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How to Handle Rep PTO

Amber Garrett
Updated

Overview

Outreach is a crucial part of many reps' day-to-day workflow so when a rep goes on a holiday there are a few things to keep in mind. Below we list a few suggestions on how to best manage Outreach when a rep is out. We split things out between a short absence of a few days versus a longer absence (family leave). 

Table of Contents

Guidance for Managing Time Off

Short Absence

Option 1: Pause prospects

Before they go out, instruct your rep to pause all their prospects active in sequence:

    1. As a manager or as a rep, navigate to Sequence states for a given sequence.

    2. Select all prospects marked as Current sequence status is Active. 

    3. Filter the list:

      • If the rep owns the prospect, use Owner is You.

      • If the rep does not own the prospect they sequence, use Current sequence user is [rep name].

    4. Add a tag to all these prospects labeled OOO date.

    5. Now select Pause to pause all selected prospects.

    6. Repeat for each impacted sequence as needed.

This ensures no activity happens while the rep is gone. Check out a quick video showcasing these steps.

 Once the rep returns, reactivate your paused prospects:

    1. Navigate toSequence states for a given sequence.

    2. Select all prospects marked as paused. 

    3. Filter the list for your OOO date tag.

    4. Select Resume to restart them into the sequence.

    5. Repeat for each impacted sequence as needed.

Check out this video for more visual instruction.

Pro Tip: Tagging is important here in case the rep has prospects that were previously paused and should not be resumed. Do not forget to remove the OOO tag once resumed! 

Option 2: Manage on Behalf of Users 

Instead of pausing prospects in a sequence, a manager or colleague monitors active tasks of the absent rep and completes, reschedules or skips any manual sequence tasks. This way the prospect moves forward in the sequence. 

Note: Beware of skipping tasks that might be references in a follow-up action -- e.g., skipping an email task when the next email is a reply thread.

First, find the tasks that are past due:  

  1. Navigate to Tasks.
  2. Under Assigned, select the appropriate User.
  3. Under Type, select these Options:
    • Sequence Email
    • Sequence Call
    • Sequence Task
  4. Under Due at Date Date Range, select Until Today.

Next, skip the past due tasks (do not delete them):

  1. Select all tasks past due.
  2. Select the 3 dots at the top of the page for more actions.
  3. Select Skip Step.

Check out this video for more visual instruction.

What happens if someone replies?

  • If a response is received, the rep will follow up within a few days once they have returned.
  • Alternatively, the manager monitors the inbox and follows up on replies. 
  • Pro Tip: Ensure the rep does have an OOO email reply enabled. 

Long Absence or Departure

When a rep is absent for a longer time frame due to family leave (for example), it is often best to fully reassign prospect ownership and all corresponding tasks to a new user. The new rep can simply pick up the tasks where the other rep left off. Luckily this is a quick and easy process within Outreach. 

First, ensure you have the setting Propagate Prospect Ownership enabled. 

  1. Navigate to Sequence states for a given sequence.
  2. Select all active Prospects of the user that is leaving.
    Note: Prospects not in sequence do not need to be changed.

(For complete details, see How to Transfer Sequenced Propsects.)

Next, select the new owner to which you want to assign the Prospects. Watch this video for complete instructions on how to complete these applicable steps.  

This will reassign the sequence actor to the new rep so all current and future tasks and mailings will be on behalf of the new owner. 

You may consider leaving this setting disabled until you intend to reassign all tasks and mailboxes to prevent accidental reassignment and/or confusion for reps. 

Note: If you do not want to enable the Propagate Prospect Ownership feature you can still change ownership manually by following the steps described here.

Additional Information

How to Enable Propagate Prospect Ownership 

How to Transfer Sequenced Prospects 

 

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