Making Outbound Calls

Outbound calls are the core functionality of your AI calling system. This guide covers how to configure, execute, and optimize your outbound calling campaigns using AI assistants.

Call Configuration Options

When making an outbound call, you have two main approaches:

Quick Call Configuration

For immediate, one-time calls without saving settings:

1. Click Make Call in the Outbound section
2. Configure call parameters in the modal
3. Execute the call immediately

Assistant-Based Calls

For consistent, reusable call configurations:

1. Select an existing AI assistant
2. Customize specific call parameters
3. Execute the call with assistant settings

Essential Call Settings

Recipient Information

Phone Number: Enter the complete phone number with country code

• Format: +1 555-123-4567 (US), +44 20 7123 4567 (UK)
• Validation: System validates phone number format
• International: Support for global phone numbers

AI Assistant Selection

Choose Assistant: Select from your created assistants or configure manually

• Existing Assistant: Automatically populates personality, instructions, and tools
• No Assistant: Manual configuration of all parameters
• Auto-Population: System fills greeting, system prompt, and tools when assistant is selected

Communication Settings

System Prompt

Defines how your AI behaves during the conversation:

Best Practices:

• Be specific about the AI's role and responsibilities
• Include company context and relevant information
• Define escalation procedures for complex situations
• Set clear boundaries for what the AI should and shouldn't do

Example System Prompts:

Customer Support Call:
You are a customer support representative for TechCorp. Your role is to help customers with product questions, troubleshoot issues, and provide solutions. Be empathetic, patient, and solution-focused. If you cannot resolve an issue, offer to connect the customer with a human agent.

Sales Follow-up Call:
You are a sales development representative following up on a recent inquiry. Your goal is to understand the prospect's needs, answer questions about our services, and determine if there's a good fit. Be consultative rather than pushy, and focus on providing value.

Greeting Message

The first thing your AI says when the call connects:

Best Practices:

• Keep it brief and friendly
• Clearly identify yourself and your company
• Set expectations for the call
• Ask an open-ended question to engage the recipient

Example Greetings:

Support Call:
"Hello! This is Sarah calling from TechCorp customer support. I hope you're having a great day. I wanted to check in about your recent experience with our software. How has everything been working for you?"

Sales Call:
"Hi! This is Mike from ABC Solutions. Thanks for your interest in our services. I wanted to follow up on your inquiry and see if I can answer any questions you might have. What sparked your interest in our platform?"

Language Selection

Choose the primary language for the conversation:

• English: Default option with natural speech patterns
• Spanish: Full Spanish language support
• French: Native French conversation capabilities
• German: Comprehensive German language support

Voice Configuration

Voice Selection

Choose from available AI voices:

• Default Voice: Standard professional voice
• Voice 1: Alternative option with different characteristics
• Voice 2: Additional voice option for variety

Voice Recording

Enable Voice Recording: Captures the entire conversation for:

• Quality assurance and training
• Compliance and documentation
• Performance analysis and improvement
• Customer service verification

Technical Settings

Outbound Trunk Selection

Choose which telephone number to use for outbound calls:

• Displays all configured telephone numbers for your account
• Selection affects caller ID displayed to recipients
• Different numbers may have different capabilities or costs

Knowledge Base Integration

Knowledge Base Selection:

• No Knowledge Base: AI relies only on general knowledge and instructions
• Specific Knowledge Base: AI can search and reference your uploaded content
• Multiple Sources: Can reference information from documents, URLs, and text content

Advanced Call Features

Transfer Numbers Configuration

Set up department-specific phone numbers for call transfers:

Configuration:

1. Add transfer numbers in the call configuration
2. Specify department names for each number
3. Include descriptions for when to use each transfer

Example Transfer Setup:

Support Department: +1-555-123-4567
Description: Technical issues requiring screen sharing or advanced troubleshooting

Billing Department: +1-555-123-4568  
Description: Payment questions, billing disputes, or account changes

Sales Department: +1-555-123-4569
Description: Product inquiries, quotes, or purchase decisions

Usage Instructions for AI: Include transfer guidance in your system prompt:

If a customer has billing questions, say: "Let me connect you with our billing specialist who can help with that right away" and transfer to the billing department.

