Note: This is a LIMITED BETA Feature |
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This feature is currently in beta and generally not available for additional customers at this time. However, if this feature is critical to your business, please reach out to your Outreach account contact to discuss your business needs. |
Objective
The below information answers commonly asked questions about Outreach's texting feature, currently in a limited beta.
For more information on Outreach Voice and features, refer to our Outreach Voice section.
Applies To
- Outreach Texting Beta Users
Frequently Asked Questions
Note: While Outreach's Texting feature is in its Beta phase, some features are not currently supported. When the feature clears Beta, documentation will be updated to reflect the applicable changes.
How will I know if I've missed a text in Outreach?
There are three ways Outreach notifies you a text message is pending your review:
- A red dot will appear over the message icon in the navigation sidebar.
- A number in parenthesis appears in the Outreach tab in your browser.
- If enabled, you'll receive an email notifying you of an unread text message. This email includes a clickable link for quick reply.
For more information, see also How To Configure Missed Text Email Notifications in Outreach.
Will text messages appear in the activity history of the Prospect? What about my activity feed?
Text messages appear in the activity history in the platform and in the extension. Text messages can also be seen on the Prospect Activity Overview.
Can I text more than one person at a time?
Bulk messages and group chats are not currently supported.
Can I text non-US numbers, including Mexico and Canada?
Texting can only be sent to and from US and Canadian numbers. It is not available for other countries at this time.
Can I text via Outreach using an imported phone number or Bring Your Own Voice (BYOV)?
No. Texting in the Outreach platform only works with numbers purchased through Outreach and Local presence is not an option with this feature.
Does Outreach support Multimedia Messaging (MMS) such as GIFs, Images, etc.?
MMS messages cannot be sent through the Outreach texting feature. However, you can receive MMS messages.
Can my Prospects opt-out of receiving my text messages?
If a Prospect opts out in Outreach via standard or granular unsubscribe, Outreach will block SMS messages to the Prospect and the Prospect's phone number.
Can a Prospect opt-out of receiving text messages by replying "stop" to a text message?
If a Prospect replies to a text with STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT, Outreach will opt the prospect out from receiving SMS messages.
Prospects can continue to receive messages by replying with START or UNSTOP.
Do we include automatic opt out language?
After the first message sent to a prospect, we automatically send a follow up message that says: Reply STOP to unsubscribe.
Note: This message does not show in conversation history. This can be turned off by having an administrator navigate to your organization's Voice settings and disabling the setting Automatically send STOP instructions after first message.
Can I include special formatting, such as hyperlinks, in my text messages?
At this time special formatting is not supported in text messages sent from the Outreach platform.
Can I include variables that reference the prospect, account, opportunity, or sender in my text messages
No. Variable usage is not supported within Outreach texting, and will likely result in message failure.