How to Handle Rep PTO
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).
Option 1: Pause prospects
Instruct your rep to pause all their prospects active in sequence so that no activity happens while they are out.
As a manager or as a rep, navigate to Settings > Sequence states and then select all prospects marked as ʻActiveʼ
Open the Sort & Filter panel, and select You under the Owner field
If your rep does not own the prospect they sequence, you can filter by Sequencer
Add a tag to all these prospects labeled 'OOO date'.
Now select 'Pause' to pause all selected prospects.
Here is a quick video showcasing these steps.
Reactivate your paused prospects once the rep returns
Navigate to Settings > Sequence states, and then select all prospects marked as paused
Open the Sort & Filter panel, and search for your tag you applied before heading OOO
Select ʻResumeʼ to restart them into the sequence, Check out this video here 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.
- Beware of skipping tasks that might be references in a follow-up action. For example, skipping an email task when the next email is a reply thread.
- Here is how to find your rep's tasks and skip them. Check out this video here for more visual instruction.
- Find the tasks that are past due.
- Navigate to Tasks > Under Assigned, select the appropriate User > Under Type, select the Options Sequence Email, Sequence Call and Sequence Task > Under Due at Date Date Range, select 'Until Today'.
- Now skip the past due tasks (do not delete them):
- Select all tasks past due > Select the 3 dots at the top of the page for more actions > Select 'Skip Step'
- Find the tasks that are past due.
- What happens if someone replies?
- If a response is received, the rep will follow up within a few days once they have returned.
- Or 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.
- Ensure you have the setting “Propagate Prospect Ownership” enabled (support article). Navigate to settings > sequence states and select all active Prospects of the user that is leaving (prospects not in sequence do not need to be changed).
- Select the new owner to which you want to assign the Prospects. This video here will provide further instruction 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.