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Understanding Voice AI Outbound Calling

Voice AI Outbound Calling is a feature that allows you to place automated, AI-powered phone calls directly from your CRM workflows. You can add this action to a workflow, select an AI agent and a phone number, and the system will handle scheduling and placing the call. This enables you to automate tasks like lead follow-ups, appointment reminders, and customer re-engagement campaigns.

Benefits of Automated Outbound Calling

This tool helps you scale your phone outreach efficiently.

Automated Scheduling: Calls are placed automatically from workflows, eliminating manual dialing.
Integrated Outreach: Trigger calls based on various events in your CRM, such as form submissions, tag changes, or pipeline updates.
Agent Efficiency: Your configured Voice AI agents handle the outbound conversations.
Scalable Volume: You can place up to 1,000 outbound Voice AI calls per location per day.
Optimized Timing: Calls are scheduled between 8:00 AM and 8:00 PM based on the timezone of the contact's phone number.
Performance Tracking: Review detailed results and metrics in the dedicated Voice AI Outbound Calling Dashboard.

Requirements and Important Considerations

Before you can use this feature, certain conditions must be met.

Outbound Calling must be enabled for your location.
Know Your Customer (KYC) verification must be completed.
Your location must operate within the platform's Acceptable Use Policy thresholds.
Calls must be initiated from a workflow using the specific Voice AI Outbound Call action.
Calls can only be placed to valid, same-country domestic phone numbers.

Critical Responsibility: The platform does not validate a contact's consent to receive calls before placing an outbound Voice AI call. It is your business's sole responsibility to obtain and manage proper consent through your own legal workflows, compliance processes, or internal systems before enrolling contacts into these automated calling workflows.

Call Logic and Platform Safeguards

The system enforces several rules to manage call volume and frequency.

Call Rate: Up to 10 calls per minute per location.
Daily Location Limit: Up to 1,000 outbound Voice AI calls per location per day. Calls exceeding this limit are scheduled for the next eligible day.
Contact Limits: A specific phone number can be called once per day and up to 14 times within a 14-day period.
Calling Window: Calls are only scheduled between 8:00 AM and 8:00 PM in the contact's timezone.
Country Restriction: Calls are restricted to same-country domestic numbers.

Calls that fall outside these supported limits may be delayed, rescheduled, blocked, or marked as failed.

Setting Up Voice AI Outbound Calling

Step 1: Enable the Feature

Navigate to AI Agents, then select Voice AI. Click the option to Enable Outbound Calls. You will need to review and accept the outbound calling terms, and complete KYC if prompted.

Step 2: Configure a Workflow

Go to Automation > Workflows. Create a new workflow or open an existing one. Add a trigger that will start your calling sequence (e.g., a form submission, a tag being applied). Then, add the Voice AI Outbound Call action to the workflow. Within this action step, select your preferred Voice AI agent and the phone number you wish to call from.

Reviewing Call Performance

You can monitor the results of your outbound campaigns in the Voice AI Outbound Calling Dashboard. Access it via AI Agents > Voice AI > Dashboard & Logs and select the Outbound tab. This dashboard provides metrics on attempted calls, connected calls, voicemails, actions triggered during calls, and sentiment analysis.

Using Voice AI for Automated Outbound Calling