Outreach FAQs

When adding a template to a sequence email, you'll be asked to decide if you'd like to clone or link the template in the sequence step:

Clone

Cloning a template is copying the text and pasting it into a new template. Any adjustments made to the text within the sequence step will not be reflected in the master copy of the template text.

Link

Linking the template will link the local template to the mastertemplate. Anychanges made to the template locally within a sequence will change the master template throughout Outreach. It also keeps the statistics on opens/clicks/replies consistent throughout the platform.

If you accidentally link a template, when you meant to clone, there will be an option to unlink at the top of the compose window.

If changes were saved to the linked templates, prior to unlinking the templates, the changes will still be reflected in the master template copy.

Templates provide you withquick access to the content you repetitively use in sequences, one-off emails, and single emails.

Create a New Template

To add a template, Actions button located at the top right hand corner and select template. If you are not on the 360 view, templates can still be accessed by clicking on the lightning bolt symbol on the top right corner of the page. blueprint

You can also navigate to the templates overview page. If your left-hand navigation bar is collapsed, this option appears under the book icon. If your navigation bar is expanded, the template overview page is found by clicking on the paper icon. On the top of the template overview page, select '+Template'

You'll have the option to create a new template from scratch, use an Outreach suggested, or clone an existing template. Select any of these options and you'll be brought to a new screen that allows you to make edits.

Give your template a unique name, which will help you identify the template for later use.

Similar to composing an email, the subject and body of the template page are associated with the subject and body of the email that will be delivered.

At the bottom of the compose window you have a number of options to select while writing your content.

From left to right:

Formatting gives you the option to change the font type and size, create bold, italicized, underlined, and striked text, add a numbered or bulleted list, and remove formatting.

Hyperlinktext to the appropriate landing page

Add an imageor GIF to make your content more personalized

Add an attachmentwith relevant information

Link tracking lets you see who hasclickeda link in theiremail template. Enabling link trackingwill give the useranalytics on how many people are using links in sequences and templates.

Open tracking enables you to see who has opened your email.Open tracking is defaulted on, and link tracking off. The options that you select on the template editing page are sticky, and will apply to any emails delivered using this template.

Add a template or sequenceand modify the content to work with for your unique prospects and workflow

Add variables, which pulls information from the prospect profile to create personalized emails. We recommend always including the first name variable in your greeting and ending your emails with the senders first name variable.

A yellow highlight indicates Outreach has prospect data that matches the information requested from the variable. (ex: {{first_name}} is looking for the prospect first name).

A red highlight indicates the prospect is missing the requested data.

A blue highlight confirms that a variable has been included that requires manual action, such as adding a note or additional information to the template. Including note and reminder variables allow you to personalize your template for manual email steps, and prevents the email from delivery without an update from you.

If your variables are not highlighted at all, one of your variables has something wrong, usually a typo. Outreach will automatically fail any content with broken variables as a safety setting.

Remove Formatting

When copying and pasting content into templates, fonts and text formats may differ. You'll be prompted to remove the formatting, which we recommend accepting to ensure the template is uniform when delivered to a prospect.

Onceyou'veconnected your calendar & configured your Branded URL, you can configure your Public Calendar Link. This link will be unique to you and will enable your prospects to easily book meetings based on the availability in your public calendar.

Personalizing your Calendar Link

When you initially connect your mailbox your public link will default to your Outreach profile username, however we recommend as best practice to change your public link to first/last name to ensure your link is unique. For example, if user John Smith had a username of jsmith in Outreach, his public calendar link would be hello.exampledomain.com/c/jsmith. We would recommend that John go into his profile settings and change it to hello.exampledomain.com/c/john-smith.

To find your personal calendar link click on the initials on the bottom of the Outreach platform.

Click "Calendar" on the top of your settings page.

Under the section labeled "Setup", you'll find the public calendar link. Enter text that makes the link personal and memorable to you.

You can easily copy the personal calendar link by selecting "Copy URL" to add to your signature or a meeting type.

[email protected]

What timezone does Public Calendar Link use?

When a prospect schedules a meeting on your public calendar, the calendar willdisplay the prospects browsers timezone. Ex: If youre viewing the public calendar in Seattle, the available times will show PST/PDT.

Please contact if you have any further questions!

Deleting a prospect will delete all associated prospect data (email history, activity history, opens, clicks, etc.), but will not delete the prospect in Salesforce.Deleting Prospects from Outreach cannot be reversed.

Delete Prospects from the listview

Click on the prospect option in the left hand navigation menu and either search for the prospect you'd like to delete

To delete a single prospect, hover over the prospect and click on the three vertical dots that appear. Select "delete".

To delete a group of prospects, filter prospects as needed.

Select the prospects by clicking on the check boxes and under the ellipses button "delete".

How does deleting a prospect in Outreach affect the lead/contact in Salesforce?

When a prospect is deleted in Outreach, the lead/contact in Salesforce will not be affected. Based on your plugin settings, the deleted prospects can be recreated in Outreach. If you have any questions, please reach out to [email protected].

Welcome to Outreach! As an Admin, the ability to configure and update platform settings is at your fingertips. Its a big job, but weve got you covered.

Below are the key steps you need to set your end-users up for success. Need more information? Each section contains links to product documentation, training content, and best practices blogs.

Branded URL

Single Sign-On (SSO)

User Management

Profiles

Org Settings

Content Foundations

Stages and Statuses

Activating Voice

Voice Admin Settings

CRM Integration Configuration

Housing Your Data in Outreach

Prospect Management

Integrations - Outreach Galaxy

Start here to set the foundation and move towards a successful launch.

Branded URL

Be in control of your links! Branded URLs allow you to personalize a vanity domain so emails are white labeled with your brand.

Setting up branded URLs before you launch the Outreach platform will:

Boost email deliverability

Increase open rates

Maintain personalization while scaling

Setup requires access to your DNS provider. Unsure who your provider is? Check with the company you purchased your domain from.

Learn more about Branded URLs.

Ready to get started? Follow this step by step guide.

Single Sign-On (SSO)

Prevent password headaches! SSO permits a user to use one set of login credentials to access various applications.

Outreach supports the following SSO providers:

Okta

Onelogin

Salesforce

SAML IdP

Learn more about SSO setup and support.

User Management

Invite your users! User Management is critical to preserving historical data and giving your end-users access.

Note:

Invite your end-users after you have completely configured the platform.

Deleting a user is not permitted. Instead, learn how to lock a seat.

Never repurpose a seat for a new user.

Learn more about adding a new user.

Profiles

Assign user permissions! Profiles govern what features individuals are able to access in Outreach. All employees are important, but not all should have the same level of access.

Learn more about Profiles.

Ready to get started? Follow this step by step guide.

Org Settings

Ensure emails make it to prospects! Org Settings allow you to set restrictions that create safeguards and maintain consistency.

Learn how to configure:

Email limits

Unsubscribe links

Default fonts

Communication preferences

OOO return date extraction

Safety settings, including hiding emails and restricting outbox and activity feed

Content Foundations

Leverage the power of automation! Establishing a strong content foundation, using rulesets and schedules, gives you control of sequences.

Rulesets. Automate how your prospects move through a sequence.

Configure your rulesets

Schedules. Control what days and times your sequence operates.

Create and customize your schedules

Collections. Organize your content by groups to support your company at scale.

Build your collections

Learn more about Rulesets, Schedules, and setting up A/B Testing in your sequences.

Stages and Statuses

Keep track of your prospects! Assigning Stages allows you to see where a prospect stands in a sequence and the general sales cycle.

Unlock the ability to auto-update your prospect in Outreach based on these events:

An email bounces

A Prospect opts out

You add a prospect to a sequence

Youve completed the first email or call

A prospect replies

You mark a prospect as finished with no reply

Note: Salesforce statuses and Outreach stages must match exactly, including spacing and capitalization.

Learn more about Assigning Stages and Mapping Salesforce Statuses to Outreach Stages.

Activating Voice

Make phone calls a breeze!Voice empowers reps to better execute call tasks by identifying opportunities to improve.

Before configuring Voice. Review the required network settings.

After configuring Voice. Have each user set up their individual Voice configuration.

Learn more about Outreach Voice.

Ready to get started? Follow this step by step guide.

Voice Admin Settings

Go further with Voice! Voice Admin Settings, like dispositions and purposes, give call logs more context. Providing depth to call logs, will increase awareness and provide actionable takeaways.

Call purpose. Allow reps to choose the purpose of a call.

Call disposition. Allow reps to choose the outcome of a call.

Note: Outreach requires your reps to enter a call disposition. Doing so will trigger whether your prospect remains in sequence or not. Outreach does not require reps to enter a call purpose.

Ready to get started? Follow this step by step guide.

Concerned about two-party consent for call recordings? Restrict specific area codes.

CRM Integration Configuration

Connect your data! CRM Integrations enhance your platform with seamless communication workflows.

Salesforce - Quick Start:

Ensure you meet the minimum requirements

Check your salesforce version

Connect to your sandbox environment

Learn more about integrating Salesforce.

Ready to get started? Review the Salesforce Configuration Overview.

Need more resources? Register for our on-demand Salesforce Plugin for Admins course.

Dynamics - Coming Soon

Build an Integration - Quick Start:

Review our API documentation

Request API access

Housing Your Data in Outreach

All your data in one platform! If youdon'thave a CRM or the integrationisn'tavailable yet, you can House your Data in Outreach.

Before you import your data, be sure to setup the appropriate fields and validations:

Assign custom fields

Construct Outreach stages

Create picklist validations

Add tags

Consider how you want to organize your data:

Stand alone prospects, no account association.

Import prospects via CSV file

Prospects under one umbrella, account association.

Import prospects via CSV file

Assign prospects to an account

Prospect Management

Keep prospect data accurate, relevant, and actionable! Once your data is in Outreach, youll want to learn the basics of Prospect Management. By managing your prospects, youll maintain quality data that your reps can trust.

Key resources for prospect management:

Editing prospect records

Bulk modifying prospect and account fields

Configuring personas

Opting out prospects

Building Smart Views

Learn more about Prospect Management.

Integrations - Outreach Galaxy

Outreach Galaxy - All the tools you use for sales, on one single pane of glass.

Discover all of our integrations.

Reply emails are used to follow up on previously sent emails to create an email chain commonly seen when a person replies to your message. It's essentially like going into your Sent folder and replying to a message you've already sent.

Reply emails will have the normal Re: shown at the beginning of the subject line, and can be added as part of a sequence step.

Creating a Reply Email

Create a new sequence or add a step to an existing sequence. Make sure that this new step is not the first email step of the sequence. If it is the first email step, your email will fail when Outreach tries to deliver it.

