [Learn more about Sequence.](https://support.artisan.co/create-a-sequence)
12. Click **Continue**.
13. Configure the **Messaging**. [Learn more about Messaging.](https://support.artisan.co/build-messaging-for-your-campaign)
14. Click **Continue**.
15. Configure **Settings**. [Learn more about Settings.](https://support.artisan.co/configure-campaign-settings)
16. Click **Launch**.
## Custom AI signal
**Custom AI signal** works differently from other signals. Instead of picking a prebuilt event, you describe the buying trigger you want Ava to watch for in plain English.
The setup has two parts. First, describe the trigger, the event that prompts Ava to act, such as a company earning a certification or winning a contract. Then select a data source and add filters to define which companies Ava monitors and which people she contacts.
1. On the **Campaigns** page, click **+ New campaign**.
2. Open the **Intent signals** tab.
3. Select the **Custom AI signal** campaign.
4. Name your campaign.
5. Click **Create.**
6. Describe what Ava should watch for, or select one of the suggestions.
7. Select a data source.
8. Select a suggested audience or build your own.
9. Configure the targeting audience settings.
10. Click **Save & add to campaign.**
11. Set how often Ava runs the search, optionally configure Advanced settings, and choose whether Ava qualifies leads before contacting them.
12. Click **Continue**.
13. Select a sequence template or start from scratch.
14. Configure the **Sequence**. [Learn more about Sequence.](https://support.artisan.co/create-a-sequence)
15. Click **Continue**.
16. Configure the **Messaging**. [Learn more about Messaging.](https://support.artisan.co/build-messaging-for-your-campaign)
17. Click **Continue**.
18. Configure the **Settings**. [Learn more about Settings.](https://support.artisan.co/configure-campaign-settings)
19. Click **Launch**.
## Website visitor de-anonymization
**Website visitor de-anonymization** works differently from the other signals. It runs on your own site traffic, so instead of picking companies for Ava to watch, you choose a connected website and set which visitors Ava targets.
Before you set up this signal, connect your website in the **Website visitors** tab. Ava can only target visitors from a connected website. [Learn more about website visitors](https://support.artisan.co/intro-to-website-visitors).
The **Targeting** step shows your connected website at the top, then two sections:
**Visitor sources to include** sets which kinds of visitors count toward the campaign. You can include identified individuals, people from identified companies, or both.
**Which website visitors should Ava target?** sets the filters Ava uses to target visitors, such as leadership level, department, and location. Its **Advanced** options let you set how far back Ava looks for visits, limit the campaign to visitors who viewed or skipped specific pages, and add further filters to include or exclude by role and company.
1. On the **Campaigns** page, click **+ New campaign**.
2. Open the **Intent signals** tab.
3. Select the **Website visitor de-anonymization** campaign.
4. Name your campaign.
5. Click **Create.**
6. If you have multiple connected websites, select the one to use for this signal. [Learn more about website visitors.](https://support.artisan.co/intro-to-website-visitors)
7. Configure the **Targeting** settings.
8. Click **Continue.**
9. Select a sequence template or start from scratch.
10. Configure the **Sequence**. [Learn more about Sequence.](https://support.artisan.co/create-a-sequence)
11. Click **Continue**.
12. Configure the **Messaging**. [Learn more about Messaging.](https://support.artisan.co/build-messaging-for-your-campaign)
13. Click **Continue**.
14. Configure the **Settings**. [Learn more about Settings.](https://support.artisan.co/configure-campaign-settings)
15. Click **Launch**.
# Sequence
Source: https://support.artisan.co/create-a-sequence
Choose which channels Ava uses to reach leads and how long she waits between each step.
A Sequence is the list of steps Ava takes when contacting leads. You choose what she does, in what order, and how long she waits between each one.
When you create a **Campaign**, you either pick a sequence template or build from scratch. Each step runs top to bottom.
## **Sequence steps**
There are three types of steps you can add to a sequence, one for each way Ava can contact a lead.
1. Email
2. Manual task
3. Human call
You can add a step in two ways. Clicking a step type in the left panel adds it to the end of the sequence. To place a step between two existing ones, hover over the arrow connecting them and click the + icon that appears, then pick the step you want.
Every step after the first has a **Wait for** delay that sets how long Ava waits before running it. You set the number and choose Days or Hours. The first step has no delay, since it starts the sequence when the campaign starts running.
### **Email**
This is a send email step where Ava sends an email to the lead from the sender's mailbox. The content is either written by Ava or by you.
When Ava writes the email for you, she follows the instructions you give her in **Coaching**.
But you can write your own email too. You add variables from the lead's details, format the email copy, and attach files. If you'd like Ava to refine what you wrote, turn on **Polish before sending**, and she'll make sure the message reads naturally and adapt it when any variables or data are missing or unclear.
Each email step is set individually, so one campaign can have more than one email step.
### **Manual task**
This is a manual task step where you create a task for the sender to complete. You give the task a subject and a message, and it appears under Manual tasks on the sender's Tasks page fort hem to take action on. You can add variables to both the subject and the message so each task is filled in with the lead's details.
### **Human call**
This is a call step where the sender makes the call themselves using the Artisan **Dialer**. Before this step can run, you need to set up a Dialer for the campaign. Learn more about [Dialer](https://support.artisan.co/intro-to-dialer)
Once the Dialer is set, the **Human call** step schedules a call for the lead and adds it to the sender's Dialer queue when the sequence reaches it. The call shows up under due and upcoming calls.
# CRM as a data source
Source: https://support.artisan.co/crm-as-a-data-source
# Use CRM lists as a data source
Use CRM lists when you already have contacts or companies in HubSpot or Salesforce and want to use them in Artisan.
After your CRM is connected, you can import CRM lists into Artisan and use them to:
* Add CRM contacts to campaigns
* Find people at companies from your CRM
* Save CRM data as Artisan lists
* Enrich CRM records before using them in outreach
* Run cold outbound, warm outbound, cross-sell, or upsell campaigns
## What CRM data can I import?
The CRM data you can import depends on which CRM you have connected.
### HubSpot
From HubSpot, you can import:
* **Contact lists**: lists of people you can add to campaigns.
* **Company lists**: lists of accounts you can use to find people before adding them to campaigns.
You can learn more [here](https://support.artisan.co/hub-spot-setup).
### Salesforce
From Salesforce, you can import:
* **Contact or Lead views**: lists of people you can add to campaigns.
* **Account or Company views**: lists of companies you can use to find people before adding them to campaigns.
You can learn more [here](https://support.artisan.co/salesforce-setup).
## Static and dynamic CRM lists
Artisan can use both static and dynamic CRM lists.
* **Static lists** are manually maintained in your CRM.
* **Dynamic lists** update automatically based on CRM rules or filters.
Artisan continues syncing with your CRM so list changes stay up to date. If someone is added to a static list in your CRM, or qualifies for a dynamic list later, Artisan can sync that change into the connected Artisan list.
## Option 1: Add CRM contacts to a campaign
Use this when your CRM list contains people you want Ava to contact.
Examples:
* Cold contacts your team already has in HubSpot or Salesforce
* Warm contacts who have engaged with your company before
* Customers eligible for cross-sell or upsell
* Event attendees
* Contacts owned by a specific rep or territory
To import CRM contacts into a campaign:
1. Open the campaign in Artisan.
2. Choose **Import from CRM**.
3. Select the CRM list you want to use.
CRM contact records should include at least:
* **Email address**
* **First name**
Artisan uses the email address to identify and enrich the person. First name helps Ava write natural messages.
## Option 2: Use CRM companies lists to find people
Use this when your CRM list contains companies or accounts, not individual people.
Company lists cannot be sequenced directly because Ava needs people to contact.
To use a CRM company list:
1. Import the company or account list from your CRM.
2. Save it as an Artisan list.
3. Go to **Find leads**.
4. Use the company list as your target account list.
5. Add people filters such as job title, seniority, department, or location.
6. Save the matching people to a list or add them to a campaign.
For example, you can import a list of target accounts from Salesforce, then find Heads of Sales or VP-level Marketing contacts at those accounts using Artisan’s B2B data.
## Option 3: Save CRM lists and enrich them
You can also save CRM lists as Artisan lists before using them in a campaign.
This is useful when you want to:
* Review the records before outreach
* Enrich missing data
* Segment the list further
* Use the list later in multiple campaigns
## How CRM list syncing works
After a CRM list is imported, Artisan continues checking for updates.
If records are added to the CRM list later, Artisan can sync those changes into the connected Artisan list. This applies to both static lists and dynamic lists.
This means your Artisan list can stay aligned with the source list in your CRM without manual re-uploading.
## Best practices
* Use contact lists when you already know the people Ava should contact.
* Use company or account lists when you know the target accounts but still need to find people.
* Use dynamic CRM lists when the audience changes often.
* Make sure contact lists include email address and first name whenever possible.
* Use company lists with Find leads to build persona-specific audiences at target accounts.
* Review imported lists before launching high-volume campaigns.
## Frequently asked questions
**Can I import CRM contacts directly into a campaign?**
Yes. If the CRM list contains people, you can import the list and add those contacts to a campaign.
**Can I import CRM companies directly into a campaign?**
No. Company or account lists contain companies, not people. Import the companies first, then use Find leads to find the right people at those companies.
**What fields do CRM contacts need?**
For best results, each contact should include at least an email address and first name.
**Can Artisan enrich CRM contacts?**
Yes. Artisan can use the email address to identify and enrich CRM contacts where possible.
**Do static CRM lists keep syncing?**
Yes. If new records are added to a static list in your CRM, Artisan can sync those updates into the imported list.
**Do dynamic CRM lists keep syncing?**
Yes. Dynamic lists are useful because they automatically update in your CRM, and Artisan can continue syncing those changes.
**Can I use CRM lists for cross-sell or upsell campaigns?**
Yes. You can import customer or opportunity-based CRM lists and use them for cross-sell, upsell, or warm outbound campaigns.
**Can I use CRM company lists with Find leads?**
Yes. Import the company list, then use Find leads to find people at those companies by job title, seniority, department, location, or other filters.
# CRM DNC
Source: https://support.artisan.co/crm-dnc
# Block all companies in HubSpot
**What this does**
* Stops Ava from cold-emailing anyone at a company already present in HubSpot
* Matches at the **company domain** level: anyone with the same domain as the company gets blocked (eg. blocking Artisan blocks anyone with an [artisan.co](http://artisan.co) domain)
**Set it up in HubSpot (about 5 minutes)**
1. Open HubSpot. Go to **CRM > Lists** (newer portals call it **Segments**). Click **Create list** in the top right.
2. Pick **Company-based** as the object type, and **Active list** so it updates as more Companies get added.
3. Click **Add filter**.
4. In the property search, type `create date` and pick `Company create date` (every company has one, so this matches every company record).
5. In the operator, choose “is known”.
6. Save the Segment as Active so it keeps including new companies as they're created.
7. Click Save. Processing usually takes a few seconds for this kind of broad filter, though larger portals may take a minute.
8. In Artisan, go to your campaign's DNC settings and add this HubSpot segment as a CRM DNC source.
# Block companies associated with live deals in HubSpot
**What this does**
* Stops Ava from cold-emailing anyone at a company you've already sold to or are actively selling to.
* Matches at the **company domain** level: one matching deal on the company record blocks every employee at that domain.
**Set it up in HubSpot (about 5 minutes)**
1. Open HubSpot. Go to **CRM > Lists** (newer portals call it **Segments**). Click **Create list** in the top right.
2. Pick **Company-based** as the object type, and **Active list** so it updates as deals move.
3. Click **Add filter**. At the top of the filter popover you'll see **Viewing: Companies (primary)**. Click that dropdown and change it to **Deals**. The header above the property list will now read *"Companies whose associated Deal has…"*
4. In the property search, type `stage` and pick **Deal Stage**.
5. In the value picker, tick **every open stage** and **Closed Won** for every pipeline the team uses. On HubSpot's default Sales Pipeline that's: **Qualifying, Discovery, Validation, Negotiation, Closed Won**.
6. Save the Segment as Active so it keeps updating as new deals are opened.
7. Click **Save**. Wait for the segment to finish processing (a few seconds to a couple of minutes depending on the portal size).
8. In Artisan, go to your campaign's DNC settings and add this HubSpot segment as a CRM DNC source.
### Future state
**Who this is for**
This guide is for customers using Artisan with a connected HubSpot or Salesforce account who want fine-grained control over which leads get blocked because of existing deals in their CRM.
If you've ever seen Ava skip leads you wanted to reach, or reach leads you wanted skipped, the cause is almost always the deal-based DNC logic described below.
# The short version
Artisan's DNC (Do Not Contact) system protects your existing business relationships by blocking outreach to anyone tied to a deal in your CRM. Most customers want one of three setups:
1. **Block everyone at a company with an active deal.** Protects live opportunities at the domain level. Jane has an open deal, so don't email John at the same company.
2. **Block only active deals, ignore historical closed ones.** Lets you re-prospect into companies where the only deals on file are Closed Lost or old unqualified ones.
3. **Turn the deal-based DNC off entirely.** You handle relationship protection through your own CRM filters or lists instead.
The rest of this guide shows how to set each one up using HubSpot fields. Salesforce equivalents are noted at the end.
# Key HubSpot fields to know
Before configuring anything, it helps to know which HubSpot properties drive deal-based DNC.
| Field | Object | What it means |
| - | - | - |
| `dealstage` | Deal | The specific stage a deal is in, like Appointment Scheduled, Contract Sent, Closed Won, or Closed Lost. Each pipeline has its own stages. |
| `pipeline` | Deal | Which pipeline the deal lives in. Customers often have separate pipelines for New Business, Renewals, Partners, etc. |
| `Is deal closed?` (`hs_is_closed`) | Deal | Boolean. `true` if the deal is in a Closed Won or Closed Lost stage, `false` if it's in any open stage. The cleanest single field for "active vs. not". |
| `hs_is_closed_won` / `hs_is_closed_lost` | Deal | Booleans for the specific closed outcomes. |
| `Deal Status` | Deal (derived) | Groups deals into Won, Lost, or Open. Useful for reports. |
| `Number of associated deals` (`num_associated_deals`) | Contact | Total count of deals on a contact, open and closed combined. The blunt field that causes most over-blocking. |
> HubSpot contact lists can filter on deal properties. When building a contact list, pick filter type "Deal properties" and you can filter by `Deal stage`, `Is deal closed?`, pipeline, and so on. The list returns every contact associated with at least one deal matching the filter.
# Pattern 1: block everyone at a company with an active deal
**Use this when:** you want relationship protection at the domain level. If anyone at [acme.com](http://acme.com) has an open deal, nobody at [acme.com](http://acme.com) should get cold outreach, even if they've never been in your CRM before.
