Outreach Mobile App Overview [BETA]

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 is currently in BETA, and 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) and executing call tasks through Outreach Voice.

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.

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, and for now execute call 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.

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)

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

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.

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.

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.

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.

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.
• Navigation is limited while on a call.
• Calls can only be made via Outreach voice.
• Prospects and Accounts lists are hardcoded to populate using the owned filter.
• 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
• Manual dialer to make a call
• 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.