Select "Auto Email" under the step type, determine the interval or date/time for delivery (depending on your sequence type ) and save your step. follow-up sequence

The template pop-up box will appear where you create the content of your email. On the top of this box is the template "Type". Change the template type from "New" to "Reply".

When the reply step of the email is delivered to the prospect, it will attach to the previously created email thread. Using multiple reply emails will continue to add to the email thread. Once a "New" email is delivered, the reply thread will start over.

Note: Unless using a, the first email step of a sequence cannot be a reply email, because there is no parent message for Outreach to reference and attach as a referenced email chain.

This feature allows you to import your own phone number so that it may be used within Outreach. In doing so, this allows you to customize the outbound caller id to match your cell/desk phone.To clarify, using Custom Caller ID means prospects will see your number as the caller id, rather than an Outreach purchased numberwhen dialing prospects through Outreach.

FAQs:

Q: Does importing my number cost anything?

A: Importing your own number is free! This means that you do not have to pay (~$1/month) to purchase and utilize an Outreach number.

Q: If the prospect dials back the number, does it go to Outreach?

A: When a prospect calls you back, it will be routed directly to your device. This means your device will show who is calling you rather than the Outreach number, removing the need to check your incoming and missed calls by logging in to Outreach.

Q: Can I still use Local Dial?

A: Imported phone numbers can be used for local dial in the same fashion purchased Outreach numbers are used for local dial. This means that when using local dial, Outreach will automatically use the imported phone number if it matches the prospect's area code.

Q: Is this available for only VOIP calls?

A: You can dial out using VOIP or Bridge with the imported number. Please note with Bridge, Outreach will connect with the bridge device via the Outreach HQ number (+1(888)938-7356).

Q: I called myself using the custom caller id feature to test it out, and it went straight to Voicemail! Will this happen when I dial to prospects using a custom caller id?

A: Some carriers (such as T-Mobile) will route straight to voicemail when the phone receives a call from its own number.Therefore for test purposes its best to dial out to a different number that is not being used as the custom caller ID.

Q:Will I be charged by both my carrier and Outreach to use my number?

A:Outreach is using your number to dial out, but your carrier is not involved. To clarify, with Custom Caller ID you're actually dialing out using an Outreach number, but the number that your customer/prospect sees is the number you import into Outreach. As a result, you will only be charged for minutes used in Outreach. Your carrier is not actually involved in the call.

Setting up Custom Caller ID

Click on the settings icon indicated by your initials located at the bottom left of your screen and on the top of the page select "Voice".

Find the section labeled "Outreach Phone Numbers" and find the "Import my number" button.

Insert your device's number and click "Verify". Your phone will receive a call. Answer the call and insert the 6 digit verification number shown on your screen.

Click "Save" located at the top right hand corner, and then refresh your page. Your imported number should now be listed under "Outreach Phone Numbers".

For any questions or feedback, please reach out to [email protected].

As you expand your sales motion, you may need to add new users in Outreach. Outreach admins have the option to do this right within the platform.

Add a New Outreach User Seat

Click on the initials on the bottom left hand corner of the Outreach platform.

On the settings panel that appears, find the section labeled "User Admin" and click into "Users". If you do not see the "users" option on the settings panel, find the silhouette icon found on the left hand navigation panel.

On the top right hand side of the page, you'll see the number of available Outreach user seats you have available. If you do not have any user seats left, please email [email protected].

If you have available seats, Click "+User" on the top right hand side of the page.You'll be brought to a new page in Outreach where you can fill out the new user information. We require the first name, last name, Outreach ID, and email address to create a new user. You can fill out additional fields, including assigning a Governance Profile and title, as needed.

We also suggest checking the box to send the user an invitation to log into Outreach by checking off the "Send Invite" checkbox.

Save your changes

Common Errors when Adding a New Outreach Seat

Email has already been taken: that means there is a user in your org with that email. You can filter for "locked" users to find that user and unlock their seat.

Nothing happens when you click 'save': you don't have any free licenses. Please email [email protected] to purchase more licenses.

Picklist support allows Outreach admins to define specific values for a prospect or account field. By creating a picklist in Outreach, Admins can mirror the picklist validations in Outreach to any used in your CRM, ensuring data remains accurate and consistent for new values added to prospects and account fields.

For sales reps, picklists help you remember correct field names, and ensure they're logged correctly to match the ones in your CRM (i.e. Entering health-care vs healthcare) - increasing efficiency and accuracy.

Note: Picklist support can be used even if youdon'tuse a CRM! Its a great way to ensure that data entry from your team is pristine and consistent.

What Picklist Fields are Supported?

On Accounts - All custom fields, Industry, Locality, and Type

On Prospects - All custom fields, Region, and State

On Opportunities- All custom fields, Contact Roles, and Type

Creating a Picklist in Outreach

To set up picklist validation in Outreach, admins will need to create a picklist in Outreach that matches the field names in your CRM.

Click on your initials on the bottom left hand corner of the Outreach platform

On the settings panel, find the section labeled System Config and select Validations

On the top right corner of the page, click the Add button to create a new picklist this article

Select whether the fields are related to a prospect, account, or Opportunity and select the field that the picklist applies to.

On the next page, start adding the picklist values that exist in your CRM, if your company uses one. If these fields are syncing to a CRM, the Outreach picklist values must match the corresponding CRM values 1:1, including spacing and capitalization, to sync correctly. You can quickly add additional values by clicking enter after each entry. If you make a mistake, click on the trash can symbol to remove the incorrect picklist value.

Onceyou'vecompleted adding the picklist values, select create.

Once a picklist is created, the associated field will appear as a dropdown menu on each individual prospect and account.

To learn how to update existing prospect and account fields with the new picklist values, read .

Note! Before completing this process, contact Support to confirm your Alias Mailbox has been added.

Setting up the Alias Gmail Account

Access the Outreach Platform.

Click on the User's initials in the bottom left-hand corner of the sidebar.

On the Settings landing page, click the Mailboxes option in the menu bar.

In the Mailboxes configuration page, click theSet up an account option.

the Support Portal

Select Gmail API (recommended) from theEmail Provider: dropdown menu.

Input your alias email address in the Email: field.

Input your primary email address in the Username: field.

Access your Gmail account and turn on 2-Step Verification.

Create an App-Specific Password for Outreach

Sign into your Gmail account and click your avatar.

Click My Account.

Click Signing into Google under the Sign-in and Security settings in the navigation pane.

Click App Password.

SelectOther (Custom Name) from the Select Apps dropdown menu and input Outreach. Note:An app-specified password is generated for Outreach.

Highlight and copy the password.

Return to your Outreach mailbox settings and input the app-specific password that you generated from Gmail into the Password field.

Press Enter and enable the SendingandSyncing options.

Click Save. Your account has been updated successfully.

Note:Both 2-Step verification and app-specific password settings may be controlled by your G-Suite Admin or internal IT team. If you cannot access these features, contact your internal teams to verify these features are available.

For more information, refer to the following Google Support document: Sign in using App Passwords

Troubleshooting Common Errors

Send Option Not Enabled

If your Send toggle is not green, complete the following troubleshooting steps:

Click Show Advanced Send Settings.

Input the Primary email address in the SMTP Usernamefield.

Input the Google App Password in the SMTP Password field.

Toggle the Sending toggle.

Note: If the toggle does not turn green, contact the Support Portal.

Sync Option Not Enabled

If your Sync toggle is not green, complete the following troubleshooting steps:

Click show advanced sync settings.

Confirm the IMAP Host information is entered correctly and the Use IMAP SSL/TLS is checked.

Click to toggle on the Syncing option.

Note:If the toggle does not turn green, contact .

Each individual has the option to tailor which tiles appear in Account and Prospect overviews. Modifications made are unique to the individual, meaning changes to these tiles will only be reflected to the individual making the changes.

Customizing Sales Intelligence Tiles

To customize your layout, select one of the system layouts and select "edit". Click on "clone", which is the option that gives you the ability to customize with your preferences.

Adjust the layout name, owner, and privacy settings.

Once complete, you'll be brought to the layout editor.The layout editor allows you to:

Add and/or remove tiles

Drag and drop tiles to reorganize their placement (click to drag and drop)

Resize tiles (click bottom right corner and drag to resize)

Note:Any changes made to customize the layout of Intelligence Tiles are unique to the specific user and are not reflected org-wide to other users. If you have access to someone else's layout and make adjustments, it won't affect the parent layout.

Integration with Office 365 is verysimple, and is the first step that needs to be taken to start using Outreach. You can choose to connect via OAuth 2 (recommended), or with your Office 365 login credentials.

Connecting Outreach with Office 365 OAuth2

Click on the initials on the bottom left hand side of Outreach.

Select "mailboxes" on the top of the page and click "edit". If this is your first time setting up your mailbox, the box will say "set up your account".

Under the email provider dropdown menu, select "Office 365 OAuth2".

Click "Connect with Office 365 and enter your Office 365 or SSO credentials.

Enable sending and syncing. The toggles will turn green if we're able to connect to the mailbox.

Save your changes.

Connecting Outreach with Office 365

Click on the initials on the bottom left hand side of Outreach.

Select "mailboxes" on the top of the page and click "edit". If this is your first time setting up your mailbox, the box will say "set up your account".

Under the email provider dropdown menu, select "Office 365". Click "Change Password", add your Office 365 password, and click enter.

Enable sending and syncing. The toggles will turn green if the connection to your mailbox is successful.

Note: Errors that read "Unauthorized request" indicate an incorrect username or password

**if your mailbox hasn't been set up yet, it will say "set up account" instead of "edit"

Check the status of outages or any performance issues at status.outreach.io. Interruptions in service and scheduled downtime will both be updated to the status page.

support

You will see your Outreach account location listed at the top of the page in a yellow banner. The example above shows the location "App1d." Scroll down to expand the list of features and their statuses for your location. Hover over the question mark icon to see more information about that feature.

Subscribe to Updates

To receive updates on incidents, click the blue "Subscribe to Updates" button in the top-right corner of the status page. Subscribing to updates by email will notify you of any newly created, updated, or resolved incidents. Subscribing to updates by text will notify you of any newly created or resolved incidents.

If you are experiencing problems connecting to Outreach and do not see a notice posted, please submit a request to .

To get started using Outreach Voice, there are a few settings you need to put in place for the feature to activate. However, before moving forward, we recommend reviewing our network requirements with our IT team. This will ensure a smooth and seamless voice experience!

