Outreach Outreach is where you execute your AI calling. While Call Flows define how to make calls, Outreach is the actual execution with a specific list of contacts.
Call Flows vs Outreach Understanding the difference is key:
Call Flows Outreach Reusable templates Specific execution instances Define AI agent, script, objectives Apply a call flow to contacts No contacts attached Contacts uploaded per outreach Configure once, use many times Track real-time progress
Think of it this way: A Call Flow is your playbook. An Outreach is running that playbook with a specific roster of contacts.Creating an Outreach
Navigate to Outreach
Go to Dashboard → Outreach and click New Outreach .
Name Your Outreach
Give it a descriptive name (e.g., “January Sales Push - West Region”).
Upload Contacts
Upload a CSV file with your contact list for this outreach.
Select Call Flow
Choose which call flow configuration to use for these calls.
Configure Schedule
Set when and how fast to make calls.
Launch
Click Launch when ready to start calling.
Schedule Options Control when your outreach runs:
Schedule Description Now Start immediately Business Hours Only call during business hours Custom Set specific start/end times
Pacing Options Control how fast calls are made:
Pacing Speed Best For Slow 1 call/minute Testing, high-touch call flows Normal 5 calls/minute Standard outreach Fast 10 calls/minute High-volume call flows
You can also set Max Concurrent Calls to limit how many calls happen simultaneously.
Start with Slow pacing for new call flows 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 an Outreach From the Outreach list, click the Launch button on any “Ready” outreach.
Pause an Outreach Click Pause on a running outreach to temporarily stop calls. Use this when:
You need to update call flow settings
You’ve reached a daily limit
You want to review early results
Resume an Outreach Click Resume on a paused outreach to continue where you left off.
Delete an Outreach Click Delete to remove an outreach. Only available for “Ready” or “Completed” outreach.
Deleting an outreach removes all associated data. This cannot be undone.
Progress Tracking While an outreach runs, you can see:
Progress Bar - Percentage of contacts processedTotal Contacts - Number in this outreachReached - Contacts successfully calledAnswered - Calls that were picked upConverted - Calls achieving the call flow goal
Each contact in an outreach has its own status:
Status Meaning Pending Not yet called In Progress Currently being called Completed Call finished Failed Call failed (technical issue) Skipped Contact was skipped
Your CSV should include:
Column Required Description nameYes Contact’s full name phoneYes Phone number with country code emailNo Email address companyNo Company name
Include the country code in phone numbers (e.g., +1 for US, +44 for UK).
Example CSV name, phone, email, company John Smith, +15551234567, john@example.com, Acme Corp Jane Doe, +15559876543, jane@example.com, Tech Inc
Best Practices Test First: Run a small outreach (10-20 contacts) before launching a large call flow.
Monitor Early Calls: Listen to the first few recordings to catch any issues.
Use Business Hours: Respect time zones and call during appropriate hours.
Segment Your Lists: Create separate outreach for different contact segments.
Compliance: Ensure you have consent to call these contacts. Follow TCPA, GDPR, and local regulations.
Viewing Results After an outreach completes:
Go to Dashboard → Outreach
Click on the completed outreach
View summary statistics
Click through to Call Logs for detailed records
Next Steps
Create Call Flows Set up call flow templates for outreach
Configure AI Agents Customize your AI agent’s behavior
View Call Logs Analyze call results from outreach
Manage Contacts Prepare contact lists for outreach