Outreach Kaia FAQ

Purpose:

The purpose of this article is to provide information to Outreach Users regarding Outreach Kaia.

Intended Audience:

Outreach Users

Note:

Outreach Kaia will not join a meeting if registration is required for Zoom meetings. Users must update the required registration checkbox in Zoom Settings in order for Kaia to join meetings.

Outreach Kaia Frequently Asked Questions

Q: How do I enable Outreach Kaia for my meetings?
A: Outreach Kaia can be brought into any meeting. Kaia will auto-join meetings when the following conditions are met:

The Outreach Prospect is added as an attendee in the meeting invite.
A Zoom or Microsoft Teams web conference link is added to the invite.
A meeting is created from the Google, Outlook, or O365 (Exchange) calendar synced with Outreach.
The meeting host's Kaia user preference is configured to auto-join.

Kaia can be manually brought in by clicking the Join with Kaia button, which is on all meeting invites in the Outreach calendar. For Zoom-enabled orgs, the button is also in their Google Calendar.

Q: When does Kaia join my meeting?
A: Outreach Kaia joins your meeting a minute before the meeting starts. If the waiting room is enabled for the meeting, Outreach Kaia will wait in the waiting room to be admitted for 10 minutes.

Q: I created a meeting using an Outreach-synced calendar; why don’t I see Outreach Kaia Assistant joining my meeting?
A: Outreach requires meetings to be synced in the Outreach calendar to be enabled for Outreach Kaia. If your meeting was created in a Google, Outlook, or O365/Exchange calendar and didn’t sync with Outreach on time, the Outreach Kaia Assistant will not join that meeting. Also, if the waiting room is enabled for the meeting, Outreach Kaia might be waiting for 10 minutes to be admitted to the meeting.

Q: Does Outreach Kaia work for meetings scheduled with Gong landing page?
A: Yes, Outreach Kaia works with Gong landing page in meeting invites. We extract Zoom meeting details from the Gong landing page and use that for adding Kaia.

Q: Can I disable Outreach Kaia for my Prospect Zoom meeting?
A: Today, we don’t allow you to disable Outreach Kaia for an upcoming Prospect Zoom meeting. However, you can remove Outreach Kaia when your meeting starts by removing the Outreach Kaia Assistant as a participant from the meeting or ending the recording from the Outreach Kaia screen.

Q: What happens when none of my invited attendees join the pre-scheduled meeting?
A: Outreach Kaia stays in the meeting or waiting room for 10 mins. If no one joins the meeting during that time, Outreach Kaia will leave the meeting.

Q: For back to back meetings when using the same Zoom ID and waiting room, how should I admit the Outreach Kaia assistant for the upcoming meeting?
A: In order to avoid a single meeting recording that includes two back to back meetings, Outreach recommends you end the Outreach Kaia recording of your first meeting just prior to conclusion. Then, start your second meeting and admit Outreach Kaia from the waiting room to the meeting when prompted.

Q: Can I edit the transcript of the meeting conversation?
A: No. The transcript is autogenerated by real-time speech to text conversation and cannot be edited.

Q: Why is Outreach Kaia not detecting all action items during my meeting?
A: We convert speech to text and then leverage machine learning to detect action items within conversations. The machine learning model is trained for different patterns denoting action intent within the speaker utterances. If your utterance was not detected as an action item, this could be because either Outreach Kaia didn’t generate the accurate transcription for your utterance because of bad audio quality or our model didn’t recognize it as an action item.

Q: Can I manually add action items not detected for the meeting?
A: Yes, in the notes section of the Live Kaia experience you can take a note and save it as an action item.

Q: Who receives the summary email for the meeting?
A: The summary email of the meeting is sent to all internal Kaia users who were in the meeting. These users must be a Kaia user in the same org as the host, and be recognized in the meeting by being signed in.

Q: Can I forward the summary email to other stakeholders.
A: Yes, you can forward the summary email to whoever you like. However, please note the recorded meeting page link will not be accessible to attendees who are not part of your Outreach organization.

Q: Who can view the recorded meetings page?
A: Anyone from your company who has an Outreach license can see Kaia recordings, regardless if they have a Kaia license. Additionally, links to recordings can be shared with those outside your company. See How to share an Outreach Kaia Recording for more information.

Q: Can I delete recorded meetings?
A: Yes, you can select recordings from the recorded meeting list view page and delete them. Please note this will delete the entire meeting recording details - action items, transcript, and audio recording synced with that meeting.

Administrators now have governance settings that control which users can delete recordings and which cannot. If a user does not have privileges to delete recordings, they will not see a delete option on the recording and should contact their admin.

Q: How can I understand the context of action items automatically captured during the meeting?
A: All the action items on the recorded meeting page link to the appropriate section in the meeting transcript. You can click on an individual action item’s time stamp to link to the associated transcript section to get more context.

Q: Can I download my Outreach Kaia recordings?
A: Yes, see How To Download a Kaia Recording for more information.

Q: What are Outreach Kaia Content Cards?
A: Outreach Kaia Content Cards are user-created and populated content that surfaces in a Kaia meeting for the rep when a trigger is processed.

Q: How do I create a content card?
A: Refer to the

How To Create Outreach Kaia Content Cards article.

Q: What information do content cards provide to reps?
A: Content cards can surface relevant data and talking pints for reps, provide links for additional information, and streamline the follow up process.

Q: Are there different types of content cards?
A: Yes, currently Outreach provides the following types of Outreach Kaia Content Cards:

Competitor
Product
Integration
Pricing

Q: Why is Kaia not auto-joining my Zoom meetings even though I have all of my Outreach settings configured properly?
A: Certain Zoom settings, when enabled, can prevent Kaia from joining meetings. For example, having the Request permission to unmute setting enabled both in your settings and within the preferences for an individual meeting will prevent Kaia from joining.

Q: I have a technical issue with Outreach Kaia, who do I contact.
A: Outreach Support is always here to help. Submit a Support Request and select Outreach Kaia from the sub-topic dropdown menu to submit a request.

Q: I am unable to play back call recordings and receive an error to check my network connection. I've double-checked my internet connection and can access other websites. How can I fix this?
A: The most common cause for a network connection playback error is due to a VPN rule that is blocking the server. You can test this by trying to access the call recording over a different network that does not use VPN. To resolve this on a VPN network, contact your network administrator to allow the following Outreach server domains: http://miprodwestus2a1dcustomer.blob.core.windows.net with domain prefixes for