Add an Outreach Phone Number

Click on the initials on the bottom left hand side of the Outreach platform and on the top of the page, select "Voice". Inbound Voicemail

Under "Outreach Phone Number", you have three options:

Import your number - This is a number that you already own, and would like to use in Outreach. If you choose this option, you'll still need to purchase an Outreach number (see the third bullet point). However, when you dial out of Outreach, your imported number will appear to the prospects. Please review the custom caller ID article to review FAQ and see the steps required to import your number.

Local Dial - Outreach will add a new number to your account each time you call into a new area code. The Outreach number will have an area code that matches, or is close to the geographic area of, the number you are calling. Each additional local number that is added to your account has an additional expense.

Purchase a new number - This number cannot and should not be a number that you already own, but a net new number that will be used by Outreach to connect to your prospects.

Once you have selected a phone number, you will see a phone icon displayed in the upper right of your account. This indicates Outreach Voice has been set up and can be used to call your prospects.

Make sure you select "make a default" next to the option you prefer (an Outreach-specific number, an imported number, or local dial). Save your changes!

Select a Call Type

Once you've added an Outreach number, you'll need to determine whether you want to use Bridge or VOIP.VOIP simply means "voice over IP". If you have ever used Skype, you have used a VOIP solution. When you use VOIP, you are calling via the browser, allowing you to plug your headphones directly into your computer.Dialing by bridge functions by dialing the outbound number through the Outreach Voice system (from your Outreach Voice number) and dialing your landline or mobile number, in order to establish a connection through the standard telco lines. While this method is very high in audio quality, it is less economical than VOIP. You can review the pros and cons of each option here.

In the voice settings tab, found under your settings, scroll down the page until you see a section labeled "Call Type". The dropdown menu will have two options: VOIP or Bridge.

If you select VOIP, you'll have the option to set an inbound call option. This setting tells Outreach what to do if someone calls int your number.

Inbound Bridge - send inbound calls to a number outside of Outreach. This is usually your work phone or cell phone. If you select this option, you'll need to add your inbound bridge phone number.

Inbound Voicemail - send inbound calls into Outreach to answer and, if missed, create an Outreach voicemail.

Choosing to use Bridge has similar setup requirements.

Inbound and Outbound Bridge -You'll need to select an inbound and outbound bridge number, which can be the same number or two separate numbers.

- Send inbound calls into Outreach to answer and, if missed, create an Outreach voicemail.

Depending on yourorg's governance settings users canedit their own sequences (Admins are always able to edit sequences, even if they aren't the owner). You can edit a specific stepby going to your sequence, hovering over a step, clicking the down arrow on the far right, and selecting edit.

Sharing

Editing a stepwill allow you to changethe following:

"Steps by Interval" Sequences:

Step Type

Auto Email, Manual Email, Phone Call, or Generic Task.

Time interval to wait

For Auto Emails, Outreach will wait this amount of time from when the prospect enters the step before sending the email out.

For Phone Call or Generic Tasks, the task will be created when the prospect enters the step, then the task will be due in that interval of time.

Schedule

"Steps by Date" Sequences:

Step Type

Auto Email, Manual Email, Phone Call, or Generic Task.

The exact date/time you want the email to send or task to be due.

Editing Sequence Settings

You can also edit your sequence settings by going to your sequence, then clicking on settings.

Here are the things you can edit in your sequence settings:

Sequence Name

Sequence Ruleset

Delivery Schedule

Sequence Ownership

Sequence Throttle

Sequence

You can select the font type and size in all compose windows. This includes single emails, templates, snippets, and your signature.

The font selector is found under the A in the compose window for templates, snippets, one-off emails, and your signature where youll see a dropdown menu of available fonts and four different sizes.

If you already have templates and sequences created in Outreach's default font, you'll need to manually update the text to reflect your new font selection.

Outreach admins can configure additional public calendar fields on the "Schedule a Meeting" form. This helps collect new information from new or existing prospects while scheduling meetings. These fields can be required for a customer to book time, or set as an optional field.

Note: First name, last name, and email address will always be required.

Create New Public Calendar Fields

Click on the initials on the bottom left hand corner of the Outreach platform.

On the settings panel, find the section labeled System Config and select Meetings.

Youll see two additional options - Company and Phone Number with a drop down menu supporting three different options:

Do Not Display: The field will not appear when the prospect books a meeting through the public calendar link.

Display - Required: The field will appear and when the prospect books a meeting through the public calendar link and is required information before they can confirm the meeting.

Display - Not Required: The field will appear when the prospect books a meeting through the public calendar link, but it is optional information.

The next time a prospect books a meeting through your public calendar link, theyll see the new calendar fields. An asterisk next to the field indicates its required. If there is no asterisk, the field is optional.

If a prospect does not fill out a required field, theyll get an error message that says Please fill out this field.

Outreach Opportunities allows users to manage and track opportunities through the entire sales pipeline, enabling them to engage in more meaningful ways and measure revenue attribution down to the activity.

We suggest having an Outreach Admin follow our comprehensive setup guide to use Outreach Opportunities effectively. The setup guide will walk you through the following topics:

Creating the opportunity stages in Outreach

Adding custom fields for opportunities in Outreach

Creating a picklist field for Contact Roles

Updating your CRM plugin

Updating governance profiles to permit or deny access and actions on Opportunities

Import historic opportunities

Create Opportunity Stages in Outreach

Click on the initials on the bottom left hand side of the Outreach platform.

On the settings panel, find the system labeled System Config and select Opportunity.

On the top of the page, Select "Stages". this article

Removeany stages that are not needed and add stages as they appear in your CRM. The name of the stage needs to be mapped 1:1, including spacing and capitalization to ensure proper sync between Outreach and your CRM. For example, if you have the stage 'Redlines' in Outreach, you need to have the same status ''Redlines in your CRM.

Make sure youre using stage names that are useful to your business and workflow. For example, you may need Opportunity stages for your new business pipeline, but might not find them necessary for account renewals.

Add Opportunity Custom Fields

With custom fields, you can create exactly the fields you need to hold the information that's most important about your Opportunities. In essence, custom fields help accommodate non-standard fields in your CRM that you want to use in Outreach.

Naming your custom fields is helpful to keep everything linear across the whole org and ensure people are importing the correct information into the correct custom fields. This also allows them to show up as a named field on the Opportunity level within the plugin field mappings for your CRM.

Outreach defaults every user to 35 custom fields, but more can be added to your account if requested.

Click on the initials on the bottom left hand corner of Outreach

Under "System Config" select "Opportunity"

You'll see a list of custom fields where you can create labels, which will help you identify what information is being pulled into Outreach from your CRM.

Once a custom field label has been entered and saved, that field will be available in the Opportunity settings. You can also apply picklist validations to your custom fields. See the next section for more info.

Note: Outreach Custom fields are limited to 30k characters.

Create your Contact Role Validation Picklist

Picklist support allows Outreach admins to define specific values for a prospect or account field. By creating a picklist in Outreach, Admins can mirror your CRM picklist validations in Outreach, ensuring data remains accurate and consistent for new values added to prospects and account fields.

For sales reps, picklists help you remember correct field names, and ensure they're logged correctly to match the one in SFDC (i.e. Entering health-care vs healthcare) - increasing efficiency and accuracy.

Note: Picklist support can be used even if youdon'tuse a CRM! Its a great way to ensure that data entry from your team is pristine and consistent.

To set up picklist validation in Outreach, admins will need to create a picklist in Outreach that matches the field names in your CRM.

Click on your initials on the bottom left hand corner of the Outreach platform

On the settings panel, find the section labeled System Config and select Validations

On the top right corner of the page, click the Add button to create a new picklist.

Select Prospect Roles from the Type dropdown menu. Under Field, select Role. (To apply picklist validation to a custom field, select "Opportunity" from the "Type" dropdown menu. Under "Field", select the desired custom field.)

On the next page, start adding the picklist values that exist in your CRM, if your company uses one. If these fields are syncing to a CRM, the Outreach picklist values must match the corresponding CRM values 1:1, including spacing and capitalization, to sync correctly. You can quickly add additional values by clicking enter after each entry. If you make a mistake, click on the trash can symbol to remove the incorrect picklist value.

Onceyou'vecompleted adding the picklist values, select create.

Once a picklist is created, the contact role will appear as a dropdown option when assigning a prospect to an Opportunity.

Setup the Plugin for your CRM

With your CRMs plugin, you have the option to bring Opportunities into Outreach automatically from your CRM.

We recommend keeping outbound create and update off. Opportunities can have many validation rules that must be met to create new Opportunities or update existing Opportunities. Because there is no visibility into those validation rules from within Outreach, the creation and updating of Opportunities should remain in your CRM.

If you use Salesforce, a comprehensive step-by-step guide to the Salesforce plugin can be found here. If you have been working with your Customer Success Manager or the support team to enable Advanced Task Mappings on your account, please review the Salesforce setup steps found in .

Assign Governance Profile Settings

Each profileis configured to allow and deny certain permissions. By default, non-admins will not be able to create, edit or see the Opportunities dropdown option (more details below).

Some individuals may need to have access to certain actions. For example, the SDR team may be in charge of creating an Opportunity once they have a confirmed SAL/MQL, but only the AE should be permitted to make edits to the Opportunity as the deal moves through the pipeline.

To permit or deny certain actions, Outreach Admins can update the different Governance Profile Settings.

There are a few reasons organizations would want to enable or disable profile settings for Outreach Opportunities:

The Outreach and CRM Admins want to limit manual updates to opportunities.

The Outreach and CRM Admins want to adjust the plugin and Opportunity Stages before allowing access to Opportunities for their Outreach users

One team needs access to the Opportunities in Outreach (eg. AE), while other teams do not (eg. SDRs)

Adjusting the Outreach Opportunities Governance Profile Settings

Click on the initials on the bottom left hand side of the Outreach platform and under "User Admin" select "Profiles".

Select the profile that needs adjustment. You'll be brought into an overview page of every setting that has associated changes.

Scroll down the page until you see the section labeled "Opportunities". From the dropdown menu, select "Permitted" or "Denied" for each of the following options:

Can Use Opportunities

Permitted - Individuals that are assigned to this governance profile are allowed to use Outreach Opportunities.

Denied - Individuals that are assigned to this governance profile are cannot use Outreach Opportunities.

Create

Permitted - Individuals that are assigned to this governance profile are allowed to create opportunities.

Denied - Individuals that are assigned to this governance profile are cannot create opportunities.

Edit

Any opportunity- Users can make changes to opportunities owned by anyone in their instance.

Opportunity owned by user or its subordinates - Users can make changes to opportunities they own and team leaders can also make changes to opportunities owned by members of their team.