## How to set it up in HubSpot
HubSpot doesn't let you filter across three association levels in a single list (deal to company to contact), so this takes two chained lists.
**Step 1: create a company-based list of companies with active deals**
1. Go to CRM > Lists > Create list
2. Choose **Company-based**
3. Add filter: **Deal properties > Deal stage** is any of your open stages
* Either select every open stage across every pipeline you care about, or use the simpler alternative below
4. Simpler alternative: **Deal properties > Is deal closed?** is `false`
5. Save the list
**Step 2: create a contact list of everyone at those companies**
1. Go to CRM > Lists > Create list
2. Choose **Contact-based**
3. Add filter: **Company properties > Contact's associated company is a member of list** > pick the company list from Step 1
4. Save the list
**Step 3: point Artisan at the contact list**
In your Artisan campaign, add the contact list from Step 2 as a DNC source. Every contact at every company with an active deal will now be excluded, even contacts that aren't personally associated with a deal.
* Why two lists instead of one HubSpot's list builder supports two levels of association at most. A contact-based list can filter by "this contact's associated deals" or "this contact's associated company's properties", but it can't chain all the way to "this contact's associated company's associated deals" in a single filter. The company list in Step 1 flattens that middle layer so the contact list in Step 2 only has to look one level up.
# Pattern 2: block only active deals, ignore closed ones (coming soon)
**Use this when:** you have a long history in HubSpot and many contacts carry old Closed Lost or unqualified deals that you'd still like to re-prospect. The default behavior blocks them because they have any associated deal at all. This pattern fixes that.
## How to set it up in HubSpot
Block everyone at a company that has at least one active deal, but allow outreach to companies where every deal is closed.
1. Create a **company-based list** filtered by **Deal properties > Is deal closed?** is `false`
2. Create a **contact-based list** filtered by membership in the company list
3. Point Artisan at the contact list
> If you have multiple pipelines, decide which ones count. A deal in your Partner pipeline probably shouldn't DNC a cold prospect. Add a filter for **Deal properties > Pipeline** is any of `[your sales pipelines]` to scope the check.
## Why this works better than the default
The default check uses `num_associated_deals > 0`, which counts every deal a contact has ever been on. A contact with three deals from 2021 that all closed lost still shows up as "has deals" and gets blocked. Filtering by `Is deal closed?` or specific stages only flags live opportunities.
# Pattern 3: turn deal-based DNC off entirely
**Use this when:** you already manage relationship protection through your own HubSpot filters, workflows, or list segmentation, and you don't want Artisan adding its own deal check on top.
## How to set it up
In your Artisan HubSpot integration settings, go to **Deal Settings** and turn off **Activate Deal Check**.
When this toggle is off, Artisan skips the "domain has associated deals" check entirely. Any DNC blocking from that point on comes only from:
* Your CRM blocklist filters in the campaign
* Contact lists you've explicitly added as DNC sources
* Artisan's standard DNC checks (suppression lists, engagement history, etc.)
This gives you full control. You decide which contacts and companies are off-limits by building the exact HubSpot lists you want and feeding them into Artisan.
> \[!TIP]
> If you turn the deal check off, we recommend building at least one CRM filter or DNC list to protect active deals. Otherwise Ava may reach out to prospects you're actively closing.
# Choosing the right pattern
| Your situation | Recommended pattern |
| - | - |
| You want maximum protection and are okay with some over-blocking | Pattern 1 |
| You have lots of historical Closed Lost deals you want to re-prospect | Pattern 2 (Option A or B) |
| You run multiple pipelines and only some represent real sales opportunities | Pattern 2 with a pipeline filter |
| You already have your own HubSpot segmentation for DNC | Pattern 3 |
| You're new to Artisan and not sure | Pattern 2, Option B |
# Salesforce equivalents
The same patterns work in Salesforce using these fields:
* **Opportunity.StageName** is the equivalent of HubSpot's `dealstage`
* **Opportunity.IsClosed** is the equivalent of `Is deal closed?`
* **Opportunity.IsWon** is the equivalent of `hs_is_closed_won`
Build the equivalent list using Salesforce Reports or Account-based filters, then import the resulting contact or account list into Artisan as a DNC source.
# FAQ
* If I enable Pattern 1 or 2, how often does the DNC list refresh? The CRM sync pulls updates on a rolling basis. New deals created in HubSpot will be reflected in the DNC list within a short window.
* What happens to free email domains like [gmail.com](http://gmail.com) or [outlook.com](http://outlook.com)? Free email providers are automatically excluded from the domain-level deal check. A personal Gmail address for someone with an open deal won't block every other Gmail user.
* Can I combine patterns? Yes. A common setup is Pattern 3 (turn off the automatic deal check) plus a custom HubSpot list that maps exactly to Pattern 2, Option B. This gives you the "active deals only, domain-wide" protection without the default "all deals, ever" behavior.
* Does this affect leads already in a running campaign? DNC checks run before outreach is sent, and re-run after enrichment returns new information. A lead whose company enters an active deal after the campaign starts will be blocked at the next check before the next send.
* What if I don't see the "Activate Deal Check" toggle? The toggle is available in your HubSpot integration configuration. If you don't see it, contact your Artisan account owner or reach out to support.
***
*Questions or edge cases not covered here? Reach out to your Artisan CSM or post in the support channel.*
# CSV as a data source
Source: https://support.artisan.co/csv-as-a-data-source
# Upload leads, companies, or local businesses with a CSV
Use CSV upload when you already have data outside Artisan and want to bring it into your workspace.
After uploading a CSV, you can use it in one of two ways:
* **Use it for a campaign**: add reachable records to a campaign, or use a company list to find people first.
* **Save it as a list and enrich it**: create a list in Artisan, enrich the records, and use the data later for targeting, segmentation, or personalization.
CSV upload supports three data types: **People**, **Companies**, and **Local businesses**.
## Which CSV type should I choose?
| CSV type | Use it when... | Can it go directly into a campaign? | Minimum required field |
| - | - | - | - |
| People | You already have specific B2B contacts you want Ava to reach. | Yes | Email address |
| Companies | You have target accounts, but still need to find the right people at those companies. | No. First find people at those companies. | Website |
| Local businesses | You have local businesses Ava should contact directly. | Yes | Website |
## Option 1: Use a CSV for a campaign
### People CSVs
People CSVs can be added directly to campaigns because each row is a person Ava can contact.
To import people accurately, include their **email address**
You can also include fields like first name, last name, company, job title, phone number, industry, location, or any custom context you want Ava to use.
### Local business CSVs
Local business CSVs can also be added directly to campaigns because each row is a business Ava can contact.
To import local businesses accurately, include at least:
* **Website**
You can also include fields like business name, category, location, phone number, rating, or notes.
### Company CSVs
Company CSVs cannot be added directly to campaigns because Ava needs people to contact, not just company records.
Instead, use a Company CSV to build an account list, then find people at those companies:
1. Upload your Company CSV.
2. Save it as a list.
3. Go to **Find leads**.
4. Use the company list as your target account list.
5. Add people filters, such as job title, management level, department, or location.
6. Save the matching people to a list or add them to a campaign.
For example, you can upload a list of target company websites, then find VPs of Sales, Heads of Marketing, or Finance leaders at those companies using Artisan’s B2B data.
## Option 2: Save a CSV as a list and enrich it
Any CSV type can be saved as a list in Artisan.
Use this when you want to import data first, enrich it, review it, or use it later.
Examples:
* Upload a People CSV, enrich missing fields, then add the people to a campaign.
* Upload a Company CSV, enrich company data, then use it to find contacts at those companies.
* Upload a Local business CSV, enrich business details, then use the list in a campaign.
Saving as a list is useful when you want to clean, enrich, or segment the data before using it in outreach.
## Map your CSV properties
After uploading your CSV, Artisan asks you to map your columns to Artisan fields.
For example:
* `Email` → Email address
* `Website` → Website
* `Company` → Company name
* `Job title` → Job title
* `Phone` → Phone number
Mapping tells Artisan what each column means so records are imported correctly.
## Use custom columns for personalization in campaigns
You can add extra columns to your CSV beyond the required fields.
For example:
* Territory
* Segment
* Account owner
* Product interest
* Event attended
* Customer tier
* Notes from your team
* Any custom qualification or targeting data
After import, these fields can appear in **Messaging → Personalizations**. You can decide which fields Ava should use when writing messages.
This is useful when your CSV contains context that should influence personalization but is not part of Artisan’s default fields.
## Campaign compatibility
A campaign can only use one lead source type.
You can add multiple CSVs of the same type to a campaign. For example:
* Multiple People CSVs in one B2B campaign
* Multiple Local business CSVs in one local business campaign
You cannot mix People CSVs and Local business CSVs in the same campaign.
Company CSVs are not added directly to campaigns. They are used to create company lists, enrich companies, or find people at those companies.
## Best practices
* Choose **People** if each row is a contact Ava can reach directly.
* Choose **Companies** if each row is an account and you still need to find people at those accounts.
* Choose **Local businesses** if each row is a business Ava can contact directly.
* Use the minimum required identifier for the CSV type you choose.
* Add custom columns when they will help Ava personalize messages.
* Save the CSV as a list if you want to enrich or review it before using it.
* Do not mix B2B People CSVs and Local business CSVs in the same campaign.
## Frequently asked questions
**Can I add a People CSV directly to a campaign?**
Yes. People CSVs contain contacts, so they can be added directly to campaigns.
**Can I add a Local businesses CSV directly to a campaign?**
Yes. Local business CSVs contain businesses Ava can contact directly, so they can be added directly to campaigns.
**Can I add a Companies CSV directly to a campaign?**
No. A Companies CSV contains accounts, not people. Upload the companies, then use Find leads to find people at those companies.
**Can I save any CSV type as a list?**
Yes. People, Companies, and Local business CSVs can all be saved as lists and enriched.
**Can I mix People CSVs and Local business CSVs in one campaign?**
No. A campaign can use one lead source type. You can use multiple CSVs of the same type, but you cannot mix People CSVs with Local business CSVs in the same campaign.
**What fields are required for a People CSV?**
Include their email address.
**What fields are required for a Companies CSV?**
Include their website.
**What fields are required for a Local businesses CSV?**
Include at least a website.
**Can I add custom columns to my CSV?**
Yes. Custom columns can be imported and used later in **Messaging → Personalizations**.
**Where do custom CSV fields appear after upload?**
They can appear in the campaign’s **Messaging → Personalizations** section, where you can decide how Ava should use them when writing messages.
# Dialer settings
Source: https://support.artisan.co/dialer-settings
Manage your Dialer seats, phone numbers, and calling automations.
Dialer settings are where you manage your calling setup. You control who can make calls, which phone numbers you call from, and the automation that runs during and after each call. You can open it from the settings icon in the top-right corner of the Dialer page. [Learn more about Dialer here.](https://support.artisan.co/intro-to-dialer)
Dialer settings have five sections.
## Seats & users
This is where you manage who has access to the Dialer. It shows how many of your purchased seats are assigned.
Active Dialer users are the people who already have a seat, each shown with their email and callback number. You can update a user's callback number by clicking Edit, or remove them from the Dialer.
Available users are the people in your organization who don't have a seat yet. You can assign one to anyone and use Buy seats to add more.
The callback number must be your own real phone number, so leads can call you back after a call or a missed call.
### Phone numbers
This is where you manage your caller ID numbers.
The Workspace call settings control how many calls you can make per number per day. Each number can make up to 50 calls a day by default. You can adjust this between 10 and 100, though 50 is recommended. The Capacity summary shows how many calls you can make today, how many calls you can make after warmup, and how many numbers are restricted.
New phone numbers can't make their full daily number of calls right away; they have to warm up. Artisan starts with a lower daily limit and gradually increases it over roughly a week until the number reaches full capacity.
The numbers table lists each number you have purchased with its country, status, reputation, daily limit, and the date it was added. The tabs above the table let you view your numbers grouped by status. To add a number, use Purchase numbers.
Prioritize using numbers based on the lead's location; let Ava pick a caller ID close to the lead's location to improve answer rates.
To record calls automatically, turn on Automatic call recording. Recording then starts as soon as each call begins, and a disclosure plays to the person you called, letting them know the call is being recorded. When turning it on, you'll need to accept a notice confirming your organization is responsible for meeting the legal requirements for recording calls.
With automatic recording off, you can start recording manually at any point during a call and stop it at any time.
### Wrap-up automation
This is where you set what happens to a lead's sequence automatically, based on how a call went. Each call outcome has a sequence action you choose. For example, you might stop the sequence when a meeting is booked and pause it when you leave a voicemail.
### Parallel dialing
Parallel dialing lets you call several leads at once instead of one at a time. You choose how many lines to dial at the same time, and the first person to answer connects to you while the rest hang up automatically.
Calling several leads at once means you spend more time in live conversations and less time waiting for unanswered calls.
To start a parallel dialing session, select the leads you want to call by ticking their checkboxes in the dial list, then open the dropdown next to Start dialing and choose Parallel dialing.
The number of leads you can call at once depends on how many phone numbers you have.
### Voicemail drop
Voicemail drop automatically leaves a pre-recorded message when a call reaches voicemail, then moves on to the next lead. You can turn it on and upload a pre-recorded voice message in MP3 or WAV format (up to 5 MB). If you have more than one recording, your active recording is the one that gets left.
# Find leads
Source: https://support.artisan.co/find-leads
## Find B2B contacts and companies
Use Find leads to search Artisan's B2B database and build lead lists for campaigns.
### Choose how you want to search
* **Use the main search page** when you want to describe your ICP in plain language.
* **Use Search with filters** when you want more control over role, seniority, location, company attributes, headcount, revenue, and exclusions. After you open Search with filters, the search bar at the top of the results table is for quick lookups, such as searching for a specific person and company.
## Choose a data source
Use **People** search when you want to find specific contacts to add to a list or campaign.
Use **Companies** search when you want to first identify the right accounts, then find people at those companies.
We recommend using the People search so you can add your target list to a campaign directly.
## Use filters to narrow your results
Use Role & seniority filters to define the types of people you want to find.
Start with **Management level** and **Department** for broad persona searches. For example, you can combine VP, Director, and Head with Sales to find sales leaders.
Use **Job titles to include** when you know the exact personas you want. For example, if you only want VP of Sales, Director of Sales, and Head of Sales, add those titles directly.
Use **Job titles to exclude** when results include roles that are not relevant.
**How each field works:**
* **Management level**: filters by seniority, such as Founder, C-level, President, VP, Director, or Head.
* **Department**: filters by function, such as Sales, Marketing, Finance, Engineering, or Operations.
* **Job titles to include**: filters for specific titles you want, such as VP of Sales, Director of Sales, or Head of Sales.
* **Job titles to exclude**: removes titles that are not relevant.
