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
• iOS

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 executing 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 both iOS and Android phones.

• iOS: Download and install from the App Store.
• Android: Download and install from the Google Play Store.
  

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 mobile devices, 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, and execute call and email tasks.
• Call Capabilities: Make and receive calls, including hold, audio preferences, and mute.
• Manual Calling: Dialer feature enables direct calls from within the app.
• Recording: Calls can be recorded, with transcripts and recordings accessible in the web (desktop) experience.
• Prospect and Account Management: Search for and view details related to Prospects and Accounts.
• Email Inbox: View incoming emails and send replies.
• Smart Views: Customize your Prospects and Accounts list views with your preferred Smart Views.

Feature Details

Login

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

Tasks

Task Types (Homepage)

Users are presented with a list of task types and meetings. The homepage displays 3 tasks by default with filters for All Tasks, Calls, and Emails. Additional task types become visible when selecting Show More. All task types can be accessed from this section.

Today's Meetings

View and access all your remaining meetings for the day. An option to create new meetings is also available.

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 are available based on Due and Priority.

Call Task Details

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

When a user selects an email task from the task list, the detailed view is presented. From this view the user can:

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

Templates that are added to sequenced manual emails for tasks now auto-populate when viewing or executing those tasks.

Other Task Types

Other task types (non-call and non-email) cannot be accessed at the moment. This is coming soon.

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. Local presence is enabled, and a dialpad IVR is also available.

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, 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.

Manual Calling

A dialer has been added to the Recents tab from the bottom navigation bar. This feature enables direct calls from within the app.

Call Recording

There are three scenarios for call recording 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 hamburger menu on the right side of each row presents three options:
  • View Prospect (only visible if the number is associated with a prospect) — opens the prospect details page.
  • View Call Logs — view and fill call logs.
  • Callback — call the number.
• If there are unlogged calls, a banner will be visible at the top of the page. Tapping on this banner takes the user to a call log page showing only the calls without logs.

Meetings

Agenda View

In the Meetings tab, users can see the Agenda view of their meetings starting from the current day.

• Tapping on a meeting opens the Meeting Detail page.
• If there are no meetings for a date, the date is displayed with a "No meetings" message.
• If a meeting is scheduled for multiple days, the same meeting appears on each of those days.
• Tapping on the "New Meeting" floating icon takes the user to the Create New Meeting view.

Meeting Details

Users can view and edit the meeting from this page. If a video conference is set up:

• Users can join the meeting with Kaia if Kaia is available.
• If Kaia is not available, users can join using the configured Video Conference option.

An "All day" meeting duration option is available. Selecting this assumes the meeting lasts the entire day, and users only need to select the start date and end date (not the time).

The Meeting Detail page contains the following information:

• Meeting type
• Title
• Start and end time
• Video conference option
• Host
• Guests
• Associated Opportunity
• Location
• Description

Emails

Messages Tab

All received emails are visible in the Messages tab, accessible from the bottom navigation bar.

• The inbox list shows the "From," "Subject," and a small snippet of the mail content.
• Tapping on the email opens it (if there is a thread, it opens the latest one).
• Reply, Reply All, and Forward options are available.
• New emails can be composed by tapping the email icon on the bottom right.

Send Mail to a Prospect

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

Composing a Mail

When composing a mail, "To," "From," "CC," and "BCC" can be edited and viewed alongside the compose mail box.

• Apple users can add their own hyperlinks and images when composing emails. (This function is not available on Android yet.)
• Variable inputs auto-populate in the compose window. If the variables cannot auto-populate due to lack of data, the user will be warned when sending the mail.

Templates, Snippets, and Variables

All three are accessible from the compose view. List and search functionality is available for all three, and a preview is available for templates and snippets.

Records

Prospects

Prospect List Page:

• Users can see all the Prospects they own (or have access to via Smart Views).
• 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 allows users to find a prospect. The search uses various properties, not just the prospect's name, to find relevant results.

Prospect 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

Accounts List Page:

• Users can view all the Accounts they own (or have access to via Smart Views).
• 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. The search uses various properties, not just the account name, to find relevant results.

Account 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.

Kaia

Kaia List:

Accessible via the Records tab from the bottom navigation bar. Users can view Kaia recordings and tap on any recording to open it.

• Each row displays the title of the recording, participants, account name, length of the recording, and type of recording (mic icon for audio, camera icon for video).
• The search functionality is only applicable to finding recordings that exist in the recording list, not in playlists.
• Users can sort the list by date.

Kaia Playlist:

• Users can view their playlists.
• Tapping on each playlist item opens the recordings for that playlist.
• For each recording in a playlist, users can see the title, the name of the person who added the recording and their notes, the recording length, and the recording type.

View Recording:

Header Section

• Users can see the title of the recording. If the title does not fit the screen, it is automatically truncated.
• Tapping the recording info icon navigates the user to the recording details, divided into two tabs:
  • About: General details including recording title, creation time, account name, and deal info (opportunity, stage, and amount).
  • Speakers: Participant details including name, account name, and phone numbers for call recordings where participant names are limited.
• Notes (only visible if accessed via playlist): Notes created when adding to a playlist can be viewed here.

Recording Section

• Users can view the recordings. Tapping on the recording screen will pause/play the recording.
• A button in the top right corner maximizes the recording to full screen. In full screen mode, users can pause/play, use the scrubber, see the video timer, and minimize the recording.