Opportunity owned by user -Users can only make changes to opportunities that they own.

Disabled -Users are unable to edit any opportunities.

Activities Get Associated with Opportunities

Permitted - Activities completed by the user will be associated with the prospects opportunities.

Denied - Activities completed by the user will not be associated with the prospects opportunities.

Association dropdown

Permitted - Individuals that are assigned to this governance profile are allowed to manually associate activities with opportunities, via a drop-down when completing an activity.

Denied - Individuals that are assigned to this governance profile are unable to manually associate activities with opportunities. Instead, activities will be automatically associated with the prospects most recently created or updated open opportunity depending on the setting selected in Opportunities settings.

Import Historic Opportunities

There are two options for importing historic opportunities into Outreach: CSV File or Salesforce report. Well walk through both options.

Import an Opportunity Salesforce Report

If you use Salesforce, follow these steps to import an Opportunity Salesforce Report into Outreach:

Click the "Quick Action" or the lighting icon in the upper right hand corner and choose "Bulk Create"

On the import page, click on the dropdown and select Opportunity Salesforce Report. Note:Your Salesforce report must be saved in the Unfiled Public Reports folder to successfully import into Outreach.

Select the appropriate report and click Next on the top right hand side of the page.

Map the columnsof your Salesforce Report to corresponding fields in Outreach. For example: "Opportunity ID" field in Outreach is mapped to the "Opportunity Name" column in the Salesforce report. If there are fields that aren't needed in Outreach, you can leave the mapping blank and they will not be imported into Outreach.

Click next and on the third import screen select an owner for all the records in the Salesforce report. You will have have the following options:

The owner will default to the individual importing the Opportunity. You can select a new owner from the dropdown menu or select "use owner from data", found at the top of the dropdown menu.

Decide what to do with duplicates. Update Missing Fields will update only fields on the prospect that are not already present. Overwrite Existing Fields will replace existing information on the prospect with the information contained in the spreadsheet (overwritten fields only apply to fields mapped in the second step of the import). Skip will skip updating information on prospects that already exist in Outreach.

Add tags to the list of records to easily find and group them together (optional)

Load additional data from Salesforceto sync the Opportunities with their corresponding Accounts, prospects, and Opportunity Roles with the corresponding lead/contact in Salesforce.

Click "Next" and "Start Import" when you're ready.

Import an Opportunity CSV File into Outreach

CSV files are a reliable way to import a list of Opportunities into Outreach. A CSV is a "comma separated values" file, which allows data to be saved in a table structured format, similar to Excel files (.xls).

Note: The Closed Date field must be in MM/DD/YYYY (Month/Day/Year) format.

Click the "Quick Action" or the lighting icon in the upper right hand corner and choose "Bulk Create"

On the import page, click on the dropdown and select Opportunities comma-separated values file (.csv). Select your file and click the Nextbutton on the top right corner.

Map the columns of your CSV to corresponding fields in Outreach. For example: "Name" field in Outreach is mapped to the "Opportunity Name" column in the CSV file. If your CSV file contains data that is not relevant for Outreach, you can leave them unmapped and they will not be imported into Outreach.

Click next and on the third import screen select an owner for all the records in the CSV. You will have have the following options:

The owner will default to the individual importing the Opportunities. You can select a new owner from the dropdown menu or select "use owner from data", found at the top of the dropdown menu.

Decide what to do with duplicates. Update Missing Fields will update only fields on the Opportunities that are not already present. Overwrite Existing Fields will replace existing information on the Opportunities with the information contained in the spreadsheet (overwritten fields only apply to fields mapped in the second step of the import). Skip will skip updating information on prospects that already exist in Outreach.

Add tags to the list of records to easily find and group Opportunities together (optional)

Load additional data from your CRM to sync the Opportunities with the corresponding data in that CRM.

Click "Next" and "Start Import" when you're ready.

Mapping Opportunity Stages in Outreach

Before configuring your Opportunity Stages in the Salesforce plugin, you need to add the Opportunity Stages that exist in Salesforce to the stage options in Outreach.

Click on the initials on the bottom left hand side of the Outreach platform.

On the settings panel, find the system labeled System Config and select Opportunity.

On the top of the page, Select "Stages". map them 1:1 in the plugin

Remove any stages that are not needed and add stages as they appear in your CRM. The name of the stage needs to be mapped 1:1, including spacing and capitalization to ensure proper sync between Outreach and your CRM. For example, if you have the stage "Redlines" in Outreach, you need to have the same status "Redlines in your CRM.

Once you have configured your Outreach Stages, the next step is to .

Adding Opportunity Stages to the Salesforce Plugin

If you are using Salesforce, follow these steps to add your Opportunity Stage names to the plugin:

Click on the initials on the bottom left hand side of the Outreach platform. Find the section labeled System Config and select Plugins.

Click into your plugin, then click into the "Opportunity Stage" object.

On the top of the page, Click in the "Mappings" tab and on the top right corner, "Add" Opportunity Stage mappings.

Continue to add the mappings until all Salesforce Opportunity Stages exist in the plugin.

Sequences are used to initiate multiple touch points, and manage your prospects through a consistent cadence of engagement.Sequences log and display more data around performance and retain that data historically for each prospect.

Bulk compose emails are a single, one-time email that is personalized with variables and delivered to multiple prospects.

If you would like to track replies to a specific email, we recommend creating a sequence, since they are designed to present this information to you in an easily-digested manner, unlike bulk emails.

NOTE:If you include multiple prospects within a bulk email, prospects will NOT be able to see the other prospects that were included in the bulk compose. Any variables used in the compose window will personalize the content to each individual.

CSV files are a reliable way to import a list of prospect (Contact or Lead) records into Outreach.A CSV is a "comma separated values" file, which allows data to be saved in a table structured format, similar to Excel files (.xls). CSVs look like a garden-variety spreadsheet but with a .csv extension.

To create a CSV file from an Excel file, choose the Save As option and change the file type to .csv - Comma Separated Values.Outreach cannot import Excel files.

What if the prospect already exists in Outreach?

Outreach will automatically dedupe all prospects based on their email address. If email address is not included in the CSV file, Outreach can instead use either a Github or Twitter Username as a unique identifier.

Import a CSV file into Outreach

Click the "Quick Action" or the lightingicon in the upper right hand corner and choose "Bulk Create"

Select your file and click the Next button on the top right corner.

Map the columns of your CSV to corresponding fields in Outreach Example: "First Name" field in Outreach is mapped to the "First Name" column in the CSV file. The owner will default to the individual importing the prospect. To set a new owner, map the Outreach User ID to the Owner ID on this step of the import

Click next and on the third import screen select an owner for all therecords in the CSV. You will have have the following options:

Decide what to do with duplicates.Update Missing Fieldswill update only fields on the prospect that are not already present.Overwrite Existing Fieldswill replace existing information on the prospect with the information contained in the spreadsheet (overwritten fields only apply to fields mapped in the second step of the import).Skipwill skip updating information on prospects that already exist in Outreach.

Add a stage to the list of prospects (optional)

Add a timezone that will apply to the list of prospects (optional)

Add tags to the list of records to easily find and group them together (optional)

Load additional data from Salesforce to sync the prospects with the corresponding lead/contact in Salesforce.

Click "Next" and "Start Import" when you're ready.

*Note: We do not support UTF-8 files and special characters.

Before you can take advantage of Outreach Meetings, you'll need to connect your calendar to Outreach.

1. Click on the initials on the bottom left hand side of Outreach and select "Calendar" on the top of the page.

2. Click on the calendar link, which will open a pop-up modal.Enter your credentials as needed and select "Accept".

3. You'll know the connection was successful if calendar settings appear.

If you do not see "Calendar" on the top of your settings page, please reach out to [email protected].

If you have any long-term events you'll want to ensure that you set that event to "Available" and "Visible" otherwise your calendar will display no availabilities for the duration of that event.

The Outreach Everywhere Chrome Extension works in Gmail, Salesforce Lightning, and Salesforce Aloha ("Classic"). To access these features, you need to download the Chrome Extension from the Chrome WebStore.

Adding the Chrome Extension

If you do not already have the Chrome Extension, there are a few ways to add it to your browser:

Open your Chrome browser and in the URL field type chrome://extensions. Click on the hamburger bar on the left hand side of the page and select "open chrome webstore" Outreach Everywhere settings

Search for Outreach Everywhere in the search field found on the top left hand side of the page. Click on the Outreach Everywhere extension. When the pop-up window appears, click on Add to Chrome on the top right side of the page. When prompted with a dialog box, select "Add Extension".

3.Once installed, right click the Outreach logo on the top right of your chrome window. Select options and "Open Outreach Everywhere Settings" to review the .

Outreach is built to increase your pipeline and by allowing you to email a lot of prospects. Searching for single prospects takes a long time, so its better to segment searches using Boolean searches.

Searchable Fields and Formatting Your Search

Below is a chart containing available attributes a that you can use to search in Outreach. The general format isexample:""(or -example:"" for the inverse). The quotation marks ("") are there so that Outreach can search for everything in between them. Having nothing in between means it will search for prospects that have nothing in that field. So, if you'd like to search for prospects that do not have a company listed, you can search using company:"" and the search will populate with prospects that do not have a company.