**Exact match:** only makes the job title filter stricter.
* When it is off, Ava can include close matches and similar versions of the title. For example, a search for Director of Sales can also include other senior sales leaders, such as VP of Sales or CSO. This is preferred when you do not want to manually enter every possible job title.
* When it is on, Ava only includes titles that match the title exactly.
**Include past roles in search:** lets Ava match people based on previous roles, not just their current role.
* Leave it off if you only want people who currently match your role and title filters.
* Turn it on if you want to expand your list and reach people with relevant past experience.
## Build account-based lists
There are a few ways to find leads at specific accounts:
* **Add company names manually** if you only have a small number of companies.
* **Upload a CSV of company domains** if you have a list of target accounts.
* **Use an imported CRM list** if your target accounts already live in HubSpot, Salesforce, or another connected CRM.
After you add the account list, use person filters such as job title, management level, department, and location to find the right people at those companies.
This is useful for workflows where reps can only prospect into named accounts or owned books of business.
## Use company filters
Company filters help narrow your people results by account-level traits.
* **Company attributes**: filter by company names, domains, industries, keywords, technologies used, or other account traits.
* **Company headcount**: filter by employee count.
* **Company revenue**: filter by estimated revenue.
* **Exclusions**: remove companies or people you do not want Ava to contact.
### Industry filters
Industry filters use a parent-child structure.
A parent industry is a broad category, such as Software, Finance, Services, Consulting, or Business Services. Selecting a parent industry selects its child industries too. Use parent industries for broad searches.
Child industries are more specific sub-industries inside the parent category, such as Software Development or Blockchain. Use them for more precise searches.
### Company keywords
Company keywords help you find companies based on words associated with the business.
Use keywords when industry filters are too broad. For example, you might search for “SaaS,” “fintech,” or another term that describes the type of company you want.
You can also choose whether keywords should work as an **Any** match or an **All** match:
* **Any** match shows companies that match at least one keyword.
* **All** match shows companies that match every keyword.
## Frequently asked questions
* Searching in plain language Use the main search page when you want to describe the leads you are looking for in natural language. This is the search experience before you open the full filter view. For example, you can search for:
* “Sales leaders at tech companies with more than 50 employees in the US”
* “VPs of Finance at enterprise software companies”
* “Tech leaders who have appeared on podcasts” Ava will turn your search into relevant filters when possible. If part of your search requires extra research, you can use AI research in your list or campaign settings or AI qualifications on the targeting page. You can be broad or specific. Use this search to describe an ICP, such as a persona, industry, company size, or location. You can search broadly or narrowly, depending on what you need.
* Be broad in your search criteria for cold outbound campaigns (e.g., sales leaders in the USA).
* Be narrow in your search when you already know the exact accounts, roles, or people you want or are running an ABM play (e.g., VPs of Sales at SaaS companies).
* How do I use the search bar inside Search with filters? After you open Search with filters, the search bar at the top of the results table is for quick, specific lookups. Use it when you already know the person, company, or person-company combination you want to find. For example, search “Sam Stallings Artisan” or “Jaspar Artisan” to find a specific person at a specific company. Use the filters on the left for broader ICP searches, such as finding all VPs of Sales at software companies in the US.
* Why does the lead count change as I apply filters? The lead count updates based on the filters you apply. As you narrow your search, the number of matching people or companies should decrease. If the count is too large, add more specific filters such as job title, location, headcount, industry, or company list. If the count is too small, remove strict filters or turn off Exact match only.
* When should I use exclusions? Use exclusions to remove people or companies that should not be included in your list. Exclusions are useful when you want to avoid:
* Existing customers
* Competitors
* Companies already assigned to another rep
* People recently contacted by your team
* Titles, departments, or companies that are not relevant You can also leave exclusions empty here and set them up in Campaign settings to import your existing customers, named competitors, etc. before you launch your campaign.
* Best practices for building a lead list Start broad, then narrow down. A good workflow is:
1. Decide whether you are building a people list or an account list.
2. Add broad filters first, such as location, industry, headcount, department, and management level.
3. Review the results.
4. Add job titles, company keywords, revenue, technologies, or exclusions to make the list more precise.
5. Use the lead count and sample results to check whether the list looks right.
6. Save the final leads to a list or campaign.
* What should I do if the results look wrong? If the results do not look right, check your filters first. Try these steps:
* Remove Exact match only if the list is too narrow.
* Use broader management level and department filters if job titles are too specific.
* Add job titles to exclude if irrelevant titles are appearing.
* Check whether your company filters are too broad or too strict.
* Use company names, uploaded domains, or CRM lists if you only want leads from specific accounts.
* Switch from Companies to People if you have found the right accounts and now need contacts.
# Outreach channels
Source: https://support.artisan.co/getting-started/connect-your-mailbox
Set up your mailboxes and Dialer so Ava can email and call your leads.
Outreach channels are how Ava reaches your leads. There are two main outreach channels in Artisan:
* Email, from your mailboxes
* Phone, through the [Dialer](https://support.artisan.co/intro-to-dialer)
You'll find them on your profile, in the **Outreach channels** section. This guide walks you through connecting your mailboxes, adding your booking link and email signature, setting up send limits, and setting up the Dialer.
## Primary mailbox
Your primary mailbox is your main email address, and the one Ava monitors for replies and booked meetings.
You can set a daily send limit to control how many emails Ava sends from your primary mailbox per day. The maximum is 100, but we recommend keeping it at 50 or lower to protect your mailbox's health.
### Connecting the primary mailbox
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings**.
3. Scroll down to **Outreach channels**.
4. Select **Primary mailbox.**
5. Click **Connect mailbox**.
6. Choose your email service provider (**Google or Microsoft)**.
7. Grant all requested permissions when prompted.
Once connected, your mailbox appears as your primary mailbox.
### Adding the meeting booking link
The meeting booking link will be included in outreach emails/messages so prospects can book meetings with you.
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings**.
3. Scroll down to **Outreach channels.**
4. Select **Add link** next to **Meeting booking link**.
5. Paste your booking link (Calendly, Google Calendar, [Cal.com](http://Cal.com), etc).
6. Select **Save.**
### **Adding the email signature.**
You can add an email signature to your emails with your name, job title, company, website, phone, and address.
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings**.
3. Scroll down to **Outreach channels.**
4. Click the edit icon next to **Signature.**
5. Fill out the data. You can also add an HTML signature.
6. Once you fill out the details, select **Save.**
### **Setting the daily send limit.**
You can set the daily send limit to control how many emails are sent per day. From your primary email, the maximum number of emails you can send per day is 100. But we recommend keeping it at 50 or lower to maintain the health of your primary email.
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings**.
3. Scroll down to **Outreach channels.**
4. Click the pencil icon next to **Daily send limit**.
5. Set the limit as you need.
6. Select **Save.**
## Disconnecting your mailbox
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings.**
3. Scroll down to **Outreach channels.**
4. Select **Disconnect** next to **Disconnect mailbox.**
5. Confirm the action.
Disconnecting your mailbox will interrupt every running campaign associated with it. You may also miss lead responses, and Ava won't be able to detect booked meetings.
### Turning off primary mailbox sending
You can turn off your primary mailbox for a campaign in the campaign's Settings; go to Advanced → Mailboxes and turn off Use primary mailboxes.
![Turning Off Primary Mailbox]()
## Dialer
The Dialer is Ava's calling channel. To make calls, you need a Dialer seat and at least one phone number. On the Dialer tab, you assign a seat, see your daily calling capacity, and can purchase phone numbers.
[Learn more about Dialer](https://support.artisan.co/intro-to-dialer)
### Assigning a seat
1. In the dashboard, click your [profile](https://dashboard.artisan.co/profile).
2. Select **Settings**.
3. Scroll down to **Outreach channels**.
4. Open the **Dialer** tab.
5. Select **Assign seat**.
6. Enter your **callback number**. This is your own real phone number, so leads can reach you back after a call or a missed call.
7. Select **Assign seat** to confirm.
### Removing a seat
To give up your seat, select **Remove seat**. Once removed, you won't be able to make calls using the Dialer.
## Frequently asked questions
No. If you connected during onboarding, your primary mailbox is already set. You can still come here to add your booking link, signature, or daily send limit.
A seat is a paid license that lets one person make calls through the Dialer. You buy seats and assign one to each team member who needs to call. When you assign a seat, you add that person's callback number so they can take callbacks from leads. Phone numbers are separate: they're shared across everyone with a seat, and Ava rotates between them automatically.
# Team
Source: https://support.artisan.co/getting-started/invite-your-team
Bring teammates into your workspace and manage what they can do.
The Team page is where you invite others to your Artisan workspace and manage them. There are three tabs on the Team page:
**My team:** manage everyone in your workspace.
**Sender invite settings:** choose what new people are asked to set up when they join.
**Sender groups** (visible only to admins): organize people into reusable groups that you can apply to campaigns.
## Inviting someone to your organization
You can invite people to your workspace and assign each person a role that controls what they can do in your organization. Inviting people is free, and there's no limit on how many you can add. If someone joins but doesn't finish setting up their profile, you can send them a reminder from the **My team** tab.
You can add up to 50 email addresses at once, separated by commas. Invites can only be sent to custom email domains.
1. Go to the **Team** page.
2. Click **+ Invite.**
3. Enter their email address.
4. Choose the role you want to assign.
5. Optionally, choose whether to add the user as a sender to all campaigns.
6. Click **Invite.**
Once you send an invite, the person receives an email with a link to join your organization. The link expires in 30 days. What they're required to fill out when joining depends on what you've set in the **Sender invite settings**.
## My team
The **My team** tab lists everyone in your workspace. When someone hasn't finished their setup, the panel at the top of the tab shows what's missing.
Select **Remind** to email everyone with that issue, or **Remind all** to email everyone with an unfinished setup.
To manage an individual, open the **⋮** menu on their row. From there, you can view their profile, edit their email signature and role, assign or remove their dialer seat, or remove them from the team.
## Sender invite settings
The Sender invite settings tab controls what new people set up when they join, so everyone starts with a consistent setup.
**Required onboarding fields** let you choose which fields people must complete during onboarding.
**Signature format** sets the default format new people start with, plain text or HTML. They can switch between the two if they want.
## Sender groups
Sender groups let you organize people into reusable, named lists that you can apply to a campaign with a single action. Adding someone to a group doesn't change their individual mailbox or sending setup.
When you apply a group to a campaign, it adds everyone in the group at that time to the campaign. The group doesn't stay linked to the campaign. So if you add new people to the group later, they won't be included in that campaign until you reapply the group to it.
#### Creating a group
1. In the **Team** dashboard, go to **Sender groups.**
2. Click **+ Create group**.
3. Select the members you want to add.
4. Name the group.
5. Select **Create group**.
## Roles
Artisan has three built-in roles:
* Owner
* Admin and
* Member
You can also create custom roles in **Access controls**.
A Member can work on their own campaigns, lists, and sequences, connect their own mailbox, and use the inbox and dialer. Members don't have access to the Team page, Manage Ava, or the admin-only settings (Access controls, Billing, and Advanced settings).
An Admin can manage campaigns and lists across the whole workspace, invite and remove people, change roles, and handle billing, settings, and integrations.
An Owner has the same access as an Admin, plus two things only an Owner can do: request or cancel account deletion, and set the organization's company details. To transfer ownership, [contact Artisan's support](mailto:support@artisan.co).
### Updating a role
1. On the **Team** page, go to the **My team** tab.
2. Open the **⋮** menu on the person's row.
3. Select **Edit role**.
4. Choose the new role under **Change role to**.
5. Select **Confirm**.
## Frequently asked questions
No. Inviting people is free.
# Quickstart
Source: https://support.artisan.co/getting-started/launch-first-campaign
Create and launch your first campaign with Ava.
With Artisan, you can create campaigns where Ava, your AI outbound sales agent, researches leads, personalizes every outreach message, follows up with them automatically, and books meetings for you.
To create and launch a campaign in Artisan, you'll need
* A connected primary mailbox. Learn more about [connecting your mailbox](https://support.artisan.co/getting-started/connect-your-mailbox).
* A sender with a signature and meeting booking link
* Credits on your account
Secondary mailboxes take about two weeks to warm up before they can send email. If you plan to use one, set it up before you launch your campaign.
## Campaigns
![Campaigns]()
In Artisan, a campaign is how you gather leads and run outreach to them. You can create as many campaigns as you want, and each one has its own type, audience, and settings.
There are five campaign types:
* **Cold outbound:** reach people you've never contacted before. [Learn more about campaigns.](https://support.artisan.co/cold-outbound-campaign)
* **Warm outbound:** reach leads already in your CRM.
* **Cross-sell/upsell:** reach your existing customer base.
* **Website visitor:** identify who's visiting your website and start outreach to them.
* **Intent signals:** find new leads who are showing signs they're ready to buy.
## Data sources
![Quickstart Datasources]()
A data source is where a campaign's leads come from. You pick one when you set up the campaign, and Ava works through the leads it supplies. Some sources pull new leads from Artisan's own databases; others let you bring your own, from a CRM, a CSV, or a webhook.
Available sources depend on the campaign type:
* **Find B2B contacts**: search Artisan's database of 250M+ professionals
* **Find local businesses**: search Artisan's database of 200M+ Google Maps businesses
* **Choose existing lists**: pick from a list you've previously created in Artisan
* **Import CRM list**: import a list or filter contacts from your CRM
* **Upload a CSV:** import your own leads from a spreadsheet file
* **Import from webhook**: import by posting data to a provided webhook URL
Cross-sell and upsell campaigns don't allow Artisan's B2B database or local data as sources.
## Sequence
![Quickstart Sequence]()
A sequence is the series of steps Ava runs for each lead, in the order you set: for example, an email, then a follow-up a few days later. It's how one lead moves through your outreach over time. You can start from a template created by Artisan, or you can build a sequence from scratch. [Learn more about Sequence](https://support.artisan.co/create-a-sequence).
## Messaging
![Quickstart Messaging]()
Messaging is where you set up what Ava says and how she says it: your context and proof points, plus rules for tone, personalization, and the call to action. She drafts each message from what you give her, picking the most relevant angle for each prospect. [Learn more about messaging](https://support.artisan.co/build-messaging-for-your-campaign).
## Settings
![Quickstart Settings]()
The Settings tab is where you configure how your campaign runs: who sends the messages, how many people Ava contacts, when messages go out, and who to exclude. Default settings work for most campaigns, so on your first launch, you only need to check a few, such as:
* **Require approval before sending**
* **Autopilot replies**
* **Senders**
* **How many leads to contact each day**
* **Recycle leads who don't respond**
* **Sending window**
## Launch your campaign
After you set up everything and review, launch the campaign. Ava starts enrolling leads and preparing messages, which usually takes up to 10 minutes. From there, you can track progress on the campaign's **Leads** tab and review or monitor messages on the **Tasks** page. Learn more about [what happens after you launch a campaign](https://support.artisan.co/what-happens-after-you-launch-a-campaign).
