Outreach Mobile App Overview

Objective

Learn about the Outreach Mobile App, a new Outreach experience designed to enhance seller efficiency on the go by enabling seamless task management and call execution. The app provides an efficient, on-the-go solution that complements the existing web application, focusing on simplifying core sales tasks rather than managing complex workflows.

Applies To

• End users
• Android phones
• iOS/iPhones

Before You Begin

The Outreach Mobile App has been built and optimized for mobile phones. While functionality will continue to be developed and added, it currently supports the primary use cases of viewing tasks (along with prospects and accounts), executing call tasks through Outreach Voice, and email tasks.

The Outreach Mobile App is not intended for:

• replacing the primary Outreach web application
• managing complex admin tasks (triggers, creating sequence content, etc.)

Downloading and Installing the Mobile App

The app is available for iOS and Android. 

• iOS: Download and install from the App Store here or by searching Outreach.io.
• Android: Download and install from the Google Play Store here or by searching Outreach.io.
• The application can also be installed via the following QR code
  

What is the Outreach Mobile App?

The Outreach Mobile App is a high-efficiency tool for sales representatives on the go! It allows users to manage tasks and execute calls directly from their smartphones, ensuring they can stay productive even without access to their laptops.

Current key features of the app include:

• Task Management: View and sort tasks assigned to you, execute call tasks, and email tasks.
• Call Capabilities: The app enables making and receiving calls, including basic functionalities such as hold, audio preferences, and mute.
• Recording: Calls can be recorded, with the transcripts and recordings accessible in the web (desktop) experience.
• Prospect and Account Management: Search for and view details related to Prospects and Accounts with Smart Views. 
• Email Task Management: View and execute email tasks.
• Inbox Management: View your inbox and compose emails. Email prospects directly from the prospect profile page.
• Manual Dialer: Make calls using the manual dialer, even if a call task doesn't exist.
• Saved View and Filters: Easily access prospects and accounts using Saved Views and filters.

More features coming soon!

Feature Details

App Login

Users are routed to the web login page from the app to enter their credentials to login to the app.

SSO login is supported.

Tasks

App Home: Users are presented with a list of task types, each showing a count of tasks that are assigned to the user.

Task List: When a user selects the task type they want to view, they are presented with the list of tasks assigned to them. In each list, the user can view:

• Prospect name
• Due time
• Priority
• Account name (if available)
• Sequence name
• Sort options based on Due and Priority

Call Tasks Details:

When a user selects a call task from the list task view, the detailed view is presented. From here, the user can:

• Make a call and execute call tasks
• Add phone numbers and set a status
• Log and complete the task
• Skip step
• Delete task
• Reschedule
• Change priority
• View Prospect details
• View Account details (if available)

Email Task Details:

• Send an email and execute call tasks
• Mark task complete
• Skip step
• Delete task
• Reschedule
• Change priority
• View Prospect details
• View Account details (if available)

Other (non-Call) Task Details: Other task types are not available at the moment.

Meetings

Users can view, create, and edit meetings. The meetings tab will show an agenda view of meetings on a calendar. 

Calls

Making Calls: 

• Only calls via Outreach Voice are allowed.
• When the user is on a call and minimizes the app, the call will continue and can be managed via the notification bar.

Receiving Calls:

• Users will receive calls on the app if the call is made to their Outreach number that has been set as default or was purchased.
• If the app is open, the call screen will appear on top of whichever screen is currently being viewed.
• If the app is not open, then the user will get a call notification on their device.
• If the caller is an existing prospect, the name of the caller will be displayed. Otherwise, only the number will be displayed.

Call Recording: The following scenarios apply in the Mobile App:

• Automatic recording enabled at the organization level
  A consent warning will appear when placing the call. Choosing Yes starts the call with recording enabled; choosing No starts the call without recording.
• Manual recording enabled
  The user will need to manually turn on recording for each call.
• Recording disabled by the organization
  Users will not have the option to turn on recording.

Note: All call recordings are only accessible in the Outreach web (desktop) experience

Call Logs:

• All calls that are made or received will be recorded in the Calls tab, accessible via the bottom navigation bar.
• Tapping on the number will initiate a call to that number.
• Tapping on the Information icon (only visible if the number is affiliated with a prospect) will open the prospect details page associated with that number.

Email

Messages Tab

• All received emails are visible here.
• Tapping on the email will open the mail (if there is a thread then it will open the latest one).
• Reply, Reply all and Forward options are available.
• New emails can be composed by tapping ont he email icon on the bottom right.

Prospect details

• If the prospect details page has an email saved then it can be used to send an email to that prospect.

Compose

• When composing a mail - “to”, “from”, “cc”, “bcc” can be edited and viewed alongside the compose mail box.
• Apple users can add their own Hyperlinks and Images when composing emails. (Function is not available in Android)

Records

• Prospect: Shows the count of prospects that are “owned” by the user.
• Accounts: Shows the count of accounts that are “owned” by the user.
• Kaia: Shows the count of Kaia recordings.

Prospects

On the Prospects list page:

• Users can see all the Prospects they "own."
• Tapping on any Prospect will take the user to the prospect details page.
• Users can view the name of the Prospects, along with (if available) the associated account name and the stage.
• The search functionality in the app allows users to find a Prospect, using various properties in addition to the Prospect’s name to surface relevant results.