Field Attributes

Quick Explanation

Example

account

Account Name

account:"Outreach"

account_id

Account ID in Outreach

account_id:"12334"

active_sequence

Name of the sequence or determine whether a prospect is active in a sequence

active_sequence:"Outbound"

active_sequence_id

ID of the sequence in Outreach

active_sequence_id:"1"

active_sequence_name

Name of sequence

active_sequence_name:"Inbound"

active_task_count

Number of active tasks associated with prospect

active_task_count:"2"

address_city

City where prospect is located

address_city:"Seattle"

address_country

Country where prospect is located

address_country:"USA"

address_state

State where prospect is located

address_state:"CA"

address_street

Street of prospect (line 1)

address_street:"3400 Stone Way"

address_street2

Street of prospect (line 2)

address_street2:"Suite 9A"

address_zip

Zipcode of the prospect

address_zip:"98115"

available_at

Date/time the prospect is available to work

available_at:[2017-05-09 TO 2017-05-15]

campaign_name

Name of campaign

campaign_name:"Hubspot inbound"

company

Company assocaited with prospect

company:"outreach"

company_followers

# of company followers

company_followers:"100"

company_founded_at

Founded date of company

company_founded_at:"2013"

company_industry

Company industry

company_industry:"retail"

company_linked_in

LinkedIn URL of the company

company_linked_in:"https://www.linkedin.com/company/outreach-saas"

company_linked_in_employees

# of employees at company

company_linked_in_employees:"100"

company_locality

Company location

company_locality:"Seattle"

company_natural

Natural name of company

company_natural:"outreach"

company_size

Company size

company_size:"100"

company_start_date

Date/time prospect started at current company

company_start_date:[2017-05-09 TO 2017-05-15]

company_type

General business type

company_type:"Public"

created_at

Date prospect was created

created_at:[2017-05-09 TO 2017-05-15]

creator_id

Outeach ID of the user that created the prospect

creator_id:"1"

current_sequence_id

Outreach ID of a sequence

current_sequence_id:"4"

current_sequence_name

Sequence name

current_sequence_name:"Outbound"

current_sequence_status

Sequence status (active, paused, opted_out, disabled, failed, bounced)

current_sequence_status:"active"

current_sequence_step

Current sequence step #

current_sequence_step:"5"

current_sequence_step_due

Task due date

current_sequence_step_due:[2017-05-09 TO 2017-05-15]

current_sequence_step_type

Sequence step type (automatic, manual, general)

current_sequence_step_type:"automatic"

current_sequence_user_name

The full name of the user who's currently sequencing the prospect

current_sequence_user_name:"Andrew Smith"

current_sequence_user_sfdc_id

The SFDC id of the user who's currently sequencing the prospect

current_sequence_user_sfdc_id:"9824982AAe"

custom1

Custom field 1 value

custom1:"outreach rocks"

degree

Prospect school degree

degree:"CS"

email

Primary email of the prospect (same as email1)

email:"[email protected]"

email1

Primary email of the prospect (same as email)

See email

email2

Secondary email of the prospect

See email

email3

3rd email for prospect

See email

email4

4th email for prospect

See email

email5

5th email for prospect

See email

engaged_at

The date the prospect was engaged (email open, click, reply)

engaged_at:"YYYY-MM-DD"

engaged_score

The engagement score assigned to a prospect. Score is a sum of points based on email opens, clicks, and replies. When a new email is delivered, the engagement score is reset.

engaged_score:"3"

event_name

Event

event_name:"Dreamforce"

external_id

ID of prospect in Salesforce

external_id:"003d000003DmLgnAAF"

external_owner

Owner in Salesforce

external_owner:"Andrew Smith"

external_source

Source indicating where prospect was created

external_source:"outreach-extension"

facebook

Facebook URL

facebook:"https://www.facebook.com/pages/Outreachio/1608487936060586"

finished_sequence

Prospect that are in the 'finished' state in a particular sequence

finished_sequence:"Outbound"

first_name

First name

first_name:"Andrew"

full_name

Full name

full_name:"Andrew John Smith"

gender

Gender

gender:"male"

has_account

Has an account / account name

has_account:"Outreach"

home_phone

Home phone #

home_phone:"+1 (206) 657-5848

id

Outreach ID of prospect

id:"45434"

import_id

Import ID of the import that created the prospect

import_id:"38929"

is_ooto

Prospect that are currently in the 'paused' state due to OOTO reply

is_ooto:"*"

job_start_date

Start date of the job

job_start_date:[2017-05-09 TO 2017-05-15]

last_name

Last Name

last_name:"Smith"

linked_in

LinkedIn URL

linked_in:"https://www.linkedin.com/company/outreach-saas"

linked_in_connections

# of LinkedIn connections

linked_in_connections:"484"

linked_in_id

ID of prospect in LinkedIn

linked_in_id:"48393"

middle_name

Middle name

middle_name:"james"

mobile_phone

Mobile phone number

mobile_phone:"+1 (205) 494 - 3839"

named_account

Name of account

named_account:"outreach"

nickname

Nickname

nickname:"bobby"

num_active_sequences

Number of active sequences

num_active_sequences:"4"

num_active_tasks

Number of active tasks

num_active_tasks:"4"

occupation

Occupation

occupation:"Doctor"

opportunity_id

An outreach opportunity ID to filter propsects by

opportunity_id:"47399292AAe"

opted_out

Prospect in Opted Out state

opted_out:"true"

opted_out_at

Date prospect opted out

opted_out_at:[2017-05-09 TO 2017-05-15]

other_phone

Other phone number

other_phone:"+1 (203) 393-2929"

owner

Owner Name

owner:"Andrew Smith"

owner_id

Outreach ID of owner

owner_id:"3"

persona

Persona of prospect in Outreach

persona:"VP"

persona_id

Outreach ID of the persona

persona_id:"12"

persona_name

Persona name of prospect in Outreach

persona_name:"VP"

personal_note1

Personal Note 1

personal_note1:"outreach is the best"

personal_note2

Personal Note 1

personal_note2:"land more meetings"

phone

Search across all phone numbers

home_phone:"+1 (206) 657-5848

preferred_contact

The preferred contact method to reach out to the prospect?

perferred_contact:"John Smith"

quora

Quora URL

quora:"https://www.quora.com/topic/Outreach-IO"

region

Region where prospect(s) is located

region:"West"

salesforce_id

Salesforce ID of prospect / account

salesforce_id:"38292820AAe"

salesforce_record_type

Salesforce record type (lead/contact/account)

salesforce_record_type:"lead"

school

Name of school

school:"USC"

score

Lead score

score:"2"

sequencing

Whether this prospect is in an active sequence or not (true/false)

sequencing:""

source

Source

source:"Linkedin"

specialties

Special Skills

specialties:"computers"

stage

Name of Stage

stage:"open"

stage_id

Outreach ID of stage that

stage_id:"3"

stage_name

Name of Stage

stage_name:"VP"

tags

Tags associated with prospect(s)

tags:"new" (note: multi word tags must be in quotes "")

time_zone

Search for time zones assigned to the prospect

time_zone:"America/Los_Angeles"

title

Title of prospect(s)

title:"VP of Sales"

touched_at

Date prospect(s) was last touched

touched_at:[2017-05-09 TO 2017-05-15]

twitter

Twitter URL

twitter:"https://twitter.com/outreach_io"

twitter_username

Twitter handle

twitter_username:"@outreach_io"

updated_at

Date prospect(s) was last updated

updated_at:[2017-05-09 TO 2017-05-15]

url

Outreach URL of prospect

url:"https://app1d.outreach.io/prospects/40315/overview"

voip_phone

Search prospect phone numbers with type "voip", of number format: +14257533501

website

Website associated with prospect

website:"www.outreach.io"

website2

Secondary website associated with prospect

website2:"www.google.com"

website3

3rd website associated with prospect

website3:"www.support.outreach.io"

work_phone

Work phone number associated with prospect

work_phone:"+1 (494) 489-3838"

Example

Search for all prospects in the United States, use address_country:"USA"

Excluding Fields in your Search

Sometimes it might be easier to find information by excluding specific fields. Simply adding a "-" in front of your searches will search for everyone butthe group.

Example

It might be useful to search for prospects who are in an active sequence. To do that, use the search -active_sequence:""

Segmentation

Suppose you want to isolate your searches further. You can add in AND or OR to include additional fields. The AND search will include both fields while the OR addition will search for one or the other.

Note: We cannot search fields by "greater than" or "less than" values, but you can search by ranges. For example, search for number ranges, including in custom fields.If you have a field that uses numbers, like an engagement score or number of people a company, you can search by the range to pull in everyone in that given range.For example, my 'score' field is show size so I want to search everyone with from sizes 1 to 100 'score:[0 TO 100]'

You can also search for dates by using [YYYY-MM-DD TO YYYY-MM-DD] for example: "touched_at:[2017-02-02 TO 2017-02-05]"

Wildcards

*- match any characters before or after the insertion of the asterisk. For example, first_name:"a*" will pull up any name whose name starts with a.

?- match a single character. For example, first_name:"and?" would pull up any name that is four letters and begins with "and".

Outreach has two different sequence types available, one that delivers emails and creates tasks at a specific date and time, and one whose steps are activated by specified time intervals.

Note:Once a sequence type is selected and the sequence is created, it cannot be changed.

Steps By Day Interval

This sequence type is used for recurring campaigns (drip campaigns). Steps are separated by time intervals, which can range from immediately months in the future.The steps will action (email delivery, task creation, etc.) based on your browser timezone, not on the prospect's timezone or schedule.

For example, to send a Quarterly email; a step would be delivered every 90 days:

Email Limits & Safeguards

With time interval steps, prospects can be added to sequences at any time. When added,the prospectwill follow the specified time intervals. In the previous example, the first email would be delivered 90 days after the prospect was added to the sequence.

Note: If an email does not send due to a sending limit being reached by the email provider, sequences will automatically retry to send after 24 hours or will sendwhen the sending limit has been reset, see .

Steps By Exact Date/Time

This sequence type is used when a one time event is being scheduled, such as a webinar, conference, or trade show. For example, to send an email notifying prospects of an upcoming event; a step would look like:

Once a date and time have been chosen by a user, no additional prospects can be added to the sequence if the specified date has passed.

Snippets are small pieces of text or an image you can use to help craft and personalize emails quickly. They differ from templates because they can be inserted into pre-written one-off emails, within an email template, or added to a sequence email step.

When you add a snippet to your email, the content is dropped wherever the cursor is located within an email. Snippets are created and modified using the same steps as template creation, and contain the same edit options.

Create a Snippet

Snippets can be added from the quick actions menu, accessed by clicking on the lightning bolt symbol on the top of any page.

You can also navigate to the Snippets overview page, which is found under the book symbol if your left hand navigation bar is collapsed, or by clicking on the scissor icon if the navigation bar is expanded.

If you navigate to the Snippet Overview page, you can create a new snippet by clicking on the "+Snippet" button on the top right hand side of the page.

Adding a new snippet will open a compose window, where you can format the text as desired. Give your snippeta unique name, which will help you identify the snippet for later use.

Similar to creating templates in Outreach, youll have the option to format your text, add hyperlinks, images, and/or variables.

You can share your Snippet with your team or keep it private.

Applying Snippets

Snippets can be added to existing text or included witha template to provideadditional information and speed up your workflow:

They can also act asstandalone piece of information.

Regardless of how you use it, the snippet will be dropped wherever the cursor is located, whether at the beginning, in the middle, or the end of pre-existing text. This is different than templates, which when added replaces the existing subject line and body.