## Credits and enrollment
Leads are enrolled into a campaign a few at a time, not all at once. You're only charged for the leads enrolled so far, not the whole list up front, so editing mid-campaign won't waste credits on leads that haven't started yet.
Credits are charged per lead when the lead is enrolled, not as each step runs. Before you launch, the settings page shows your maximum 30-day credit cost and your estimated runway.
You're all set to launch your first campaign with Ava!
# HubSpot setup
Source: https://support.artisan.co/hub-spot-setup
# HubSpot integration
Artisan’s HubSpot integration keeps your CRM and outbound motion in sync. Contacts, companies, deals, activities, and list memberships flow between HubSpot and Artisan so your team does not have to reconcile records manually.
## Connect HubSpot
To connect HubSpot:
1. Go to **Settings → Integrations → HubSpot** in Artisan.
2. Click **Connect HubSpot**.
3. Authorize Artisan in HubSpot.
4. Return to Artisan after the connection is approved.
After HubSpot is connected, Artisan starts an initial backfill of your contacts, companies, deals, and lists. Ongoing syncs keep records updated after that.
Artisan connects to HubSpot using OAuth. You approve the connection from HubSpot, and your HubSpot credentials never leave HubSpot.
## Permissions and access
To connect HubSpot, the HubSpot user completing the connection must have permission to install apps in HubSpot. In most cases, this means they should be a **Super Admin** or have access to connect third-party apps.
Artisan requests access to the HubSpot objects needed to keep your CRM and Artisan workspace in sync:
* **Contacts**: read existing contacts, create or update exported contacts, and avoid duplicate records.
* **Companies**: read and update company records, associate contacts with the right company, and create companies when needed during export.
* **Deals**: read deal data for context, DNC logic, and pipeline awareness.
* **Owners and users**: match HubSpot owners to Artisan team members so activity is attributed correctly.
* **Lists**: read HubSpot lists so they can be used as Artisan audiences or suppression lists.
* **Activities**: log emails, calls, meetings, and notes from Artisan back to HubSpot.
Artisan only uses these permissions to power the integration features you configure.
### Revoking access
You can disconnect HubSpot from Artisan at any time from **Settings → Integrations → HubSpot**. Disconnecting stops future syncs between HubSpot and Artisan.
## What syncs between HubSpot and Artisan
After HubSpot is connected, Artisan syncs the CRM data needed to run outbound and keep HubSpot up to date:
* **Contacts and companies** sync between HubSpot and Artisan.
* **Deals** sync from HubSpot into Artisan for context, DNC, and pipeline awareness.
* **Activities** such as emails, calls, meetings, and notes sync from Artisan into HubSpot.
* **HubSpot lists** can be used in Artisan as campaign audiences or suppression lists.
* **Owners and users** sync from HubSpot so activities can be attributed to the right rep.
Contacts, companies, and deals sync regularly. Activities are logged back to HubSpot when they happen.
## Recommended HubSpot setup
After connecting HubSpot, configure **Basic sync** and **Advanced** settings so Artisan knows what to import, what to export, and how to map records back to your CRM.
## Basic sync
Basic sync controls the core flow of data between Artisan and HubSpot.
* Import HubSpot data Keep **Import your HubSpot data** turned on if you want Artisan to stay up to date with HubSpot contacts, companies, deals, and activity context. On first connection, Artisan runs a full backfill. After that, records continue syncing on a schedule.
* Choose when people export to HubSpot Choose when Artisan should create or update people in HubSpot:
* **Export all people contacted**: exports every person Ava contacts. Use this if your CRM should show all outbound activity, even before someone replies.
* **Only export people who have replied**: exports people after they reply. Use this if you want to keep HubSpot cleaner and only create CRM records once there is engagement.
* **Only export people who replied positively**: exports only positive replies. Use this if HubSpot should only receive higher-intent leads.
* Map a contact source You can map a contact source to stamp exported records with a HubSpot property and value, such as `Lead Source = Artisan`. This makes it easier to report on pipeline generated from Artisan campaigns.
## Advanced sync
Advanced sync controls how fields, owners, and statuses map between HubSpot and Artisan.
* Property mapping Use Property mapping to decide how HubSpot properties map to Artisan fields. There are separate tabs for **Contacts**, **Companies**, and **Activity**. For contacts and companies, each row lets you choose:
* **Artisan field**: the field in Artisan, such as first name, email address, company name, or website.
* **HubSpot property**: the HubSpot property that should map to that Artisan field.
* **Import priority**: which system should win when HubSpot and Artisan both have a value. The winning value appears on the Artisan profile and can be used for personalization.
* **Export behavior**: what Artisan should do when sending data back to HubSpot. Use **CRM** as the import priority when HubSpot should be the source of truth. Use **Artisan** when Artisan data should take priority. Export behavior options:
* **Fill if empty**: Artisan only writes to HubSpot when the HubSpot field is blank. This is the safest default.
* **Overwrite**: Artisan replaces the existing HubSpot value.
* **Do not export**: Artisan does not write that field back to HubSpot. When a person is exported from Artisan to HubSpot:
* Artisan first checks whether that person already exists in HubSpot using their email address.
* If a matching contact exists, Artisan updates the contact based on your property mapping settings.
* If no matching contact exists, Artisan creates a new HubSpot contact. When Artisan exports a contact:
* It also checks whether the contact’s company already exists in HubSpot. Artisan matches companies by website or domain when available.
* If the company exists, Artisan associates the contact with that company.
* If the company does not exist, Artisan creates a new company record and associates the contact with it. Manual single-lead exports always export the selected lead. Bulk exports follow the export setting you chose in Basic sync.
* Activity sync Activity sync controls which Artisan activities are logged back to HubSpot. Artisan can sync:
* Emails
* Calls and call recordings
* Meetings booked
* Notes
* Tasks Activities are logged to the corresponding HubSpot contact record, so the HubSpot timeline reflects the outreach Ava has performed. You can also configure activity labels, such as `[Artisan]`, so Artisan-sourced activity is easy to identify in HubSpot.
* Owner mapping Owner mapping links HubSpot owners to Artisan team members. This controls who gets credit for records and activity in HubSpot when Ava works on behalf of your team. How it works:
1. Artisan reads the HubSpot owner list.
2. You map each HubSpot owner to the right Artisan team member.
3. If email addresses match, mapping is usually automatic.
4. You can set a default fallback owner for records that cannot be matched. If a HubSpot owner is not mapped, records owned by that person may be assigned to a fallback owner or routed to another team member based on your workspace setup. We recommend mapping every active HubSpot owner involved in outbound, sales, or follow-up workflows.
* Status mapping Status mapping sends Artisan lead statuses back to HubSpot. Choose the HubSpot property that should receive Artisan status updates, such as **Lead Status** or **Lifecycle Stage**. Then map each Artisan status to the matching HubSpot value. You can show advanced statuses if your team wants more granular mapping. Status mapping is useful when your sales team uses HubSpot to prioritize follow-up or report on campaign outcomes.
## HubSpot lists
HubSpot contact lists can be imported into Artisan and used as campaign audiences or suppression lists.
Both static and dynamic lists can be used. Dynamic lists are useful when you want HubSpot membership changes to flow into Artisan automatically.
Examples:
* Use a HubSpot list as an audience for an Artisan campaign.
* Use a dynamic list of target accounts or contacts to keep campaign audiences updated.
## Frequently asked questions
**Do you store our HubSpot credentials?**
No. HubSpot authorization happens through OAuth. Your HubSpot credentials do not leave HubSpot.
**Can we revoke access?**
Yes. You can disconnect HubSpot from Artisan from **Settings → Integrations → HubSpot**. You can also revoke access from HubSpot’s connected apps settings.
**Is the sync real time?**
Activities are logged back to HubSpot when they happen. Contacts, companies, deals, and lists sync on a schedule.
**What happens if a contact already exists in HubSpot?**
Artisan matches contacts by email address. If a match is found, the record is updated according to your field mapping settings. If no match is found, a new record is created.
**Can we control which fields Artisan writes to HubSpot?**
Yes. Property mapping lets you control which fields Artisan writes, whether Artisan should only fill blank fields, and whether Artisan should overwrite existing HubSpot values.
**What if a team member is not mapped to a HubSpot owner?**
Activity may be attributed to a fallback owner or routed based on your workspace setup. We recommend mapping all active HubSpot owners to the correct Artisan team members.
**Does Artisan create or modify HubSpot lists?**
No. You manage lists in HubSpot. Artisan reads HubSpot lists so they can be used in Artisan.
**Who needs to connect HubSpot?**
One user connects HubSpot for the organization. The user completing the connection should have permission to install apps in HubSpot. After connection, the integration applies to the whole Artisan workspace.
# Intro to CRM
Source: https://support.artisan.co/intro-to-crm
Connect your CRM to build campaigns from records you already own.
By connecting your CRM with Artisan, you can build campaigns from records you already own and log your outreach data back to your CRM. Artisan currently supports integrations with [HubSpot](https://support.artisan.co/hub-spot-setup) and [Salesforce](https://support.artisan.co/salesforce-setup).
### What you can do with a connected CRM
When you connect HubSpot or Salesforce, Artisan imports your people, companies, and deals from your CRM. On large accounts, the first import can take a while, since it pulls in all your records before it's ready to use. As it imports, Artisan removes duplicate records, so connecting won't create duplicates on the Artisan side even if your CRM has messy data.
Once your records are in, you can target them in campaigns, build a campaign from a CRM list, and send each lead's outreach from their CRM owner, who Artisan matches to your team when you connect. As you run outreach, Artisan logs emails, calls, meetings, and notes to the matching record in your CRM, and updates people based on your export settings.
### How your CRM records map in Artisan
Artisan works with three record types: people, companies, and deals. Each one maps to a record type in your CRM. In HubSpot, Artisan's people map to contacts, companies map to companies, and deals map to deals. In Salesforce, Artisan's people map to either leads or contacts, companies map to accounts, and deals map to opportunities.
Salesforce treats leads and contacts differently, and that affects how your people are exported. A lead is a standalone record that isn't linked to an account. A contact is linked to an account and generally sits further along in your pipeline.
When Artisan exports people to Salesforce, you choose whether they go in as leads or as contacts. Learn more about how to connect [HubSpot](https://support.artisan.co/hub-spot-setup) or [Salesforce](https://support.artisan.co/salesforce-setup)
### Current limitations
There are a few things the CRM integrations don't support yet.
* Custom Salesforce objects aren't supported.
* Salesforce campaigns aren't supported.
* Salesforce reports can't be imported yet.
If you're moving from the V1 Salesforce package to V2, you have to uninstall V1 first.
### Disconnecting your CRM
You can disconnect your CRM anytime from Settings, under Integrations.
When you disconnect, Artisan deletes the records it imported from your CRM. Any records you're using in other Artisan lists (for example, a Prospector list) stay, and only their membership in the lists that came from your CRM is removed. Cleanup takes a little time, and you can't reconnect the same CRM until it finishes.
### Frequently asked questions
You need to be a super admin in HubSpot. For Salesforce, you need to be a system administrator or a user with Modify All Data permission.
Artisan checks for Modify All Data on the user's Salesforce profile. If it's granted through a permission set instead of the profile, the check won't see it. Connect with a user whose profile includes Modify All Data (such as System Administrator), or [contact support](support@artisan.co) if you need to use permission-set-based access.
No. Connecting and importing your CRM data doesn't change anything in your CRM. Artisan only writes back to your CRM as you run outreach, and you control what gets written back when you set up the integration.
No. Artisan removes duplicate records as it imports.
No. Only one CRM can be connected at a time. To switch from one to the other, disconnect the current CRM first, then connect the new one.
# Intro to dialer
Source: https://support.artisan.co/intro-to-dialer
Call your leads through Artisan, with AI talking points, live transcripts, and outcomes logged as you go.
The Dialer is a calling workspace inside Artisan where you make and manage calls. You can either select a campaign you already created or create a new list from scratch. Open any lead, and you see **Talking points**, a short **AI summary** of the lead, a **Live transcript** once the call starts, **Call outcome & notes**, and an **Activity history**.
You need a Dialer seat and a phone number before you can call leads. Dialer seats and phone numbers are paid add-ons. Phone numbers belong to your organization and are shared with everyone with a Dialer seat. See [pricing](https://www.artisan.co/pricing) to learn more.
### The Dialer page
![Dialer Page 2]()
When you open the Dialer for the first time, you won’t see any dial tasks. To add contacts to your dial queue and start calling leads, you must first purchase a Dialer seat and a phone number.
Once your workspace has a seat and a phone number, you can create dial tasks and start calling your leads.
The Dialer has three tabs. **Ready to call** holds your active queue. **Upcoming** holds calls scheduled for later. The **Call log** shows your finished calls.
![Dialer Page Tabs 1]()
The dial tasks list shows your leads. Each row shows the contact, company, phone number, task type, source, last status, owner, and whether the lead is in calling hours. You can use the search bar to find a specific lead.
Across the top of the page, you have:
* **Calling hours:** the window when leads are callable. By default, this uses the lead's local time, and the **Working hours** column shows whether each lead is currently within calling hours. You can only call leads during their local working hours, so if your list includes people in different time zones, they won't all be callable at once. Each lead becomes callable when its working hours begin.
* **All tasks:** filter the queue by the person who owns each task.
* **Salesfloor:** a shared room where your team can listen in on each other's live calls with leads in real time.
* **Dial a list:** how you get leads into your dial queue. There are two ways to create a list. You can build a brand new list from Artisan's database, searching and filtering by role, seniority, location, company, and other criteria to find the exact people you want to call, or you can choose a list you already have in **Campaigns**.
* **Filters:** narrow the queue by owner, type, source, calling window, and last status.
![Dialer Page Top Nav Bar]()
Along the bottom of the page, you have:
* **Dialer settings:** manage seats and users, phone numbers, and automation.
* **Dial pad:** make a call to any phone number you enter.
* **Start dialing:** opens the dialing session for the first lead in your list, so you can start calling. Use the dropdown next to it to choose parallel dialing, which allows you to call several leads at once and connects you to whoever answers first. [Learn more about parallel dialing.](https://support.artisan.co/dialer-settings#parallel-dialing)
![Dialer Page Bottom Nav Bar]()
## Making a call
Click **Start dialing** to call the first lead in your queue, or click any lead in the list to start with that one.
![Dialer Make A Call]()
You'll see **Talking points** to guide the conversation, even before you start the call, along with an **AI summary** of the lead and their phone number with a Start call button. Click **Start call** to place the call. A **Live transcript** will appear as you talk. When the call ends, you can log the **Call outcome & notes**. Use **Next call** to move to the next lead, **Previous call** to go back to the previous lead, or **Back to queue** to return to the list.
