Genesys Cloud – Share a single contact list between multiple active campaigns

In a future release, Genesys Cloud will allow users to associate a single contact list with multiple active outbound campaigns that run at the same time. Previously, each campaign required a dedicated contact list. With this enhancement, you can upload one master contact list and use filters at the campaign level to target specific records for different business needs. Multiple campaigns can reference the same list and apply distinct filtering criteria. For example, one campaign can target customers in a specific region, another can focus on premium customers who have not been contacted recently, and a third can engage dormant users. Each campaign uses the same underlying contact data without requiring separate list copies.

This enhancement improves how you manage outbound strategies:

• Reduced list maintenance – Maintain a single master list instead of duplicating data for each campaign. Updates and corrections apply everywhere the list is used.
• Greater operational efficiency – Launch new campaigns faster by applying filters to an existing list instead of importing new data.
• Improved data consistency – Ensure all campaigns reference the same up-to-date contact records.
• More precise targeting – Use filters to segment audiences dynamically without creating additional lists.

Genesys Cloud also handles record eligibility across campaigns. If a record becomes uncallable, the system removes it from further dialing as appropriate and makes this behavior reportable. When the same record qualifies for multiple campaigns, the system evaluates ownership rules to prevent unintended duplicate dialing.

This capability supports organizations that manage large-scale outbound programs and helps customers migrating from Engage and PureConnect maintain similar shared list behavior in Genesys Cloud.

For more information, see the Shared Contact List Across Multiple Campaigns community page.