Best Practices

Variables can be used when creating Snippetsand will make your reply more personal

Use snippets to help wrap up emails and add hyperlinks for further engagement

Combine snippets to build new content or expand on current content

Add descriptive titles to your snippets so you know exactly which snippet to use! Need a blurb about signing up for a demo? Search for titles related to demo responses to see the snippets provided

Snippet Ideas

Common objections - "we already have a solution" or "our budget is final for the year"

Frequently used copy for outbound prospecting

Blurbs about your company, brand(s), product(s) & service(s)

Competitive differentiators or basic battle cards - simple responses when someone asks"how are you different than X?"

Frequently asked questions from prospects - "does your solution integrate with Y?"

Mini customer stories and testimonials

Compose is used for creating and sending a single email. Similarly, Bulk Compose allows users to send the same email to multiple prospects at once, outside of a sequence.

Note:If a prospect opted out of emails in Outreach, you will not be able to send the prospect an email through the platform.

Compose a Single Email

There are a few ways to compose a single Email from within Outreach

From a specific prospect page, click on the prospect's email address.

While navigating through Outreach, compose an email by clicking on the envelope symbol on the top of the page.

You can also click on the "Quick Actions" menu and select "bulk compose"

Enter prospect names into the 'To' field and type your content oradd a template/snippet.

Bulk Compose

Bulk compose allows you to create a single, dynamic email that will personalize to each prospect on delivery. Unlike a sequence, this is a one-time email delivery. Although multiple prospects will appear in the "To" field, the email recipients will not see other prospects on the email thread and can only reply to the mailbox that sent the email.

SelectProspectsfrom the navigation pane on the left side of the screen

Search and filter theprospects you want to email

Select the prospects you'd like to email by clicking on the checkbox next to each individual or the checkbox on the top of the page. Click on the envelope button that appears on the top of the page

Compose your email, or pull in a template/snippet. If variables are used, the email will be personalized with the information contained on the prospect profile (the emails will be personalized with each individual prospect's information).

Note:While there are no limits to the number prospects you can send a bulk composed email to, if you're attempting to email more than 50 prospects we recommend adding them to a sequence.

Gmail Prospect Indicators show you whether or not the individual(s) you are emailing are prospects in Outreach. As an added benefit, you can quickly pull up the prospect name and email to quickly add them as a prospect to Outreach, if they aren't already.

Add Prospects to Outreach using the Outreach Everywhere Chrome Extension

Make sure you've installed the Outreach Everywhere Chrome Extension and your mailbox has been set up to send/sync in Outreach.

In your Gmail inbox, hover over an email thread. The Gmail contact card will appear with a new Outreach button.

If the prospect already exists, you click "View Prospect Details". The Outreach Everywhere extension will pop open and display the prospect overview page. Chrome Extension

If the individual on the thread has not been added as a prospect, the button will say "Add as a Prospect". Clicking on this button will open the Outreach Everywhere extension and populate the first name, last name, and email address for the new prospect.

Add any additional information to the prospect profile, and save your changes.

Note:For contacts youcannotadd as prospects (i.e. opted out, blocked domains), no button will show.

Automatic Prospect Creation

If you do not add a prospect by hovering over the prospect name in the list view, the Extension will automatically create a new prospect in the web app where all email activity and open/click tracking will be synced. First and last name will not be included in the creation of the new prospect. If adding the prospect to a follow up sequence, first/last name will need to be added to the prospect profile in the Outreach platform for first and last name variables to merge successfully.

To automatically create a new prospect from Gmail, make sure you've installed the.

When composing a new email or replying to an email thread, ensure the chrome extension is enabled.You'll know Outreach is active if the toggle on the Outreach bar is blue and the compose window changes color.The chrome extension must be enabled to automatically add new prospects to Outreach.

Open Outreach Everywhere window mode to find your new prospect to add additional information right form your inbox.

When a user leaves the company or switches to a new role that doesn't require Outreach, you have the ability to remove the user from Outreach. Outreach does not support deleting their account, as all prior activity the user has doneis saved by Outreach for history tracking purposes.

Remove an Outreach User Seat

Click on the initials on the bottom left hand corner of the Outreach platform.

On the settings panel that appears, find the section labeled "Use Admin" and click into "Users".If you do not see the option under these settings, you can find users on the navigation panel, identified by the silhouette symbol.

Find the Outreach user seat that needs to be removed.Hover over their name and an arrow will appear on the right hand side. Click on the arrow and from the dropdown menu, select "Lock".

Refresh your browser to reflect the newly added seat to seats remaining. On the top right hand side of the screen you'll see the number of licenses you have available for new users. You can either activate a locked user seat or create a new user seat if you have availability.

There are two options for contacting the Outreach support team.

From the platform, click on the question mark icon on the top right hand side of your screen and select "Contact Us". [email protected].

From the knowledge base, click "Submit a Request" found on the top right hand side of the page.

Billing

For answers to commonly asked questions, please reference our billing FAQ. For access to invoice, payment, and other account information, please log into our customer billing portal.For any other billing questions, you can reach us at

Outreach's Sequence Rulesets offer the option to mark prospects as finished in a sequence when a meeting is booked.

Note: This setting only applies toprimary prospects if using multi-recipient mailings. Any secondary prospects will not be removed from sequences.

Remove Prospects from Sequence when Meetings are Booked

Click on the initials on the bottom left hand corner of the page to pop out the settings menu. Select "Rulesets".

Click into the ruleset you'd like to adjust and find the section labeled "Actions Outside of Sequences".

There will be two options:

Do Nothing - If a prospect books a meeting with you, they will continue to receive sequence emails and/or tasks.

Mark as Finished- If a prospect books a meeting with you, they will be marked as finished and removed from the sequence.

Outreach defaults this option to "Mark as Finished".

Exporting Prospects, Accounts, and Opportunities

From the prospect, account, or opportunities list view, sort and filter until you have a list that you're interested in exporting. Click on the checkbox to select all items in the list, click the button at the top of your page with the ellipses (...), and select "Export".

Once you've selected "Export," you can rename the export and select one of the following options for your export method.

Download Now

This export method is great for exporting 200 records or less. The report will download as a CSV file to your Chrome browser after you click the export button.

Email CSV

This export method will work for any number of records. After naming your export (optional) and clicking the export button, you will see a notification telling you that an email notification will be sent to you when your export is ready for download. Please note, the email notification is sent to the email address of the user requesting the export.

Please Note:If you're exportingallprospects, accounts, or opportunities, then you should use this option, as there is no limit applied to the amount of records you can export. If you are exportinga filtered listof prospects, accounts, or opportunities, then you will need to split up the export into sections of 100k, as that is the limit for exporting filtered lists.

You will see the email below once your file is ready. When you see this email in your inbox, you can click the button that has your export's name displayed. This link will take you to your exports page in Outreach where you can download your export. Additionally, the email contains the expiration date of your export.

An alternate route to the Exports page is by navigating to Settings > Exports. Once you've arrived on this page, your report should begin to automatically download. If you have a pop-up blocker enabled, you will need to click the "Download" link to export the file instead.

If you notice that the "Download" link is greyed out, that means that your export has reached its expiration date. Each export will expire after 7 days. If your export expires, you will need to recreate the query and export again.

Users with an Admin profile in Outreach are able to view export requests regardless of the user requesting the export. All other users can only view their own export requests.

At this time, users are not able to cancel or delete exports.

Click tracking is used to get data on important links in your templates. This setting is disabled by default.Once enabled, Outreach tracks when a prospect clicks on one of the links in your email. Keep in mind, Outreach tracks that a link was clicked, but not which link was clicked on.

Similar to open tracking, if a link is not clicked on, the link icon in your Outbox will be grey. If a link has been clicked once, this icon will turn blue. If its clicked multiple times, you will see a red number appear above the link icon.

Enabling Click Tracking

Click tracking can be enabled in the content window when creating templates and snippets.

Create a new template by clicking on the "Quick Actions" bar on the top of the page, or when composing a single email.

Compose your email and, on the bottom of the compose window, click tracking will be automatically disabled. You'll know click tracking is disabled if the eye icon is grey. You can enable open tracking by clicking on the eye icon. The icon will turn red.

Click Tracking in Sequence Emails

In sequence email steps using a pre-created template, Outreach will pull in the click tracking setting that was applied when the template was created. Changing the sequence email step will not impact the default setting applied to the template.

If you are not using a template, or building off of a snippet, you can still enable and disable click tracking.

Variables allow information to auto-populate in an email template or snippet, making your emails relevant to the participant. Variables might go by merge fields, placeholder, or custom fields in other applications, but its all the same idea; information that already exists within the profile information of the prospect will auto-populate into the email.

There are a number of variable categories available for use.

Prospect Variables

Sender Variables

Account Variables

Day of the Week Variables

Miscellaneous (conditional/comment) Variables

Finding the List of Available Variables

The list of available variables are found on the content creation page. When new content is created, you can find the double bracket variable option at the bottom of the compose window.

Create a new template, snippet, single, or bulk email by clicking on the "Quick Actions" button on the top right of the page.

On the compose window, click on the brackets and select the list of variables you're interested in adding. We provide prospect, sender, account, and a list of miscellaneous variables to choose from. Make sure you scroll through the list to see all of your options.

As you create your content, you can type of select the variables included in the variable menu. If creating an email template, you can include variables in the subject line.

All prospect fields, including custom fields, will be auto-populated. When the variable pulls the field into the template, the message will be personalized for each prospect that is scheduled to receive the email template/snippet.

You can reference the preview panel on the right, which pulls in a few of your prospects so you can see exactly how the text will appear. If the field is populated in the prospect profile, the variable will turn yellow.

If the information is not populated, the field will turn red. As a safeguard, emails with red highlighted variables, or no information to populate, will not be delivered.

Prospect Variables

These variables are all based on fields in each prospect's profile.

{{first_name}} - First Name{{middle_name}} - Middle Name{{last_name}} - Last Name{{name}} - Name{{nickname}} - Nickname{{email}} - Email{{mobile_phone}} - Mobile Phone{{work_phone}} - Work Phone{{home_phone}} - Home Phone{{voip_phone}} - VoIP Phone{{other_phone}} - Other Phone{{score}} - Score{{company}} - Company{{company_industry}} - Company Industry{{company_natural}} - Company Natural Name{{title}} - Title{{city}} - City{{state}} - State{{country}} - Country{{region}} - Region{{gender}} - Gender{{occupation}} - Occupation{{linked_in}} - LinkedIn URL{{twitter}} - Twitter URL{{facebook}} - Facebook URL{{github}} - Github URL{{stack_overflow}} - Stack Overflow URL{{google_plus}} - Google Plus URL{{website}} - Website{{website2}} - Website 2{{website3}} - Website 3{{school}} - School{{degree}} - Degree{{graduation_date}} - Graduation Date{{job_start_date}} - Job Start Date{{personal_note1}} - Personal Note 1{{personal_note2}} - Personal Note 2{{address_street}} - Address 1{{address_street2}} - Address 2{{address_zip}} - Zip/Postal Code{{owner}} - Owner Name{{stage}} - Prospect Stage

Custom Variables

All custom prospect fields are also available for use following this format:

{{custom#}} - Custom # i.e {{custom1}} - Custom 1

Account Variables

These variables are based on fields in the profile of the account associated with your prospect.