Returned calls reach the person who made the original call on their callback number. You set this in [Dialer settings](https://support.artisan.co/dialer-settings).
![Dialer Ialing Session Ui]()
After each call, Artisan automatically generates a call outcome based on what was said, and you can change it if you want to. Also, an AI-generated summary with action items is created for every answered call, and a follow-up email is drafted based on what was actually said, ready for you to review, edit, and send. The recording is saved to the lead so you can replay it anytime.
## Salesfloor
**Salesfloor** is a shared room where your team can listen in on each other's live calls with leads in real time.
Every user with a Dialer seat can create their own room. Teammates can join to listen and send tips to whoever's on the call. Team members who only want to listen to calls don't need a Dialer seat.
### Starting a session
1. Open Salesfloor and click Start dialing. This will open your dial tasks.
2. Call leads as you normally would. Teammates who've joined your room can now listen and send you guidance.
### Joining a teammate's room
1. Open Salesfloor and find the teammate's room you want to join.
2. Click Join.
3. You'll hear their calls once they start dialing, and you can send tips in the chat.
In the room, teammates can talk to each other and turn on their mic or camera. Once someone starts calling a lead, the person calling won't hear the room audio, so they can focus on the conversation, but they can still read the chat. The person listening to the call can send guidance in the chat.
## Frequently asked questions
A Sequence task is part of a campaign sequence that includes a call step. A One-off task comes from Dial a list or a manual call task. The queue shows the type on each row, so you can tell where a task came from.
Yes. DNC checks run when you prepare a list, and leads you should not call are excluded from the queue. See [Configure DNC](https://support.artisan.co/configure-dnc).
No, you can select only one list at a time. To add more, use **Dial a list** again and pick another list. Each task keeps its own source, so you can tell them apart in the queue by the campaign shown in the **Source** column.
You can buy phone numbers in the United States, Canada, the United Kingdom, Mexico, and Colombia. Each country has its own requirements for buying a number.
You don't need a local number to call a country. Any number you hold can dial into the enabled destinations: the United States, Canada, the United Kingdom, France, Germany, Brazil, India, Israel, Japan, and Australia. Calls to countries outside this list won't connect.
If your workspace has multiple numbers, Artisan automatically selects which number each call goes out from, based on the lead's location and the remaining daily call allowance for each number. This helps show the lead a local-looking number and keeps any single number from going over its daily limit.
Each call costs 1 credit, whether it comes from a campaign sequence, a list, or the dial pad. If a lead has no phone number, Artisan can find one for you for 10 credits per lead.
# Intro to signals
Source: https://support.artisan.co/intro-to-signals
Monitor company events so Ava can reach out during the window when they're most likely to buy.
A signal monitors for a specific event and alerts Ava when it happens, so she can reach out right away. The event might be a company announcing a new funding round, a contact who already knows your product moving to a new employer, a prospect posting about a problem you solve, or a set of records in your own CRM you want to start reaching out to.
Right after one of these events, the company is more likely to buy, but not for long. Signals let you reach out during that window instead of at a random time.
## Starting a signal campaign
To start a signal campaign, go to **Campaigns**, click **New campaign**, and open the **Intent signals** tab. Select the signal you want to use. Then configure it.
## Types of signals
In Artisan, there are several types of signals you can choose from, each tracking a different event. Pick the one that matches the moment you want to reach out.
* **Reach a CRM segment**: filters your CRM down to the records you want to reach and starts outreach.
* **Top customers' investors**: finds leads at companies backed by the investors behind your best customers.
* **Investor portfolio tracking**: finds leads at companies in a named investor's portfolio.
* **Social keyword tracking**: finds people posting about the topics, pains, or keywords you care about.
* **Custom AI signal**: finds leads based on any buying trigger you describe in plain English.
* **Funding announcement**: finds leads at companies that recently raised a new funding round.
* **Website visitor de-anonymization**: finds the companies and people browsing your site, so Ava can reach out while intent is high.
* **Champion tracking**: finds contacts who already know your product and reaches out when they move to a new employer.
* **Recently hired**: finds leads at companies that recently made a key hire.
* **Actively hiring for role**: finds leads at companies with an open role you want to target.
* **Tech stack in job description**: finds leads at companies whose job postings mention a tool or technology you care about.
* **Topic intent**: finds leads at companies researching topics relevant to your product, powered by Bombora.
* **First hire in department**: finds leads at companies that just hired their first person in a department.
* **First hire in role**: finds leads at companies that just hired their first person in a specific role.
## Frequently asked questions
PRR stands for positive response rate. The range shown on each signal is measured across Artisan's entire customer base, not your account.
Yes. You can check the cost while you build the campaign or after it's live. On the **Targeting**, **Sequence**, **Messaging**, and **Settings** tabs, click the **Cost per lead contacted** dropdown in the top-right corner to see a breakdown.
# Intro to website visitors
Source: https://support.artisan.co/intro-to-website-visitors
See who's visiting your site and turn them into leads for Ava to reach out to.
Website visitors show you who is visiting your site and turn them into leads for Ava to reach out to. Visitors in the US can be identified as a specific person. Visitors anywhere else are identified by company.
Identifying visitors uses credits. You can set a monthly budget per domain and turn person or company identification on or off independently, so you stay in control of spend.
## The Website visitors page
When you open Website visitors for the first time, you won't see any data. To start, add the domain you want to track visitors on.
Once a domain is connected, the page shows who's visiting your site. Two tabs separate the data: the **People** tab shows individuals, and the **Companies** tab shows companies that visited your site. The **Traffic** panel at the top counts identified visitors for today, the past 7 days, and the past 30 days, with the change against the previous period.
Below that is the list of visitors. Each row shows the visitor's name and job title, their company, industry, and location, and when they were last seen. Where an email or phone number isn't filled in, use **Enrich** to find it. You can use the search bar to find a specific visitor.
![Website Visitors Leads Ui]()
If you track more than one site, use the domain menu at the top of the page to switch between them.
## Add a domain
You need to add and verify a domain before Website visitors can identify anyone. On the empty page, click + Add domain.
![Website Visitors Adding A Domain]()
This opens the **Website tracking setup** flow:
1. **Add domain:** enter your domain, choose whether to identify people in the US and companies globally, and optionally set a monthly budget.
2. **Install snippet:** add the tracking snippet to your site.
3. **Verify:** confirm the installation.
4. **Set up campaign**: adding the domain creates a campaign for it automatically, but it doesn't run until you set it up. Once tracking is verified, click **Set up campaign**, or set it up later.
![Website Visitors Website Tracking Setup]()
You can always change the budget or identification settings by opening **Budget & billing** at the top of the **Website visitors** page.
## Set up outreach
Each domain may have multiple campaigns, but it won't send anything until you set one up. You can do that from **Set up campaign** at the end of domain setup, or later from the **Campaigns** tab, by choosing the **Website visitors** **campaign** from the list.
In the campaign's **Targeting** tab, you decide who counts as a lead: which identified visitors to include, the kind of people Ava should pursue, and whether Ava should research and qualify each one before reaching out.
You can set up the steps in [Sequence](https://support.artisan.co/create-a-sequence), configure your messaging in [Messaging](https://support.artisan.co/build-messaging-for-your-campaign), and adjust how the campaign runs in [Settings](https://support.artisan.co/configure-campaign-settings).
## Frequently asked questions
Visitors in the US can be identified down to a specific person, with their name, title, and company. Visitors from anywhere else are identified at the company level. You can turn person and company identification on or off separately for each domain.
Yes. Open the domain menu at the top of the Website visitors page and click **+ Add domain** to add another.
# Knowledge base
Source: https://support.artisan.co/knowledge-base
Give Ava your company knowledge, case studies, and customers so she can use them in her outreach.
The knowledge base is where Ava learns everything she needs to represent your company: what you sell, who your customers are, the proof points that land, and the answers to prospects’ questions.
![Clean Shot 2026 09 10 At 6 58 42@2x]()
The knowledge base is organized into five tabs.
1. Company
2. Knowledge
3. Case studies
4. Customers
5. Gaps
6. Objections
You can organize items into folders in the Knowledge, Case studies, and Customers tabs. Select **Create folder**, name it, and save, then drag any item into the folder.
## Company
![Clean Shot 2026 09 10 At 7 22 43@2x 1]()
The Company tab holds your company information, so Ava can use it in her outreach. Artisan generates this automatically when you set up your account, so most of it is already filled in.
The Company tab has seven sections, listed down the left: Company, Funding, Positioning and language, Products and services, Customer segments, Proof and reputation, and Competitors. The number next to each counts the fields that still need your attention.
You can search every field from the search bar at the top.
## **Knowledge**
![Clean Shot 2026 09 10 At 7 23 58@2x]()
The Knowledge tab is where you add your general company knowledge, as files, website URLs, or plain text.
To add an item, use the Add button in the top-right corner and select Knowledge.
After you add a resource, it needs to be processed before Ava can use it.
## **Case studies**
![Clean Shot 2026 09 10 At 7 26 19@2x]()
The **Case studies** tab stores your customer success stories.
To add one, click Add and choose Case study. Adding a case study works differently from adding knowledge. You add one by entering a case study URL and fetching its content, or by filling in the details yourself. Each case study has a **Customer name**, the **Content**, and a field to guide Ava on when to mention it.
## Customers
![Clean Shot 2026 09 10 At 7 27 17@2x]()
You can use the Customers tab to list your current customers so Ava can reference them as real proof when she talks to prospects. To add customers, choose Add customers and pick a source. There are a few ways that you can add customers:
* Import from HubSpot
* Upload a CSV
* Add a URL
Larger CRM and CSV lists may take a little time to appear. Every customer is listed individually, so you can search, filter, or remove any customers you don't want Ava referencing.
Connecting your CRM doesn't automatically import any customers. You have to choose which companies are imported as customers.
## **Gaps**
![Clean Shot 2026 09 10 At 7 28 17@2x]()
If Ava is asked a question she can't answer, she logs it in the **Gaps** tab. Ava collects these gaps from her autonomous email replies and inbound website chat.
Each gap shows the question, the prospect who asked, and when it was asked. You can filter the gaps to show **Pending**, **Answered**, or **Skipped** ones. Pending gaps are grouped at the top so you can work through them. When you answer a gap, that answer becomes part of your knowledge base so Ava can use it going forward, and answered gaps stay editable if you want to refine them later.
## Objections
![Clean Shot 2026 09 10 At 7 30 48@2x]()
The **Objections** tab is where you store the common objections prospects raise, along with the response you want Ava to give for each. The difference between Gaps and Objections: Gaps are questions from real conversations that still need an answer. Objections are different. You already know these come up, so you can write the response in advance. For example, you might add "How are you better than X product?" with the response you'd want a prospect to hear.
To add one, use the Add button and choose Objection. Each objection has the objection itself and the response Ava should give.
## Telling Ava how to use items in the Knowledge base
In the **Knowledge** and **Case studies** tabs, each item you add can have its own instructions on how Ava should use it.
Open any item to see its details; you'll find an “**Instructions for use”** field. Add your instructions there. Ava uses those instructions at the right moment and in the right way.
![Clean Shot 2026 08 27 At 2 02 07@2x 1]()
A few examples of instructions you might write:
* If you have a document that applies only to certain industries, you can add instructions like, “Only reference this if the customer is in the biotech industry.”
* If you have a sensitive security document, you can add instructions stating, “Only use this when a prospect asks about security or compliance. Never volunteer it.”
## Learning from past conversations
From the settings icon at the top right, you'll find a “**Learn from past conversations”** option.
![Clean Shot 2026 08 27 At 2 03 53@2x 1]()
When it's on, Ava can use previous conversation transcripts to improve her responses. You can turn this on or off and save your choice.
## Building your knowledge base with Claude
Claude can build your knowledge base. You give it one prompt, and it reads your website, email, CRM, support desk, call notes, and internal docs. From those, it writes your knowledge files and drafts objections for Ava to handle.
You need Claude with Cowork, and optionally Claude for Chrome if you want Claude to upload the finished files to your Artisan account. Turn on the connectors for wherever your company information lives (email, CRM, support desk, call notes, docs) so Claude can gather what it needs to write your knowledge base.
```text theme={null}
# Building your Artisan knowledge base
Turn on every connector you have, then paste everything below the line into Claude. There is nothing to fill in. It works out who you are, finds the rest itself, and comes back at the end with the few things that are genuinely not written down anywhere.
---
You are building the knowledge for an Artisan account. It gets used on four surfaces: autonomous replies to inbound email and LinkedIn, inbound web chat, the AI AE on live calls, and outbound sequence generation.
Read this section before writing anything, because it changes what to produce.
## How Ava actually reads this
Retrieval is vector similarity over the uploaded content. Roughly five chunks come back per query, ranked on similarity alone. There is no weighting by how new a document is, what type it is, or how confident anyone was when they wrote it. A chunk either wins on similarity or it is not in the answer at all.
Three consequences drive everything below.
**Everything here is retrieved, which makes phrasing the whole job.** A sentence only reaches Ava when its chunk wins the similarity contest against the question actually asked. So a rule has to be written as the answer to a question someone asks, not as a standing instruction. "Keep replies short" reaches nothing. "Artisan does not publish prices, a scoped quote comes from the sales team" reaches every pricing question, which is exactly when it is needed.
**There is no hierarchy, so everything uploaded is treated as true.** An unverified fact competes on equal footing with a verified one. There is no confidence field to protect you. If something is not good enough to be said to a customer, it does not go in.
**The budget is about five chunks.** Short, focused, non-overlapping content wins. Near-duplicate chunks are the main way a knowledge base gets worse as it grows, because two versions of the same answer compete for the same slot and the weaker one sometimes wins.
## What you are producing
Markdown knowledge files, plus a list of objection and response pairs. Then a handover note, which never gets uploaded.
Everything Ava needs has to be expressible as a fact. There is no coaching list, no banned phrase list and no separate behavior config in this build, so a rule you cannot write as a true sentence about the company has nowhere to live. Write it as one:
- "Never quote a price" becomes "Artisan does not publish prices. A scoped quote comes from the sales team."
- "Never give a ship date" becomes "Artisan does not give release dates for unreleased features."
- "Never comment on competitor pricing" becomes "Artisan does not comment on what other vendors charge."
This is why the negative facts matter as much as the positive ones. A file that only says what the company does leaves the agent to improvise everywhere else.
**Size.** Roughly ten to twenty-five files, three hundred to nine hundred words each. Length is a symptom of duplication rather than a sign of coverage. A knowledge base three times that size is worse, not more complete, because the duplicates compete with each other for the same five slots.