Mid Section

Users have access to three tabs:

• Assist: If Assist is available, users will see the summary of the recording and can use the "Ask a question" function to interact with Kaia. If Assist is not available, a message stating "Meeting summary is not available" or "Meeting assist is not available" will be displayed.
• Speakers: Speaker name (or number if it is a call) with their talking engagement times highlighted.
• Topics: Topics discussed and their engagement times.

Bottom Section

• Scrubber to move the recording ahead or backwards to a particular time.
• Current time of the recording being played and the end time.
• Pause/play button.
• Option to mute or unmute the recording (independent of device controls).
• Playback speed controls.
• Option to skip to next speaker/topic.

Minimized App — Kaia Media Player:

When viewing a recording, the app can be minimized and still play the recording in the background. Controls available in this mode include pause/play, scrub controls, and the ability to view the recording title. The media player is visible and controllable on both the locked screen and the unlocked screen (minimized app). Closing the application or leaving the Kaia recording page removes the background media player.

Add to Playlist:

• If users have access, an option to add a recording to a playlist is available in the top right corner of the recording page.
• Recordings can be added to an existing playlist with the option to choose a starting point ("Start at beginning" or "Start at current time") and to add a note.
• Once added, users can navigate to that playlist and find the recording.
• If users do not have access, a simple button to view recording info will be available instead.

Opportunities

Opportunities List Page:

• Users can view all opportunities they own (or have access to via Smart Views).
• Each row displays the Opportunity name, Account name, and five fixed properties (if applicable): Amount, Close date, Stage, Prospect count, and Forecast category.
• Total amount is visible at the bottom of the screen.
• The search functionality allows users to find opportunities using various properties, not just the opportunity name.
• Sort options include Close date, Amount, and Stage.
• Currency displayed is based on the selection made in the web application.

Smart Views

Smart Views are available on Prospects, Accounts, Opportunities, and Kaia. Tapping on the page title opens the Smart Views menu. When accessing the page, the view defaults to "Your Prospects," "Your Accounts," "Kaia Recordings," or "Your Opportunities." Applied filters from the selected Smart View are displayed when accessing the icon below the title.

Smart View options include:

• Set as Default / Unset Default
• Edit Smart View
• Save Smart View
• Delete Smart View

Filters: Add and edit filters. Filters include a built-in search to quickly find specific filter options. Filters can be saved as Smart Views.

Sort: Sort fields available in the app include Amount, Close date, Stage, Name, Prospect, and Forecast category. The selected sort item can be saved and loaded as part of Smart Views.

Search: To initiate a search, enter the query and press "Enter" on the onscreen keyboard. The searched query can be saved and loaded as part of Smart Views.

Forecasts

In the Forecast page:

• Users can see their Forecasts with all metrics displayed.
• Metrics can be edited and submitted.
• Users can select and view the Rollup menu (for managers), Sales Period, and Currency (if enabled).
• Submission history can be viewed and downloaded.
• Selecting a selectable forecast metric opens the Opportunity List to show the metric breakdown.

In-Person Recording

This feature can only be accessed if the user has the In-Person recording feature enabled (i.e., has the Meet SKU enabled). To access this, go to the Meetings tab in the bottom navigation bar and tap on "New Meeting." Two options will be displayed: Schedule a Meeting and Record In Person (which starts the in-person recording flow).

Initiating a Recording

Once the user initiates the recording, they will be prompted with a consent modal. Accepting this will start the recording.

Note: The recording will only record audio via the mobile device.

Recording Controls

• Pause: Puts the recording on hold.
• Resume: Continues recording from where it was paused.
• Change Title: Change the default title to a custom title.
• "i" Icon: Opens the details of the recording with the option to edit details.
• Add Guests: Search existing users and add them to the guest list. If a user does not exist, enter a valid email address to add to the guest list.
• Meeting Description Edit: Leads to the update description section.
• Stop: Stops the recording. Users will be presented with a warning modal before confirmation.

Notification Bar

The recording will continue even when the app is minimized or the device is locked. Users can view the duration of the recording and pause/play from the notification bar.

Save and Upload Recording

Once the recording is over, the app will automatically save the recording on the device even if the app was closed unexpectedly.

Note: When recording, please ensure that the device has sufficient memory to store the recording.

Upload states:

• Uploading: Upload is in progress.
• Uploaded: The recording is successfully uploaded to Outreach servers.
• Recording will be available soon: After uploading, the recording is being prepared to be displayed and made accessible on the Kaia list page.
• Upload failed: If the upload fails, the user will be prompted to "Retry" if automatic retry also fails.
• Upload reconnecting: When the user retries the failed upload. The upload attempts to start from the point of failure; if not, it starts over as a last resort.

Once the upload is successfully complete, the recording is automatically deleted from the device.

In-Person Recording Details Page

This page is similar to the Kaia details page with three differences:

1. A video plays showing the audio amplitude.
2. Recording info view includes a speakers list and description (if any was added during the recording).
3. Attributing speakers:
   • Unattributed speakers show as "Speaker 1," "Speaker 2," etc.
   • Speakers can be attributed via the guest list.
   • Speakers can be reassigned and unassigned.
   • More guests can be added via the "Add Guest" button.

Settings

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

• Change the app theme (dark mode or light mode).
• View 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.

Known Issues and Limitations

Please be aware of the following:

• Information in the app may occasionally not show or display incorrectly. To resolve, refresh the page by sliding down. If that does not work, close the app and try again.
• Navigation is limited while on a call.
• Calls can only be made via Outreach Voice.
• Only call and email 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
• Adding and editing Accounts, Prospects, and Tasks
• 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 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 a 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.

How do I use variables and templates when writing an email?

Templates, variables, snippets, and preview are accessible when composing a new message.