{{account.name}} - Account Name{{account.natural_name}} - Account Natural Name{{account.domain}} - Account Domain{{account.description}} - Account Description{{account.company_type}} - Account Company Type{{account.size}} - Account Size{{account.industry}} - Account Industry{{account.founded_at}} - Account Founded Date{{account.locality}} - Account Locality{{account.website}} - Account Website{{account.linked_in}} - Account LinkedIn URL{{account.linked_in_employees}} - Account LinkedIn Employee Count

Custom Variables

All custom account fields are also available for use following this format:

{{account.custom#}} - Account Custom # i.e {{account.custom1}} - Account Custom 1

Sender Variables

These variables are based on fields in the sender's Outreach user profile.

{{sender.first_name}} - Sender First Name{{sender.last_name}} - Sender Last Name{{sender.name}} - Sender Full Name{{sender.email}} - Sender Email{{sender.title}} - Sender Title{{sender.phone_number}} - Sender Phone Number{{sender.calendar_url}} - Calendar URL*{{sender.conference_url}} - Conference URL*{{sender.conference_details}} - Conference Details*{{org.name}} - Org Name

Custom Variables

All 5 custom sender fields are also available for use following this format:

{{sender.custom#}} - Sender Custom # i.e {{sender.custom1}} - Sender Custom 1

Misc. Variables

These are miscellaneous variables which are based on a combination of generic variables (not associated with prospects, accounts, or senders) and prospect variables.

Conditionals

{{#if first_name}}{{/if}} - If First Name field is set, then do something{{#if first_name}}{{else}}{{/if}} - If First Name field is set, then do something. Otherwise, do something else.{{#unless first_name}}{{/unless}} - If First Name field is not set, then do something.{{#unless first_name}}{{else}}{{/unless}} - If First Name field is not set, then do something. Otherwise, do something else.{{#if is_monday}}{{/if}} - If the current date is Monday, then do something.{{#if is_tuesday}}{{/if}} - Ifthe current date is Tuesday, then do something.{{#if is_wednesday}}{{/if}} - If the current date is Wednesday, then do something.{{#if is_thursday}}{{/if}} - Ifthe current date is Thursday, then do something.{{#if is_friday}}{{/if}} - Ifthe current date is Friday, then do something.{{#if is_saturday}}{{/if}} -Ifthe current date is Saturday, then do something.{{#if is_sunday}}{{/if}} -Ifthe current date is Sunday, then do something.{{#if is_weekday}}{{/if}} - If the current date is a weekday, then do something.{{#if is_weekend}}{{/if}} - If the current date is a weekend, then do something.

Comments

{{! Comment goes here }} - This variable will stay the way it is written and is meant to be used as a placeholder for custom text written by the user.

Helpers

{{format_number [variable that needs formatting]}} - Format a numeric variable in a human-friendly manner (i.e. 1.0 becomes 1, 1000 becomes 1,000). For example, if {{custom1}} was 1800.00, {{format_number custom1}} would return 1,800.

Dates

{{today}} - Will return the day of the week when the email is sent.{{tomorrow}} - Will return the day of the week for the day after the email is sent.{{days_from_now N}} - Will return the day of the week for thenday after the email is sent.{{weekdays_from_now N}} - Will return the day of the week for thenday after the email is sent out, but will only count weekdays.

The leaderboard let's you view how others within your Outreach org are performing.

The leader board is organizedby Teams, Users, Sequences, and Templates and can be categorized so that the rankings are based on Deliveries, Open rates, Click Rates, and Reply Rates, Bounces, and the number of Unsubscribes.

You can view more details by clicking into the portion of the leaderboard you are interested in. For example, if there was a user you wanted to see in detail, clicking the user's name will pull up a report of that user:

Navigating to the Leaderboard

On the left hand navigation panel, click on the graph icon

Filter your reports as needed and scroll down the page. You'll find a section labeled "Leaderboards"

You can filter the leaderboard by deliveries, opens, clicks, replies, bounces, and unsubscribes.

What to Check before Contacting Support

Welcome to Outreach!

We are excited to introduce you to Outreach.

View Webinars On Demand

Let's begin by setting up your mailbox so you can send and receive emails through our platform.

Configureyour mailbox

Check out the basics of Outreachto get up to speed on all of the features we provide:

Prospects

Sequences

Mailings

Admin

Hereare some additional resources to help get you started in Outreach:

Help Center

Outreach University

If you have questions, feel free to reach out to the Outreach Support team using the Support Portal. Before submitting a ticket, take a peek at this article:

Q: How long does it take to migrate all of my existing meetings to Outreach?

Outreach automatically syncs events in your calendar a year in the past and a year into the future once your calendar is connected. We recommend that you start using Outreach Meetings and maintain your existing meetings.

Q: If I migrate from another solution to Outreach, will my recurring meetings be duplicated or deleted in my calendar? In Salesforce?

Outreach will not delete any events on your calendar or Salesforce. Events are de-duped from your calendar and in Salesforce by matching the title of the event, the people on the event, and the duration of the event.

Q: If I migrate from another solution, will my meeting performance data migrate over to Outreach or Salesforce?

Data that youre syncing into Salesforce from your current solution will still be available to you. In Outreach, well capture the number of meetings booked with Prospect, but we cannot port data from your current solution into Outreach. Wed be happy to help you create new custom Salesforce reports for similar reporting with Outreach Meetings. Outreach reports, including sequence attribution, number of no shows, and leaderboards, are coming!

Q: If I migrate over, will I need to change out all of my calendar links to Outreach Meeting links?

Yes. Youll want to replace your current links with your Outreach public calendar link and conference links. These are most often found in signatures, templates, and snippets. You may have also created sender custom fields that includes this link, so make sure you check your settings!

Q: How do I update my current triggers into Outreach Meetings?

Outreach has robust triggers for many different scenarios. Reach out to your CSM or submit a ticket through the Support Portal so we can understand your specific workflow and find a custom solution

With Voice, you can start a voice call with any domestic or international phone number using VOIP or a Bridge. These two options have many similarities, but each offers certain advantages over the other. Depending on your preferences,you may find one option suits your needs better.

VOIP / Browser Dialing

VOIP simply means "voice over IP". If you have ever used Skype, you have used a VOIP solution. When you use VOIP, you are calling via the browser, allowing you to plug your headphones directly into your computer.

Pros:

Using the internet for calling is more economical than calling through bridge, because you get to reduce your leverage of traditional telco lines.For more information on pricing, see our Voice pricing information.

Users can plug their headphones or headset directly into the computer if they wish to make a dial.

Users can leverage Voice when they have an internet connection, but don't have a landline, or very strong cell signal.

Cons:

Calling using the internetdoes require a good internet connection for good call quality. This includes both your connection speed, and connection quality, via your wireless router.

If the user wishes to stand up and walk around the room, they may find that carrying their computer with them does not suit them.

To learn more how the VOIP calling workflow functions, see Making Calls in Outreach using VOIP.

Bridge Dialing

Dialing by bridge functions by dialing the outbound number through the Outreach Voice system (from your Outreach Voice number) and dialing your landline or mobile number, in order to establish a connection through the standard telco lines. While this method is very high in audio quality, it is less economical than VOIP.

Pros:

The call quality is what you would expect from a mobile phone or landline because this method leverages traditional telco "hard lines" and cell towers, like what you see strung across telephone poles.

Users can use their headphones or headset that connects to their landline or mobile phone.

If users create a bridge dial to their mobile phone, they will be able to easily pace around the room, carrying just their mobile phone.

Cons:

The increased footprint on traditional telco channels does incur more cost because they need their slice of the pie when their services are leveraged. For more information on pricing, see our Voice pricing information.

Bridge dialing does take longer to connect (to start the bridge) than a VOIP call because there is an additional connection to be made to start. However, once a bridge is started, a user could make multiple calls via the UI, while keeping the bridge open.

Using Outreach bridge on top of an existing SIP phone is not a recommended setup, mainly due to the potential incompatibility between different providers.

For more on this feature, see Making Calls in Outreach using a Bridge.

We provide phone numbers based off of what our SIP provider can provide. If you are purchasing a number from a country that indicates an address requirement, you will need to provide an address when purchasing that country's phone number in Outreach

For a full list of available phone numbers, please visit this article. Review the Dual Functionality and Voice-enabled Only sections.

Look for the following:

Previewor Betameans we are not yet able to provide those numbers.

GAis a purchasable number through Outreach.

Type of numbers offeredindicates whether that number is either a local number, a mobile number or a national number

We only offer Local or National type phones. Mobile are unavailable for purchase within the Outreach platform.

Note:Due to governmental regulations, we do not support the purchase of certain numbers without the appropriate documentation.

Purchasing Numbers with Address Requirements

There are two different requirements for purchasing international phone numbers. The first requiresanyaddress, regardless of whether the phone number is local to the region or foreign. The second requires alocaladdress to either the region (city or state) or country. These regulations are specific to the country's governmental regulations.

If the country indicates an address requirement, you will need to provide an address when purchasing that country's phone number in Outreach. After selecting the country in which you wish to purchase a number, you will be guided in entering a new address meeting the requirements or selecting a previously entered address that meets the requirements.

reach out to support

Select existing address

Entering new address

If you have any questions, feel free to

The information contained in your conference info is what prospects will see as contact information for your scheduled meetings. This information can be updated in your calendar settings.

Adding Conference Info to your Calendar Settings

Click on the initials in the bottom left hand corner of Outreach and select "calendar" on the top of the settings page.

Scroll down the page until you see the section titled "Conference Info".

Under Conference URL, enter the video conference URL, phone number, or access codes for your meetings.

Under Conference Details, include any additional information needed to enter your meetings (ex: dial in option for a video conference

Note: If you or your team records meetings, we recommend noting in the meeting description that the call will be recorded for training purposes.

When you download the Outreach Everywhere Chrome Extension, you have a few options to choose from that can be adjusted based on your workflow.

Navigating to the Outreach Everywhere Chrome Extension Settings

1. Add the Outreach Everywhere chrome extension.

2. Once installed, right click the Outreach logo on the top right of your chrome window. Select options and "Open Outreach Everywhere Settings".