## Step one: work out who you are working for
Identify the company from what you can already see. The email domain on the connected account, the CRM portal, the chat workspace, the drive account, a signature in sent mail. The domain gives you the website.
Say in one line who you have concluded you are working for and carry on. Do not wait for confirmation. If it is wrong they will say so.
Only if no connector reveals a company, ask one question: what is your website.
## Step two: read what is already in the knowledge base
Before writing anything, look at what Artisan already holds for this account, in particular the Company Intelligence page. It is generated automatically and takes precedence over everything else, and it already covers the elevator pitch, value propositions, customer segments, customers and results, proof points, competitors, buying triggers and buyer language.
Do not rewrite any of it. Two documents saying nearly the same thing is worse than one, because they split the retrieval budget between them. Check what it says, correct it where it is wrong, and then write only what it does not cover.
This step is a hard stop. If you cannot read the Company Intelligence page, because the dashboard is signed out or you have no access, say so and ask for it before writing a single knowledge file. Do not proceed by guessing which topics it probably covers and writing around them. Overlap is the main way a knowledge base degrades, and this is the one place where guessing is guaranteed to cause it.
While you are in the console, read the Gaps tab. It holds the real questions Ava has already been asked and could not answer. This is better evidence of what is missing than anything you will reconstruct from tickets or calls, because every entry is a live failure rather than an inference. Each entry has an Answer control next to it, so check whether answering a gap in place is the better route for that specific question than writing it into a file. Treat clearing the tab as a target: say at the end how many of the gaps this build answers and which ones it does not.
Also look for an existing internal do-not-say page. Most companies have one somewhere, usually a wiki page of numbers not to quote or claims not to make. It is the right spine for the negative facts, and it is usually stale in a couple of places, which is worth flagging on its own.
## Step three: go and find the rest yourself
Assume every answer exists somewhere. Check which connectors are live, say which ones you found, then sweep all of them.
**This sweep is read only.** Nothing is sent, drafted, replied to, posted, scheduled or deleted. No CRM record, ticket, document or calendar entry is created or modified. You are reading a company's live systems to write about them, and every tool call in this phase is a read.
**Run the sweep in parallel.** Split it across subagents by source rather than working through it serially, or this takes an hour instead of ten minutes. A reasonable split is one agent on the public web, one on email, one on the internal tools such as chat, docs and issue trackers, and one on the support desk, CRM and call notes. Give each one the topic list below rather than a vague brief.
**If a tool errors twice, stop and move on.** Record it in the handover as a source not reached. Do not keep retrying a broken connector or work around it with a different tool that has the same problem.
Sources to sweep:
**The website, always.** Every page. Product and pricing, about, case studies, blog, help center, FAQ, careers listings (they describe the product better than marketing does), terms and privacy, everything in the footer. Works with no connectors and is usually a third of the content.
**Past conversations with Claude.** Search previous chats for the company, product, positioning, pricing, competitors, customers, launches. People explain their business to Claude and forget they did.
**Email.** Sent mail is the best writing sample there is. The answers already given to prospects, the decks attached to outbound, the pricing emails, the security questionnaires already filled in. Look for repeated phrasing, because a sentence someone has typed forty times is already the right answer.
**CRM.** Deal notes, close reasons on lost deals, competitor fields. Lost deals tell you more than won ones. Count the reasons, and read the notes behind the reasons, because "no budget" is usually four different objections wearing one label.
**Support and shared inboxes.** Rank topics by volume. The top ten are the ten questions this has to answer well.
**Calls and meeting notes.** Discovery calls give you the questions in the prospect's own words. Take the phrasing verbatim rather than translating it into marketing language.
**Docs, wikis, chat, issue trackers, changelogs.** Specs, enablement, price sheets, contract templates. Changelogs are how you tell a live capability from a planned one, which matters more than anything else here.
**Public sources.** Review sites, marketplace listings, LinkedIn, job posts, press, competitor comparison pages.
Search each source at least twice with different terms before concluding something is not there. Most misses are vocabulary mismatches.
Work out from evidence rather than asking: what they sell, business type, who they sell to, size, languages, regions, and whether they are regulated.
**What never comes out of the sweep and into a file.** These files get read out to prospects and customers. No individual employees' personal details, no HR or personnel matters, no other customers' confidential information, no internal cost, margin or vendor pricing, no security detail that is not already in their public trust material.
## Step four: write, and log every hole as you go
Draft everything you can. Do not upload a placeholder and do not mark a file as unverified, because nothing downstream reads that marker and the chunk gets used anyway.
Keep two running lists while you write.
**Conflicts.** Anywhere two sources disagree. A number that appears three different ways, a policy the site states one way and support states another, a timeline the sales team and the delivery team describe differently. Record every version, every source, and which one the weight of evidence favors.
**Gaps.** Anywhere a question a customer would obviously ask has no answer anywhere you looked. Record what the question is and every place you searched for it.
Both lists get resolved with the person in step five. Neither is a handover artifact by default. A knowledge base that ships without an answer to one of the ten most common questions is not finished, it is a draft with a note attached, and the note will not be read before the next prospect asks.
## Step five: settle every conflict and fill every gap
Work through both lists with the person until each item is answered or explicitly deferred. Do not carry unresolved items into the handover as a matter of course. The point of this step is that the knowledge base ships accurate and complete rather than shipping with a list of things it gets wrong.
There is no cap on how many items you raise, because a conflict you did not raise becomes a wrong answer sent to a customer. There are hard rules on how you raise them.
**Every item arrives as a decision, not a research task.** Never hand over a blank. For a conflict, give every version you found, where each came from, and the one the evidence favors, so the reply can be a single word. For a gap, say exactly where you already looked, so they can see it is not findable and not spend ten minutes checking.
**One decision per numbered item. Never bundle two.** An item asking "which price may Ava say, and is there actually a free trial?" gets answered on the price and goes quiet on the trial, and the quiet half then gets inferred and shipped as fact. Split them, number them separately, and at the end of each round list anything that came back unanswered and ask again.
A conflict should read like this:
> **Warm-up duration.** Support says 14 days. The onboarding SOP and the security material say two to three weeks. A rep told a customer "a couple of days" last week. One customer reported over a month.
> Recommend two to three weeks, which three of four sources support.
> Confirm, or give the right number.
A gap should read like this:
> **Mailbox-to-volume ratio.** Not in the help center, the onboarding SOP, Slack, or sent mail. Two internal figures contradict each other. What is the real ratio?
**Never ask for anything reachable in a connector or on the website.** Search twice with different terms before an item earns a place on either list. Most misses are vocabulary mismatches rather than genuine absences.
**Go in rounds, not one wall of text.** Group by topic, roughly six to eight items a round, and put the ones blocking the most-asked questions first. Write each round's answers into the files before starting the next, so progress is visible and nothing gets answered twice.
**Two rounds is the limit.** After the second round, anything still unanswered stops being a question. It either drops out of the knowledge base entirely, or, where there is a safe conservative version of the fact, ships as that version and is recorded in the handover with an owner. Say plainly which of the two you did for each item. Nobody is going to work through five rounds of questions, and a build that waits for that never ships.
Also propose these two, since neither is ever findable:
**A draft list of what the company will not say**, built from their compliance pages, their industry, the disclaimers on their own site and the way their reps hedge in sent mail. Present it as a list to edit. It becomes `what-we-do-not-answer.md`.
**Whether Ava can quote a price, and to whom**, inferred from whether pricing is public and whether reps put figures in email. Ask for the condition as well as the figure, because "only for small companies" is part of the answer and has to be written into the chunk.
The gaps that usually need asking: which customers can be named out loud, why deals are actually lost when the CRM says no budget, what they have decided never to build, and who each kind of question routes to by name.
**A condition in the answer goes into the chunk.** When the answer comes back qualified, "default to X, only mention Y for small companies", "we say A unless they are in Europe", the qualifier is part of the fact and has nowhere else to live. Write it into the same sentence, in the file the question would actually retrieve. A condition parked in a different file, or left as an intention, is a condition that does not exist.
**A threshold has to be a number before it ships.** "Small companies", "larger teams", "enterprise deals" are things a person can evaluate and a retrieval chunk cannot. When a condition arrives as an adjective, ask once for the line, in headcount, revenue, volume or whatever the company actually uses, and do not write the answer until you have it.
**When their answer contradicts what you found.** This happens most often on certifications, ship dates and pricing. Say it once, in a single item: what they said, what the evidence says, where the evidence came from, and your recommendation. Then do what they decide, because it is their company and their liability. Record the disagreement in the handover with the evidence attached. Do not relitigate it across rounds, and do not quietly write your own version into a file instead.
**When they rule a topic out entirely.** Tell them once that leaving a topic out of the knowledge base does not produce silence on that topic, it produces improvisation, because the question still arrives and nothing is retrieved to answer it. Offer a single negative fact as the alternative, of the form "the company does not discuss X over email or chat, a scoped answer comes from the team." If they hold the exclusion, write nothing and record it in the handover as a deliberate hole.
**When they cannot answer.** "I don't know" and "ask someone else" are legitimate answers. When one comes back, the fact stays out of the knowledge base entirely and the item moves to the handover marked with who has to decide it. Never fill the hole with your best guess, never split the difference between two contradicting numbers, and never upload both versions and let retrieval choose. A missing answer produces an escalation, which is recoverable. A confidently wrong answer produces a wrong answer sent to a customer, which is not.
Keep going until every item on both lists is either written into a file or recorded as deferred with an owner.
## If they are regulated
Finance, healthcare, legal, insurance, defense, gambling or cannabis. Write `what-we-do-not-answer.md` first, before any other file. Every claim an agent must never make: rates, approval odds, outcomes, returns, eligibility, medical or legal advice, guarantees. Each one as a fact about what the company does not state, with what happens instead. Someone who owns compliance signs off before anything goes live.
Be honest with them about the limit here. A retrieved file is a weaker control than an enforced rule, because it only reaches the agent when it wins the similarity contest. If the platform offers a hard mechanism for prohibitions, a regulated company should use it as well as this file, not instead of it.
## The knowledge files
The console tabs are Company, Knowledge, Case studies, Customers, Gaps and Objections. You are writing into two of them.
**Knowledge** takes markdown files and almost all of the content.
**Objections is not a file upload.** It is a form with two fields, the objection and the response, added one entry at a time. So objections are produced as a list of pairs rather than as files: the objection in the prospect's own words, and a response of two to six sentences. Eight to fifteen pairs, drawn from the reasons deals are actually lost rather than from imagination. Keep them in one working file so they can be entered in order, and head each with the objection exactly as a prospect would type it. "This is more expensive than what we use now" retrieves against a real message. "The prospect raises a cost concern" does not.
Company Intelligence, Case studies, Customers and Gaps are all filled by other means, so produce nothing for them. Do not write case study files. Do not retype the customer list, which comes from a CRM import.
Start with these in Knowledge. They cover most of what gets asked.
`what-we-sell.md` — the products or services, what each does, who each is for, in the customer's words. Skip anything Company Intelligence already states well.
`fit-and-non-fit.md` — who they sell to and, more usefully, who they do not. Be blunt about bad fits.
`how-it-works.md` — the mechanics from first contact to delivered, in order. For a product, how the product works. For services, how an engagement runs. For physical goods, order to delivery to installation.
`pricing-and-terms.md` — the model, what drives the number, what is included, minimums, payment terms, and every condition attached to which figure may be said to whom.
`limits.md` — what they cannot do. Gaps, known problems, things people keep asking for, roadmap versus never. The most valuable file in the set. The failure mode on an autonomous surface is not a weak answer, it is a confident invented capability, and this is the only thing that prevents it.
`what-we-do-not-answer.md` — the questions the company deliberately does not answer over email or chat, and what happens instead. Prices outside an approved anchor, legal and contract language, security questionnaires, regulated questions, ship dates, another customer's account, anything where a wrong answer is a compliance problem rather than a support ticket. Write each as a fact about the company rather than as an instruction, so it reads correctly if it lands in a reply: "Artisan does not answer security questionnaires by email. A reviewer is put in touch with the team that owns them."
Everything in that last file hands back to the sender, meaning the rep whose mailbox, calendar or account the conversation belongs to. There is no routing table and no named owners to discover, so do not spend a round asking who owns what.
Then by business type, worked out rather than asked. Software adds integrations, security and compliance, implementation, data and privacy. Physical product adds lead times and shipping, specs and materials, warranty and returns, ordering and minimums, and channel if they sell through dealers. Services adds capabilities, scoping and rates, and team. Marketplaces need a set per side, because supply and demand ask different questions.
Multiple regions get a file per region for anything that varies. Never bury a country exception inside a general file, because the general chunk is what wins on similarity and the exception never surfaces.
## How to write a file so it retrieves
The chunk is the unit, not the file. Write so each chunk can win on its own.
- One question, one answer, one chunk. Phrase the heading the way a customer would ask it, not the way the company files it internally. "How long until it ships?" not "Fulfillment timelines."
- Two to six sentences per answer. Bullets and Q&A pairs retrieve better than paragraphs.
- Put the words a customer would actually search into the answer text, including their synonyms. If the company says "annual license" and buyers say "subscription" and "yearly plan," all three belong in the answer, because similarity is matching the query against this text and nothing else.
- Restate the noun. Never write "it" or "as described above." Assume the chunk arrives alone.
- If a fact belongs in two files, write it twice, but write it identically. Two slightly different versions of the same fact is the failure mode to avoid. Two is the limit. The same block repeated across three or more files starts crowding a single query, returning the same sentence in several of the five slots and pushing out everything else, so repeat only where the surrounding answer is genuinely different.
- Every number carries its unit and its condition in the same sentence. Half a fact is worse than none when nobody is checking.
- No frontmatter, no metadata block, no confidence marker, no source tag. Nothing reads them and they dilute the chunk.
- **Never address Ava inside a knowledge file.** A chunk goes into the prompt as plain context with nothing marking it as meta, so an instruction sitting inside it can be echoed straight to the prospect. No "route this to an account executive," no "the honest answer is," no "escalate this," no "use this case study with prospects who." State the fact and stop. Where the fact is that a topic is deal-specific, write that it is deal-specific and that a scoped answer comes from the team, as a fact about the company.
- **One second person, and it is the customer.** "You" means the person reading the reply, never Ava. Mixed voice in one knowledge base means Ava will sometimes speak in the wrong one. A heading written as the customer's own question is the one place "you" means the company, and that is fine, because it is a quoted question rather than an answer.
Plain language, short sentences, no marketing adjectives. Where the company already has a good sentence, use theirs, including their own spelling and their own name for things.
## Languages
Work out which languages they sell in from the site, the CRM and sent mail. Do not translate the files. Write natively in each language, because similarity matching runs against the text as written and translated phrasing does not match how buyers actually type. Where a fact differs by market, say so in both.