On an individual Prospect's details page:

• Users can view all available information about the Prospect.
• If any data is unavailable, the corresponding field is hidden from view.
• Prospect data cannot be edited, except for adding phone numbers.
• Users can make a call directly to the Prospect from this page.
• If there are any active tasks associated with the Prospect, users can view all of them here.

Accounts

On the Accounts list page:

• Users can view all the Accounts they own.
• Tapping on any Account will take the user to the Account details page.
• Users can see the Account name, company logo (if available), and the count of associated prospects.
• The search functionality allows users to find accounts, using various properties in addition to the Account name to surface relevant results.

On an individual Account's details page:

• Users can view all available information about the Account.
• If any data is unavailable, the corresponding field is hidden from view.
• Account data cannot be edited.

Smart Views

• Available on Prospect, Accounts, and Kaia
• Tapping on the page title will open the Smart views menu
• When accessing the page, the view will always be defaulted to “Your prospects” and “Your accounts”
• “Applied filters” from the selected Smart views will be displayed when accessing the icon below the title.

App Settings

By opening the Settings via the cog icon in the top right of the home screen, users can:

• Change the app theme (i.e., dark or light mode).
• View the the name of the org they are logged into.
• View their email ID associated with the logged in account.
• Sign out.
• View the app version.

Email Task Management

• Compose and send emails from Prospect Profiles.
• View and sort tasks.

Inbox Management

• View inbox, reply to emails, and write new emails.

Manual Dialer

• Conduct calls without a call task.

Saved View and Filters

• View prospects and accounts in Saved Views.

Kaia

• Kaia List
  • Can be accessed via the “Records” tab form the bottom nav

  • Users can view KAIA recordings

     

  • Tapping on any KAIA recording row item will take the users to the recording
  • In each section users can see
    • Title of the recording

    • Participants

       

    • Account name
    • Length of the recording
    • Type of recording in the recording icon. ie. Mic icon for audio and Camera icon for video recordings
  • The search functionality is only applicable to finding recordings that exist in the recording list and not in playlist.
  • Sort – Users can sort the list using date
    
     
• KAIA playlist
  • Users can view their playlists
  • Tapping on each playlist item will open the recordings for that playlist
  • For each of the recordings in a playlist the users can see
    • Title of the recording
    • Name of person that add the recording and their notes
    • Length of the recording
    • Type of recording in the recording icon. ie. Mic icon for audio and Camera icon for video recordings
• View recording
  • Header section
  • Users can see the title of the recording. If the title does not fit the screen, then it is automatically truncated
  • Recording info icon. Tapping on this will navigate the user to the recording details. The recording details are divided into 2 tabs.
    • About- This section contains the general details of the recording such as
      • Recording titles, creation time and account name
      • Deal info – Opportunity, stage and amount
      • Notes (only visible if accessed via playlist) - Notes for the recording created when adding to a playlist can be viewed here
    • Speakers – Participant details can be found here
      • Name of participants
      • Account name
      • In case of call recordings where participant names are limited then phone numbers will be displayed
    • Recording section
      • Users can view the recordings from here
      • Tapping on the recording screen will pause/play the recording
      • Top right corner there is button to maximize the recording to full screen
      • When in full screen mode, users can pause/play, users the scrubber, see the video timer and minimize the recording
    • Mid section
      • Users have access to KAIA Summary (via assist), speakers and topics tabs
      • Assist tab – If assist is available then users will see the summary of the recording here. If assist is not available then users will see a message that states “Meeting summary is not available”
      • Speakers tabs – Speaker name (or number if its a call) with their talking engagements times are highlighted here
      • Topics tabs – Topics discussed, and the topics engagement times are displayed here
    • Bottom section
      • Users can find the scrubber and playback controls here
      • Use scrubber to move the video ahead or backwards to a particular time of the video
      • Current time of the recording that is being played and the end time is visible here
      • Pause/play button to pause or play the video
      • Option to mute or unmute the recording. Please note this independent of the device controls
      • Playback speed controls – Users can select the speed of the recording that is being played

Known Issues & Limitations

Please be aware of the following:

• Information in the app may occasionally not show or display incorrectly.
  • To resolve: Please refresh the page by sliding down.
• Currently the dial pad cannot be used during an active call
• Calls can only be made via Outreach voice.
• Only call tasks can be executed. (Other task types can be viewed in a list but cannot be actioned.)

The following features are currently unavailable but coming soon: 

• Sorting and Filtering on Tasks, Accounts and Prospects is not possible
• Adding and Editing of Accounts, Prospects and Tasks is not possible
• Adding prospects to sequences
• Keypad in dial screen
• Adding participants to the call
• Importing phone number
• Mobile notification settings (sound, vibration) 

Frequently Asked Questions

If I have imported my phone number on the Outreach platform, will calls to that phone number ring in the mobile app?

As the Outreach Mobile App app only receives calls via Twilio VoIP, it will not receive or deliver any notification regarding calls to your imported number.

Can I initiate a conference call, add participants, or bridge calls together?

Bridging and conference calls are not currently supported, but are planned for future release.

If I want to receive calls on the Outreach app, what number should others dial?

Any number provided by Outreach, including default or purchased numbers, will work. Numbers not issued via Outreach (e.g., imported numbers) will not receive calls in the app.