Tracking State

Understanding the Outreach Everywhere Settings

General

Window Mode :With Window mode, the Outreach content is launched in a separate window that snaps perfectly to the side of your browser. This makes the chrome extension immediately responsive to the web content you are on, and keeps up with your workflow as you move between different pages.

Click to Dial Everywhere: Whenever clicking on a phone number on a website, Outreach Everywhere will attempt to dial it.

Universal Task Flow : With Window Mode enabled, you can have other websites such as Salesforce bring up the associated Prospect's records while completing your Tasks within Outreach, so that you can easily review information and complete your work more efficiently.

Gmail Settings

Gmail Toolbar :Enables the Gmail compose window to have Outreach decorating. This allows Outreach to sync prospect replies, track opens and clicks, create new prospects in Outreach, and gives you access to Outreach content from Gmail (templates, snippets, sequences, follow-up bump/tasks, and meetings).

: Default click and open tracking on, off, or remember the previous state

Salesforce Settings

Email Decorating: Click to email prospects from Salesforce

Phone Decorating: Click to call prospects from Salesforce with Outreach Voice

Universal Taskflow allows you to execute tasks more efficiently on top of Salesforce, LinkedIn or any other website. Upon starting a task, a new tab will be created in your browser, landing it can on the page of your choice, and you can easily switch between the Outreach, Salesforce, or LinkedIn profiles of the particular prospect.

bulk upload/update

Enabling Universal TaskFlow

Ensure you have the latest version of the Outreach Everywhere chrome extension installed and Window Mode is enabled.

Go to your Outreach settings by clicking on the initials in the bottom left hand corner and select "Outreach Everywhere"

Enable the "Universal Taskflow" toggle and refresh your browser.

Using Universal Taskflow

When Universal Taskflow is enabled, the task will be populated in the Chrome Extension. The Chrome Extension window will control the corresponding tab based on the task content and your workflow.

Quickly move between the prospects Outreach profile, Salesforce, LinkedIn, and other sites via the link icons located above the prospect's name. When a location is selected, a new tab will open in your chrome window. If you move locations (ex: from Salesforce to LinkedIn), the same tab will navigate to the selected website.

If you have a preferred default landing page (e.g: if you always want to land on top of Salesforce or LinkedIn by default) you can change the default workspace by clicking the Settings option next to the link.

Launch window mode by clicking on the Outreach logo in your chrome extension menu, found on the top ride side of your chrome browser.Note: Universal Taskflow will default back to the Outreach profile if the specific link for the prospect does not exist.

How are the links populated?

The links within universal taskflow is determined by the Links fields under the prospect - edit experience.

Note:You can prospect websites via a CSV file or salesforce report.

An extension is a piece of software that allows an application to provide an interface and the transmission of data to a remote station. Inherently, they are complex to build and because of the multitude of differences between the browsers they operate on, they can experience a wide range of issues.

If you are missing chrome extension features, please close and restart your chrome browser.

Troubleshooting the Outreach Everywhere Chrome Extension

Here are some tips to get started with troubleshooting these functionality issues:

Check that the extension is up-to-date in the Chrome settings

Check that the Chrome bowser itself is up-to-date in About Chrome

Try hard-refreshing the browser - this clears the browser's cache for a specific page. The short cut for this is Command >> Shift >> R (Mac) OR Ctrl >> F5 (PC);

Try clearing the entire browser's cache - you can do this when clearing your browser history. Too much cache built up can cause application and extension related functionality issues.

Make sure your mailbox is connected in Outreach (the send/sync toggle on and green).

If these functionality issues persist, it is worth checking other elements of the browserthat may be interfering.

Audit the other extensions you have running in theChrome settings. We have seen issues in particular with the Salesforce IQ extensions and Persist IQ extensions causing interference with the Outreach extension. Unfortunately, in this situation there isn't anything that we can do to stop this interference. Our recommendation is to either remove the interfering extension, or operate them in separate Chrome profiles.

Ensure that you're not running an old/slow browser or computer.

If issues persist beyond this, please reach out through our support portal.

Before you can start using Outreach Voice, you have to add an Outreach-specific number to your account. Adding this number allows you to dial out of Outreach, dial out of Salesforce, use local dial, and will be used for either a bridge or VOIP connection.

Add an Outreach Voice Number

Click on the initials on the bottom left hand side of the Outreach platform and on the top of the page, select "Voice". Bridge or VOIP

Under "Outreach Phone Number", click "purchase a new number". This number cannot and should not be a number that you already own, but a net new number that will be used by Outreach to connect to your prospects.

Once you click "Add phone" you can enter the area code of the number you'd like to use as your default. Click "Search" and select an available number.There are no limits on the amount of numbers that you can have associated with your account, however, each additional number has an added expense

Once you have selected a phone number, you will see a phone icon displayed in the upper right of your account. This indicates Outreach Voice has been set up and can be used to call your prospects.

Once you've added an Outreach number, you'll need to determine whether you want to use . If using VOIP, no further action is needed.

Outreach VOIP (calling from your browser) allows you to adjust the microphone and speakers of your calling device prior to and during a a call.

Set Up Microphone & Speaker Settings

Click on the initials on the bottom left hand corner of the Outreach Platform and on the top of the page select "Voice".

Find the section labeled "Default Country Code". You'll see a button titled "Audio Settings".

Click on the button and select your microphone settings.You may see multiple options under the microphone or speaker settings, which is based on the software you have installed on your computer. We recommending selecting the device with the best quality.

You'll see a sensor bar next to the microphone setting. Speak into the microphone and if the bar lights up, the microphone has been sensed by Outreach.

Select the speaker that will be used when making your calls. Click "Play test sound" next to the speaker setting while wearing your headphones.Outreach will playback audio on the speakers selected from the menu. If you have more than one option, select the setting with the clearest output in your speaker/headset.

Adjusting Audio Settings During a Call

When a call is placed, a green bar will appear at the bottom of your browser window or the bottom of the Outreach extension. On the right hand side of the bar, a microphone symbol will appear with a live measurement meter. The measurement meter provides live feedback on your microphone settings, so you can ensure prospects will be able to hear you.

Audio settings can be adjusted when a call is active by clicking on the gear symbol, found on the same green call bar. Any adjustments made to these settings will be saved and remembered by Outreach for future calls.

Note: Theses Audio Settings only apply to VOIP(call from your browser) calls. If you primarily use bridge(call via your phone), youll still need to adjust the input/output settings based on the specific device you use to make the call.

Put 100 prospects through per template used

Keep track of the volume of prospects you reach out to when A/B testing in yoursequences. As prospects move through a sequence step with an A/B test in it, Outreach randomly (but evenly) sends out a template to these prospects.For example: In an A/B test using 2 templates,your data will become valuable after at least 150 prospects have passed through the step. Any lessthan this willnot allow you to see enough relevant data to make an informed decision on the quality of the message.

A/B test where you want to improve

Because of how little effort goes into creating A/B tests for various message types, we recommend customers do it often and across all types of sequences. Constant testing and refining will lead to a deep understanding of your customers and the best language to address them going forward.

Test either the open rate OR reply rate, but NOTboth at the same time

You should only test open rate OR reply rate at one time to ensure you are getting the purest results.

The open rate of your email will correspond with the subject line.We recommend starting by A/B testing the open rateof your first emailby changing the subject lines and leaving the body of the email the same. The reply rate will correspond with the body of the email.

Don't test too many templates at once

If you are adding too many templates to your A/B test, it will take much longer to get valuable data.

Outreach checks all account throttles when scheduling email deliveries to determine which emails can be delivered immediately.

Throttles are rules that control when and how many emails can be delivered. A few examples include:

The Sequence Schedule determines whenan email can be delivered to a prospect. This gives you the ability to control when to communicate to prospects without needing to worry about delivering an email at off hours, especially if youre reaching out to prospects across multiple time zones.

The Daily Max Domain throttle controls how many emails can be sent to a specific domain (for example, @Outreach.io) within a 24 hour period. This type of throttle helps encourage engagement with your emails (opens, clicks, and replies).

The Daily Sending Limit throttle controls how many emails can be sent from Outreach every 24 hours. If it is a Friday afternoon and you met your daily sending limit, Outreach ensures the mailing waits and sends on Monday, instead of Saturday afternoon (based on your sequence schedule).

Find Delayed Emails

If you notice that your emails are not delivering at the time you anticipated:

Click on the outbox icon on the left hand navigation panel in Outreach

On the top of the outbox page, click on the Scheduled emails

Delayed emails will have a yellow box with a warning symbol. Hover over the yellow box to view why the emails is delayed.

Emails may be delayed for the following reasons:

Throttle Type

Category

Delay Message

Mailbox Setting

Max per day

You've reached your X email limit.

Mailbox Setting

Max per week

You've reached your X email limit.

Mailbox Setting

Max per period

You've reached you email limit of X per Y.

Org Setting

Max per day

You've reached your organization's X email limit.

Org Setting

Max per week

You've reached your organization's X email limit.

Org Setting

Max per period

You've reached your organization's X email limit to a prospect.

Org Setting

Daily max prospect emails

You've reached your organization's X email limit to a prospect.

Org Setting

Weekly max prospect emails

You've reached your organizations X email limit to a prospect.

Org Setting

Daily max domain emails

Youve reached your organizations X email limit per domain.

Schedule

Schedule Window

Your email has been delayed due to the sequences schedule.

Outreach has a variety of safeguards in place to help users avoid common mistakes before emails go out to your prospects. Safeguards can cause emails to fail both in a sequence and when sending single emails.

As prospects move througha sequence, users may see a Failed section at the top of the sequence reports in red.

Retry Failed Prospects

On the left hand navigation panel, click into the Outreach outbox or click into the sequence where emails are failing. Click into the failed prospects section on the top of the page.

Hover over the red failed indicator. A message will appear which describes why the message failed.*

Correct the issue and select the failed prospects by clicking on the checkbox next to their name or on the top of the page.

Click on the gear button that appears on the top of the page and select "Retry".

*If you do not understand the failure message or need help understanding how to fix the issue, please submit a request to Outreach support through the support portal.

Outreach detects OOO (Out Of Office) messages based on specific phrases which appear in either the subject or body of the message. Most of the phrases Outreach looks for are in English, but we do search for 2 phrases inGerman (abwesenheitsnotiz /automatische antwort)and one inFrench (absence du bureau).We look for the presence of these words to determine if a reply is automatic or not.

If you'd like to add additional language detection for out of office emails, please submit a request to support through the support portal.

Learn how to enable OOO Detection.