Channel Comparison
Find out which outreach channel — AI Voice, SMS, or Multi-Line Dialer — delivers the best results for your audience.
Overview
Different contacts respond to different channels. The Channel Comparison report breaks down your performance by outreach type, so you can see whether your audience is more likely to answer a call, reply to a text, or engage through another channel. Use these insights to focus your budget where it works best.
This report is available on all plans.
Accessing Channel Comparison
- Go to Reporting in the left sidebar.
- Select Channel Comparison.
- Set your Date Range using the date picker.
- Optionally, filter by one or more campaigns to narrow the comparison to a specific audience.
Channels Compared
| Channel | Description |
|---|---|
| AI Voice | Outbound calls handled by your AI voice agent |
| SMS | Outbound text message broadcasts and AI SMS conversations |
| Multi-Line Dialer | Parallel outbound calling with a human agent on the other end |
Metrics by Channel
For each channel, the report displays:
| Metric | AI Voice | SMS | Multi-Line Dialer |
|---|---|---|---|
| Attempts | Calls placed | Messages sent | Calls placed |
| Connect / Open Rate | % that answered | % that replied | % that answered |
| Positive Outcomes | Interested / Callback | Engaged replies | Transfers / Leads |
| Outcome Rate | Positive outcomes / Attempts | — | — |
| Avg. Duration | Avg. connected call length | — | Avg. connected call length |
| Total Spend | Spend for this channel | Spend for this channel | Spend for this channel |
| Cost Per Outcome | Spend / Positive outcomes | Spend / Replies | Spend / Leads |
Reading the Results
AI Voice performs best when:
- Your audience responds well to personalized, conversational outreach.
- Your product or service requires explanation — a voice conversation can handle objections in real time.
- You want leads pre-qualified before a human follows up.
SMS performs best when:
- Your audience prefers asynchronous communication.
- Your message is short and action-oriented (e.g., a link to schedule or a quick yes/no question).
- You are reaching contacts who did not answer a previous call.
Multi-Line Dialer performs best when:
- You have a human sales team that needs to maximize live conversations.
- Your conversion rate from live conversation to sale is high — the channel maximizes the number of live conversations per hour.
- Your audience is more likely to engage with a human than an AI agent.
Channel Mix Strategy
Many high-performing teams use a combination of channels rather than relying on one. A common approach:
- Start with AI Voice to qualify the list and identify interested contacts.
- Follow up with SMS for contacts who did not answer or who need a lighter-touch reminder.
- Route interested contacts to the Multi-Line Dialer or a human agent for closing.
The Channel Comparison report helps you evaluate whether this sequence is working or whether one channel is carrying a disproportionate share of the results.
Exporting
Click Export to download the channel comparison data as a CSV file. The export reflects the same date range and campaign filters currently applied.
Tips
- Filter by campaign for fair comparisons: Channels can perform differently across audiences. A channel comparison on your entire account may mask the fact that SMS outperforms AI Voice for one specific campaign but not another.
- Evaluate over at least 30 days: Short time windows can be skewed by outlier days. A 30-day window gives a more reliable picture of channel performance.
- Don't cut a channel too quickly: If a channel shows low results in a given period, check whether it was running with a strong contact list and at optimal times before concluding it doesn't work for your audience.