## Never upload
Anything still unresolved after step five. Anything unverified. Anything marked as a draft. Both versions of a conflict nobody settled. Case studies, the customer list, or anything else another part of the console already owns. All of these belong in the handover note instead, or nowhere.
## Before uploading
1. Every fact is verified. Nothing unconfirmed is in a file.
2. Nothing claims a capability that is not live today.
3. No file overlaps Company Intelligence or another file. Search for near-duplicate answers and merge them.
4. Every recurring support topic and every real objection has exactly one answer, in one place.
5. Every heading is a question someone would really ask, in their words.
6. Every chunk reads correctly alone.
7. Every rule is written as a fact about the company, not as an instruction. There is nowhere else for a rule to live, so a rule you could not phrase as a fact is a rule that did not ship.
8. Grep every knowledge file for instructions aimed at Ava: "route", "escalate", "rather than answering", "the honest answer", "use this with". Every hit is rewritten as a plain fact or deleted.
9. Grep every knowledge file for "you" and confirm it means the customer everywhere outside the headings.
10. Every condition attached to an answer is written into the chunk that answers it, not into a neighboring file, and every threshold is a number rather than an adjective.
11. Company Intelligence was actually read, and nothing overlaps it.
12. Every conflict and every gap from step four is either written into a file or recorded as deferred with a named owner. Every part of every bundled question got an answer. Nothing is silently dropped.
13. Nothing personal, internal or confidential to a third party is in any file.
14. The ten most common customer questions each have an answer in a file, and the Gaps tab has been worked through. Say how many gaps this build closes and which it does not.
15. If regulated, compliance has signed off.
## Deliver
The markdown knowledge files, kebab-case filenames, in a folder named Knowledge. The objection and response pairs in one working file alongside it. Write everything into the session's outputs folder, because the upload step can only reach files that have been shared with the session, and a file written somewhere else cannot be uploaded without being written again.
Then a handover note, not for upload, covering: which sources you reached and which you could not, and what you left out and why. Conflicts and gaps appear here only when step five could not settle them, and each one carries the name of whoever has to decide it. A long list in this section means step five was cut short. Deliberate holes, where the person ruled a topic out, go here too, along with any decision that contradicted the evidence, with the evidence attached.
The handover note must also carry a section titled "wrong things already said to customers." While sweeping email, chat, tickets and call notes you will find claims that contradict what is actually true: a ship date nobody committed to, a capability the product does not have, a timeline shorter than reality, a certification that is not held. For each one, record what was said, where and when it was said, who said it, what the truth is, and who needs to close the loop with that customer.
Do not treat this as a side note. It is frequently the most valuable output of the whole exercise, because a knowledge base fixes what gets said from now on and this section is the only thing that fixes what has already been said. Report it even when the list is long, and especially when it is.
Report between batches. The sweep first, then the rounds of decisions, then the files, with `what-we-do-not-answer.md` written last, once you know what every other file already covers and what is therefore left over.
## Then offer to upload it
If Claude for Chrome is connected, offer to put everything into the knowledge base rather than leaving the person to drag files in and type objections by hand. Offer, do not just start. Uploading is a form submission on their live account, so it needs an explicit yes first.
Then:
**Confirm the destination out loud before touching anything.** Say which workspace and which organization you are looking at, and wait. Multi-org accounts are common and uploading a company's knowledge into the wrong tenant is not a mistake you can quietly undo.
**Stop if they are signed out.** Ask them to sign in themselves. Never enter a password, never create an account, never work through a login screen.
**Knowledge, the file pass.** The Add button in the top right opens a menu rather than a file picker, so it is safe to click. Choose Knowledge from it, which opens a modal with a drop zone. Do not click the drop zone or the browse link, because those open a native file picker that is invisible to you and the run dies there. The hidden file input only exists once the modal is open, so find it after opening rather than before, and upload every file to that reference in one call. Then click the Upload button in the modal. Files process one at a time and a dozen files take about a minute.
**Objections, the form pass.** Each pair is entered by hand: Add, then Objection, then the objection field, then the response field, then Add. Element references regenerate every time that dialog reopens, so a reference captured on the first entry is dead on the second. Drive this pass by screen coordinates rather than references, take a screenshot after the first entry to fix the positions, and batch several entries per call once the positions are known. The dialog geometry does not change with the length of the text, because the response field scrolls rather than growing.
**Wait for processing and then verify.** Uploaded files sit in a processing state and do not appear in the table until they finish. Do not re-upload anything that has not appeared yet, because that is how you end up with every file in twice and duplicate chunks competing on every query. When it settles, read the tab back and count what is there against what you sent, and say plainly which landed and which did not.
**Report what you did not upload and why.** The handover note never goes in. Neither does anything still unresolved.
```
1. Open Claude and switch to Cowork.
2. Set the model to Opus 5 low.
3. Turn on auto-approve. Claude runs the research on its own and only stops if something looks unsafe. The research is read-only, so nothing changes in your systems.
4. Paste in the prompt and hit enter.
5. Along the way, Claude asks you a few clarifying questions about what it couldn't find. Answer them one at a time.
6. You can then download the content Claude has generated, or ask Claude to upload everything to your knowledge base (you'll need Claude for Chrome for this).
## Frequently asked questions
It may still be processing. A newly added item is only available to Ava once processing is complete. If you just added it, wait for it to appear before using it.
Gaps are collected from Ava's conversations with prospects, specifically her email replies (autonomous replies) and inbound website chat. When a prospect asks something Ava can't answer, that question is logged in the Gaps tab for you to answer.
No. You don't need the Artisan Claude connector to ask Claude to create your knowledge base. [Learn more about the Artisan connector in Claude.](https://support.artisan.co/claude-connector)
# Salesforce setup
Source: https://support.artisan.co/salesforce-setup
# Salesforce integration
Artisan’s Salesforce integration keeps your CRM and outbound motion in sync. Leads, contacts, accounts, opportunities, activities, and list views flow between Salesforce and Artisan so your team does not have to reconcile records manually.
## Connect Salesforce
Connecting Salesforce requires two steps before OAuth: installing the Artisan package in Salesforce and entering your Salesforce instance URL in Artisan.
### Step 1: Install the Artisan package
Artisan’s Salesforce app is distributed as a managed package. It must be installed in your Salesforce org before the OAuth connection can work.
Use the package URL provided by your Artisan onboarding contact, then choose **Install for All Users** in Salesforce.
The package only adds the OAuth app definition. It does not add custom objects, fields, or UI to your Salesforce org.
### Step 2: Enter your Salesforce instance URL and connect
1. Go to **Settings → Integrations → Salesforce** in Artisan.
2. Click **Connect Salesforce**.
3. Enter your Salesforce My Domain prefix.
4. Click **Connect**.
5. Authorize Artisan from Salesforce.
6. Return to Artisan after the connection is approved.
After Salesforce is connected, Artisan starts an initial backfill of your leads, contacts, accounts, opportunities, and list views. Ongoing syncs keep records updated after that.
Artisan supports one active CRM integration per workspace. If HubSpot is already connected, disconnect HubSpot before connecting Salesforce.
## Permissions and access
To connect Salesforce, the user completing the connection must have permission to install and authorize apps in Salesforce. In most cases, this should be a **System Administrator** or a user with **Modify All Data** permission.
Artisan requests access to the Salesforce objects needed to keep your CRM and Artisan workspace in sync:
* **Leads and contacts**: read existing people, create or update exported people, and avoid duplicate records.
* **Accounts**: read and update account records, associate contacts with the right account, and create accounts when needed during export.
* **Opportunities**: read opportunity data for context, DNC logic, and pipeline awareness.
* **Users**: match Salesforce users to Artisan team members so ownership and activity attribution are correct.
* **List views**: read Salesforce list views so they can be used as Artisan audiences or suppression lists.
* **Activities**: log emails, calls, meetings, notes, and tasks from Artisan back to Salesforce.
Artisan only uses these permissions to power the integration features you configure.
### Revoking access
You can disconnect Salesforce from Artisan at any time from **Settings → Integrations → Salesforce**.
## What syncs between Salesforce and Artisan
After Salesforce is connected, Artisan syncs the CRM data needed to run outbound and keep Salesforce up to date:
* **Leads and contacts** sync between Salesforce and Artisan.
* **Accounts** sync between Salesforce and Artisan.
* **Opportunities** sync from Salesforce into Artisan for context, DNC, and pipeline awareness.
* **Activities** such as emails, calls, meetings, notes, and tasks sync from Artisan into Salesforce.
* **Salesforce list views** can be used in Artisan as campaign audiences or suppression lists.
* **Salesforce users** sync from Salesforce so activities can be attributed to the right rep.
Leads, contacts, accounts, and opportunities sync regularly. Activities are logged back to Salesforce when they happen.
## Recommended Salesforce setup
After connecting Salesforce, configure **Basic sync** and **Advanced** settings so Artisan knows what to import, what to export, and how to map records back to your CRM.
## Basic sync
Basic sync controls the core flow of data between Artisan and Salesforce.
* Import Salesforce data Keep **Import your Salesforce data** turned on if you want Artisan to stay up to date with Salesforce leads, contacts, accounts, opportunities, and activity context. On first connection, Artisan runs a full backfill. After that, records continue syncing on a schedule.
* Choose how people export to Salesforce Choose how Artisan should create or update people in Salesforce:
* **Export as Leads**: Artisan creates or updates Salesforce Lead records.
* **Export as Contacts**: Artisan creates or updates Salesforce Contact records and associates them with Accounts.
* **Split by stage**: Artisan routes people to Leads or Contacts based on their Artisan status. Use **Export as Leads** if your team wants new outbound prospects to enter Salesforce as leads. Use **Export as Contacts** if your team works primarily from accounts and contacts. Use **Split by stage** if your team wants low-intent prospects to stay as leads but higher-intent prospects to become contacts.
* Split by stage Split by stage lets you decide whether each Artisan status should export to Salesforce as a Lead or a Contact.
* **Positive** statuses, such as Interested or Meeting booked, are often exported as Contacts.
* **Neutral**, **No response**, or **Negative** statuses are often exported as Leads. If a status is not mapped, Artisan will not silently route it to a default object. This helps prevent accidental Account or Contact creation in Salesforce.
* Map a lead source You can map a lead source to stamp exported records with a Salesforce field and value, such as `LeadSource = Artisan`. This makes it easier to report on pipeline generated from Artisan campaigns.
## Advanced sync
Advanced sync controls how fields, owners, statuses, and activities map between Salesforce and Artisan.
* Property mapping Use Property mapping to decide how Salesforce fields map to Artisan fields. Salesforce mappings are configured separately for **Leads**, **Contacts**, **Accounts**, and **Opportunities** because each Salesforce object can have different fields. For each mapped field, you can choose:
* **Artisan field**: the field in Artisan, such as first name, email address, company name, or website.
* **Salesforce field**: the Salesforce field that should map to that Artisan field.
* **Import priority**: which system should win when Salesforce and Artisan both have a value. The winning value appears on the Artisan profile and can be used for personalization.
* **Export behavior**: what Artisan should do when sending data back to Salesforce. Use **CRM** as the import priority when Salesforce should be the source of truth. Use **Artisan** when Artisan data should take priority. Export behavior options:
* **Fill if empty**: Artisan only writes to Salesforce when the Salesforce field is blank. This is the safest default.
* **Overwrite**: Artisan replaces the existing Salesforce value.
* **Do not export**: Artisan does not write that field back to Salesforce. When a person is exported from Artisan to Salesforce:
1. Artisan first checks whether that person already exists using their email address.
2. If a matching Lead or Contact exists, Artisan updates the record based on your mapping settings.
3. If no matching record exists, Artisan creates a new Lead or Contact based on your export setting. When Artisan exports a Contact:
4. It also checks whether the person’s Account already exists in Salesforce. Artisan matches Accounts by website, domain, or normalized company name when available.
5. If the Account exists, Artisan associates the Contact with that Account.
6. If the Account does not exist, Artisan can create a new Account and associate the Contact with it. Artisan does not create Accounts for freemail domains, such as Gmail or Yahoo, unless the lead has an explicit company website. Manual single-lead exports always export the selected lead. Bulk exports follow the export setting you chose in Basic sync.
* Activity sync Activity sync controls which Artisan activities are logged back to Salesforce. Artisan can sync:
* Emails
* Calls and call recordings
* Meetings booked
* Notes
* Tasks Activities are logged to the corresponding Salesforce Lead or Contact record, so the Salesforce activity timeline reflects the outreach Ava has performed. Salesforce stores activities as Tasks, Events, or Notes depending on the activity type. If a person exists as both a Lead and a Contact in Salesforce, Artisan deduplicates the person in Artisan and can associate activity with the relevant Salesforce records.
* Owner mapping Owner mapping links Salesforce users to Artisan team members. This controls who gets credit for records and activity in Salesforce when Ava works on behalf of your team. How it works:
1. Artisan reads the Salesforce user list.
2. You map each Salesforce user to the right Artisan team member.
3. If email addresses match, mapping is usually automatic.
4. You can set a default fallback owner for records that cannot be matched. If a Salesforce user is not mapped, records or activities may be assigned to a fallback owner based on your workspace setup. We recommend mapping every active Salesforce user involved in outbound, sales, or follow-up workflows.
* Status mapping Status mapping sends Artisan lead statuses back to Salesforce. For Salesforce Leads, Artisan can map statuses to the native **Status** picklist. For Salesforce Contacts, choose the custom Contact field that should receive Artisan status updates, then map each Artisan status to the matching Salesforce value. Status mapping is useful when your sales team uses Salesforce to prioritize follow-up or report on campaign outcomes.
## Salesforce list views
Salesforce list views can be imported into Artisan and used as campaign audiences or suppression lists.
Artisan can read Lead, Contact, and Account list views. You manage list views in Salesforce, and Artisan reads them so they can be used in Artisan.
Examples:
* Use a Salesforce Lead list view as an audience for an Artisan campaign.
* Use an Account list view as a target account list.
* Use a list view of customers, competitors, or open opportunities as a suppression list.
## Frequently asked questions
**Do you store our Salesforce credentials?**
No. Salesforce authorization happens through OAuth. Your Salesforce credentials do not leave Salesforce.
**Why do I need to install a package?**
Salesforce requires the Artisan app package to be installed before the OAuth connection can work. The package contains the app definition and does not add custom objects, fields, or UI to your Salesforce org.
**What does “Install for All Users” mean?**
It makes the Artisan app available to users in your Salesforce org who may need to authorize it. It does not grant Artisan extra access beyond the permissions approved during OAuth.
**Can we revoke access?**
Yes. You can disconnect Salesforce from Artisan from **Settings → Integrations → Salesforce**. You can also revoke access from Salesforce connected app settings.
