Outreach

Execute AI calling campaigns with contact lists

Outreach is where you execute your AI calling campaigns. While VoiceFlows define how to make calls, Outreach is the actual execution — applying a VoiceFlow to a specific list of contacts.

VoiceFlows vs Outreach

VoiceFlows	Outreach
Reusable templates	Specific execution instances
Define AI assistant, objectives	Apply a VoiceFlow to contacts
No contacts attached	Contacts uploaded per outreach
Configure once, use many times	Track real-time progress

Think of it this way: A VoiceFlow is your playbook. An Outreach is running that playbook with a specific roster of contacts.

Creating an Outreach

1. Navigate to Outreach

   Go to Outreach in the Engage section and click New Outreach.

2. Name Your Outreach

   Give it a descriptive name (e.g., “January Sales Push — West Region”).

3. Upload Contacts

   Upload a CSV file with your contact list.

4. Select VoiceFlow

   Choose which VoiceFlow to use for these calls.

5. Configure Schedule

   Set when and how fast to make calls.

6. Launch

   Click Launch when ready to start calling.

Schedule Options

Schedule	Description
Now	Start immediately
Business Hours	Only call during business hours
Custom	Set specific start/end times

Pacing Options

Pacing	Speed	Best For
Slow	1 call/minute	Testing, high-touch VoiceFlows
Normal	5 calls/minute	Standard outreach
Fast	10+ calls/minute	High-volume campaigns

You can also set Max Concurrent Calls to limit simultaneous calls.

Start with Slow pacing for new VoiceFlows to monitor quality before scaling up.

Outreach Statuses

Status	Description
Ready	Contacts uploaded, waiting to launch
In Progress	Actively making calls
Paused	Temporarily stopped
Completed	All contacts processed

Managing Outreach

• Launch — Start calling on a “Ready” outreach
• Pause — Temporarily stop calls (to review results or adjust settings)
• Resume — Continue where you left off
• Delete — Remove the outreach (only when Ready or Completed)

Progress Tracking

While an outreach runs, you can see:

• Progress Bar — Percentage of contacts processed
• Total Contacts — Number in this outreach
• Reached — Contacts successfully called
• Answered — Calls that were picked up
• Converted — Calls achieving the VoiceFlow objective

Contact CSV Format

Column	Required	Description
name	Yes	Contact’s full name
phone	Yes	Phone number with country code
email	No	Email address
company	No	Company name

name,phone,email,company
John Smith,[phone],[e-mail],Acme Corp
Jane Doe,[phone],[e-mail],Tech Inc

Best Practices

Test First: Run a small outreach (10-20 contacts) before launching at scale.

Use Business Hours: Respect time zones and call during appropriate hours.

Compliance: Ensure you have consent to call these contacts. Follow TCPA, GDPR, and local regulations.

Viewing Results

After an outreach completes:

1. Go to Outreach and click on the completed outreach
2. View summary statistics
3. Click through to Conversations for detailed call records

Next Steps

VoiceFlows

Set up VoiceFlow templates for outreach

Conversations

Analyze call results from outreach

Directory

Prepare contact lists

Assistants

Customize your AI assistant