If technical support requires screen sharing, say: "I'd like to connect you with our technical team who can provide hands-on assistance" and transfer to support.

Follow-up Call Configuration

Automate follow-up sequences for improved engagement:

Enable Follow-ups

Toggle Setting: Enable automatic follow-up calls

• Creates a chain of related calls
• Tracks conversation history across calls
• Maintains context between interactions

Follow-up Parameters

Maximum Attempts: Set the number of follow-up calls (1-10)

• Consider customer preferences and business needs
• Balance persistence with respect for customer time
• Typical range: 2-4 follow-ups for most use cases

Delay Between Calls: Configure timing between follow-ups

• 15 minutes: Immediate follow-up for urgent matters
• 1 hour: Quick follow-up for time-sensitive issues
• 24 hours: Standard business follow-up timing
• Multiple days: Longer-term nurturing campaigns

Follow-up Strategy Examples:

Customer Support Follow-up:
- Initial call: Problem identification and initial solution attempt
- 2-hour follow-up: Check if solution worked, offer additional help
- 24-hour follow-up: Ensure complete resolution and satisfaction

Sales Follow-up Sequence:
- Initial call: Introduction and needs assessment
- 3-day follow-up: Provide requested information and answer questions
- 1-week follow-up: Check decision-making progress and offer assistance

Call Scheduling

Plan calls for optimal timing:

Immediate vs. Scheduled Calls

Immediate Calls: Execute right away for urgent matters Scheduled Calls: Plan for specific dates and times

Scheduling Configuration

Date and Time Selection:

• Use datetime picker for precise scheduling
• Minimum: 1 minute from current time
• Maximum: Based on your account settings

Timezone Considerations:

• System automatically handles timezone conversion
• Schedule in recipient's timezone when known
• Consider business hours and cultural preferences

Call Execution and Monitoring

Call Initiation

1. Review all configuration settings
2. Click Make Call to initiate
3. System dials the number and begins AI conversation
4. Monitor call progress in real-time dashboard

Real-time Monitoring

During active calls:

• View call status and duration
• Monitor conversation progress
• Option to join call if needed (account dependent)
• Access to transfer controls

Call Results

After call completion:

• Automatic transcript generation
• Call recording availability (if enabled)
• Conversation summary and outcomes
• Follow-up scheduling (if configured)

Best Practices for Outbound Calls

Timing Considerations

1. Business Hours: Respect recipient's local business hours
2. Day of Week: Avoid Mondays and Fridays for non-urgent calls
3. Cultural Sensitivity: Consider cultural norms for phone contact
4. Frequency Limits: Avoid over-calling the same recipient

Conversation Quality

1. Clear Objectives: Define specific goals for each call
2. Natural Flow: Allow for organic conversation development
3. Active Listening: Program AI to acknowledge and respond to recipient cues
4. Value Focus: Ensure every call provides value to the recipient

Compliance and Ethics

1. Consent: Ensure proper consent for automated calls
2. Identification: Clearly identify the AI nature of the call when required
3. Opt-out Options: Provide easy ways for recipients to decline future calls
4. Record Keeping: Maintain proper records for compliance purposes

Performance Optimization

1. Regular Testing: Test calls with internal numbers first
2. Transcript Review: Analyze conversation transcripts for improvement opportunities
3. Assistant Refinement: Update AI instructions based on call outcomes
4. Success Metrics: Track conversion rates, satisfaction scores, and call completion rates

Troubleshooting Common Issues

Call Connection Problems

• Verify phone number format and country codes
• Check telephone number configuration and status
• Ensure sufficient account credits or calling capacity

AI Performance Issues

• Review system prompt clarity and specificity
• Check knowledge base content for accuracy
• Verify assistant tool configurations

Audio Quality Problems

• Test with different voice options
• Check network connectivity and call routing
• Verify recording and playback capabilities

Ready to learn more? Continue to Advanced Call Features to discover scheduling, transfer capabilities, and campaign management.