**Can we run HubSpot and Salesforce at the same time?**
No. Artisan supports one active CRM integration per workspace.
**Is the sync real time?**
Activities are logged back to Salesforce when they happen. Leads, contacts, accounts, opportunities, and list views sync on a schedule.
**What if a person exists as both a Lead and a Contact in Salesforce?**
Artisan deduplicates people by email, so they appear as one lead in Artisan.
**Can we connect a sandbox instead of production?**
Yes. Use the sandbox package URL provided by your Artisan onboarding contact and enter your sandbox My Domain prefix when connecting.
**Can we control which fields Artisan writes to Salesforce?**
Yes. Property mapping lets you control which fields Artisan writes, whether Artisan should only fill blank fields, and whether Artisan should overwrite existing Salesforce values.
**Who needs to connect Salesforce?**
One user connects Salesforce for the organization. The user completing the connection should be a Salesforce System Administrator or have **Modify All Data** permission. After connection, the integration applies to the whole Artisan workspace.
# Slack
Source: https://support.artisan.co/slack
Artisan sends alerts to Slack when something needs your attention, like a lead reply, a booked meeting, a website visit, or an account issue, so your team stays updated on important activity without logging into Artisan. You choose which channels or people get each notification and how often.
## Connect the Slack integration
1. In your Artisan dashboard, go to your profile.
2. Select **Settings.**
3. Select **Integrations**.
4. Find the Slack integration under Communication and click **Connect Slack**.
5. Select your workspace and authorize Artisan.
6. Close the configuration tab.
After Slack is connected, Ava is added to your workspace as a bot app. If your workspace requires admin approval for new apps, ask your Slack admin to approve Ava first.
## Add Ava to Slack channels
Before Ava can post to a channel, she needs to be added to it. You can add Ava to a channel from the Artisan Notifications tab, or by inviting her to the channel manually in Slack.
### Add Ava to a public channel
In Artisan, the channel dropdown for each notification type only lists the channels Ava has already joined. To send notifications to a channel Ava hasn't joined, search for it and select **Look up channel**. Artisan will add Ava to that channel.
1. Open the channel dropdown for the notification type you want.
2. Type the channel name in the search bar.
3. If the channel appears in the list, select it as the destination. If it doesn't, click **Look up channel**. Ava joins it, and the channel appears in the dropdown.
4. Select it as the destination.
### Add Ava to a private channel
Ava can't find private channels on her own, so you invite her from inside Slack first. Once she's in, refresh the list in Artisan and the channel becomes available.
1. In Slack, type `/invite @ava` in the private channel.
2. In Artisan, open the channel dropdown for the notification type.
3. If the channel is not visible, type the channel name in the search bar. Then click **Refresh channels**.
4. Select the channel as the destination.
## Configuring notifications
Artisan lets you send each notification type to a specific Slack channel or person. A lead reply can post to your sales channel while performance reports go to an analytics channel, and anything you don't need can be switched off.
1. In your Artisan dashboard, go to your profile.
2. Select **Settings**.
3. Select **Notifications**.
4. For each notification type you want to be notified about, select a destination:
* **Channel**: posts to that channel. Best for team-wide alerts.
* **Assigned user (DM)**: sends a direct message to the user assigned to the lead.
* **Don't notify**: disables Slack notifications for this notification type.
5. For notifications that have frequency options, choose one.
The **Assigned user (DM)** option sends a direct message to the rep assigned to the lead. It's not available for account-level notifications such as billing, urgent alerts, or performance reports.
### Notification frequency
Most notifications are sent in real time. Three types have extra options in the Frequency column:
Message reply alerts can be filtered by sentiment: choose **All** for every reply, **Positive only** for positive replies, or **Neutral and negative** for those replies only. **Overdue tasks** can be delivered daily or weekly. **Performance reports** can be delivered weekly or monthly.
## **Frequently asked questions**
No. You can only connect one Slack workspace per Artisan account. If you want to switch workspaces, disconnect from your current workspace and reconnect to a different one.
Until the app is approved, Ava can't post to your workspace and notifications won't reach Slack. Once approved, notifications flow normally.
Yes. Slack and email are separate. Turning off Slack notifications doesn't affect email delivery.
# Targeting page
Source: https://support.artisan.co/targeting-page
The Targeting page allows you to view and granularly control who you are reaching out to in your campaign. The page has two sections:
### People for Ava to target
Each list added to the campaign shows up as a card with the list's name, its source and the number of contacts “pending” outreach.
**List metrics**
* Contacted: Leads from the list that Ava has contacted at least once in the campaign
* Disqualified: Leads excluded from the campaign. Possible reasons: an email bounce, a failed enrichment, disqualifications from the functions on the Settings page
* Pending: Leads not yet contacted by Ava in this campaign
**Preview leads**
* Provides a preview of all the leads in the list
* Users can search for specific leads across the lists using the search bar, visit the lead profile by clicking on the lead, or remove the lead from the campaign (or adding to DNC)
### AI qualification
Ava uses AI to research each prospect across the web before contacting them and only reaches out to prospects who pass **every** qualification rule. This prevents wasted outreach on leads who match your ICP filters but don't actually fit your product.
**How it works:** The user defines qualification criteria in plain English. These are natural language conditions that Ava evaluates per lead.
* Criteria can be inclusive ("Qualify only if: Lead works in a SaaS company") or exclusive ("Disqualify if: Lead is from an agency").
* A lead must pass ALL criteria to be contacted. Ava researches each lead across the web to determine whether they meet each condition, then makes a qualify/disqualify decision with reasoning.
**Cost:** 1 credit per criteria per prospect. So 3 criteria for each lead costs 3 credits per prospect.
**Default state:** OFF. When toggled on, users add criteria rows and can preview results before applying.
**Fallback behavior:** If Ava can't find enough information to evaluate a criteria for a given lead, the user chooses the default behavior: either treat the lead as qualified for that criteria (optimistic, more leads get through) or disqualify them (conservative, fewer but higher-quality leads).
# Next
[Create a sequence](https://support.artisan.co/create-a-sequence): Create an outbound sequence of messages
# Webhook documentation
Source: https://support.artisan.co/webhook-documentation
## **Using Webhooks as a Data Source**
A webhook campaign uses an inbound POST request as its data source. Instead of uploading a CSV, you send leads to Artisan programmatically - from Zapier, Make.com, or any tool that can make HTTP requests.
Webhooks are available as a data source on **cold outbound**, **warm outbound**, and **cross-sell/upsell** campaigns. They let you send lead contact information alongside any custom fields from your external system, which can later also be used as personalization variables in your messaging.
**Why use webhooks:**
* Connect Artisan to any external system or workflow
* Pass custom fields (e.g. `plan_type`, `usage_arr`, `event_type`) directly into personalization
* Enable integrations we haven't built natively yet
***
## Setup
### Step 1 - Get your endpoint URL and API key
When you create a campaign and select **Webhook** as the data source, Artisan generates:
* A unique **Endpoint URL** (e.g. `https://api.artisan.co/v1/webhooks/campaign/{campaign_id}`)
* An **API Key** for authentication (e.g. `sk_live_...`)
Copy both. These are shown on the Targeting tab under **Webhook configuration**.
You can **Regenerate API key** at any time.
### Step 2 - Send a test payload
Use the provided **cURL snippet** to send a test payload.
**Note:** The "Check for new payloads" button shows you the last payload sent in the Preview sidedrawer. If you send new payloads, they get added to the old results.
### Step 3 - Map your fields
When you click **Check for new payloads** for the first time (or when new fields are detected in the webhook payload), the **Map webhook fields to Artisan fields** modal appears automatically.
* Each webhook field is listed on the left
* Map it to the corresponding Artisan field on the right (or leave unmapped)
* Checked rows are included; uncheck a row to exclude that field
* **Required:** `email` must be mapped
The mapping modal only re-opens if the fields in your payload change. If the same fields are sent again, it will not prompt you to remap.
After mapping, you can click **Edit field mapping** to change it at any time.
### Step 4 - Launch the campaign
Once your payload is validated and fields are mapped, continue through Sequence, Messaging, Senders, and Settings tabs, then **Launch**.
After launch, the targeting card updates to show live metrics (see Metrics section below).
***
## Using Webhook Fields as Personalizations
Any field included in your webhook payload (beyond the standard contact info fields) is made available for email personalization.
### Where they appear
When configuring **Deep** or **Agentic** personalization in the Messaging tab, a **Webhook** tab appears. All fields from your mapped payload are listed there and can be selected for use in emails.
For example, if your payload includes `plan_type: "Enterprise"` or `usage_arr: 12000`, those values will appear under the Webhook tab and if selected, Ava can reference them when personalizing outreach.
### How to use them
* Navigate to the **Messaging** tab of your campaign
* Under **Personalizations**, select **Deep** or **Agentic**
* Open the **Webhook** tab - all mapped webhook fields are listed here
* Enable the fields you want Ava to use when writing emails
Webhook fields are particularly powerful for cross-sell/upsell campaigns where you're passing real customer data like usage metrics, product events, or account attributes directly into the personalization layer.
***
## Required & Optional Fields
| Field | Notes |
| - | - |
| `email` | Contact's email address |
### Standard optional fields
| Field | Description |
| - | - |
| `first_name` | Contact's first name |
| `last_name` | Contact's last name |
| `company_name` | Company name |
| `company_domain` | e.g. `acme.com` |
| `title` | Job title |
| `phone` | Phone number |
### Custom fields
Any additional fields in your payload (e.g. `plan_type`, `usage_arr`, `event_type`) are captured and can be mapped as custom fields. These are also available as **personalization variables** in your messaging.
**Full example payload:**
```json theme={null}
{
"email": "sarah@acme.com",
"first_name": "Sarah",
"last_name": "Chen",
"company_name": "Acme Inc",
"job_title": "VP of Engineering",
"plan_type": "Enterprise",
"usage_arr": 12000,
"event_type": "usage_increase"
}
```
***
## Metrics: What the Card Shows
### Before launch (testing phase)
| Metric | Meaning |
| - | - |
| Received | Number of **records** (not payloads) received |
| Valid | Records that passed validation |
| Errors | Records with missing required fields or format issues |
### After campaign launch
| Metric | Meaning |
| - | - |
| Received | Total records received |
| Contacted | Leads Ava has sent a message to |
| Pending | Queued leads waiting to be contacted |
| Disqualified | Leads excluded by DNC or filter rules |
| Errors | Records with validation errors |
The errors are provided in a downloadable CSV of all errored records. After launch, this list accumulates as new errors come in.
***
## Preview Leads
Click the **eye icon** on the webhook card to open the **Preview leads** side drawer. This shows:
* **Leads tab:** All contacts received through this webhook (name, title)
* **Payload schema tab:** The last payload sent in JSON format
***
## API Response Codes
| Code | Meaning |
| - | - |
| `202` | Webhook received successfully |
| `400` | Invalid payload - missing required fields or malformed JSON |
| `401` | Invalid or missing API key |
| `429` | Rate limit exceeded |
| `500` | Server error |
Artisan returns `200` immediately and processes leads asynchronously.
***
## Rate Limits
* 10 requests per minute per campaign webhook
***
## Common Integrations
Webhooks work with any tool that can make HTTP POST requests:
* **Zapier** - trigger on any Zap event
* **HubSpot** - workflow action to send contacts
* **BigQuery / custom backend** - send on usage events or scoring
* **Make (formerly Integromat)** - HTTP module
* **Postman / cURL** - for testing
# What happens after you launch a campaign?
Source: https://support.artisan.co/what-happens-after-you-launch-a-campaign
## After you launch a campaign
After a campaign launches, Ava starts enrolling leads and preparing outbound messages. It is normal for this to take up to 10 minutes after launch.
You can track campaign activity from two places:
* **Campaign → Leads**
* **Tasks**
## Campaign Leads page
Go to the campaign’s **Leads** tab (this is not the Leads page, but the Leads tab within the Campaign page) to see how your list is progressing through the campaign.
In a few minutes after launch, you will be able to see the status of the leads in your campaign, along with the assigned sender, their email status, and where they are in the sequence.
Use the Leads tab to check:
* Which leads have been enrolled.
* Which leads are queued or waiting for outreach.
* Which leads have already been contacted.
* Which leads were excluded or disqualified.
* Which sender is assigned to each lead.
* Where each lead is in the sequence.
If the campaign was just launched, the Leads page may take a few minutes to update while Ava enrolls leads and prepares messages.
## Tasks page
Use the **Tasks** page to manage the outbound messages Ava generates after launch.
Messages may appear gradually while Ava writes, personalizes, and schedules them. If you do not see all messages immediately after launch, wait for 5-10 minutes and refresh the Tasks page.
### Review mode
In review mode, Ava drafts outbound messages, but a user must approve them before they can be scheduled to send.
To review messages:
1. Go to **Tasks**.
2. Open the **Pending** tab (found in the drop-down between “All tasks” and “Filters)
3. Go to the **Outbound to approve tab**
4. Review each message as it appears.
5. Click **Approve and send** when the message is ready.
#### Regenerate a message
If a message does not sound right, click **Regenerate**. You can optionally add instructions for how Ava should rewrite it.
#### Approved messages do not send immediately
Clicking **Approve and send** does not mean the message sends right away.
After approval, the message follows the campaign’s sending schedule based on mailbox capacity, sending windows and timezone rules.
### Auto send mode
In auto send mode, Ava writes, schedules, and sends outbound messages without requiring manual approval.
To see what is scheduled:
1. Go to **Tasks**.
2. Open the **Scheduled** tab (found in the drop-down between “All tasks” and “Filters)
3. Review upcoming messages and send times.
You do not need to approve messages in autonomous mode. Ava sends them according to the campaign schedule and sender capacity.
From the Scheduled tab, you can still review what is planned and cancel any message you do not want Ava to send.
### When messages start sending
Messages start sending once they have been generated, scheduled, and are inside the allowed sending window.
If you have mailbox capacity, then messages should start sending within an hour. If you find that they don't, please reach out to [support@artisan.co](mailto:support@artisan.co)
A campaign may be active even if no messages have gone out yet. This can happen when:
* The campaign was launched recently and Ava is still generating messages.
* The sender is outside the allowed sending window.
* The lead is outside their local business hours.
* Sender capacity has already been used for the day.
* Messages are waiting for approval in review mode.
### Cancel a scheduled message
Go to **Tasks → Scheduled** and open the scheduled outbound message.
From there, you can review the message and cancel it if you do not want it to send.
## Frequently asked questions
**Why hasn’t my campaign started sending yet?**
It may still be generating messages, waiting for approval, outside the sending window, or limited by sender capacity.
**Where do I approve messages in review mode?**
Go to **Tasks → Pending → Outbound to approve**.
**Where do I see messages in autonomous mode?**
Go to **Tasks → Scheduled** to see messages Ava has scheduled.