Purpose:
The purpose of this article is to provide information to Outreach Users regarding how Kaia works with Outreach Voice, provide users with the ability to have live enablement with Kaia while on calls as well as view Kaia recordings.
Intended Audience
- Outreach Users
Notes:
- This functionality is only available to Outreach customers who use Outreach Voice and for those who have purchased Outreach Kaia.
Frequently Asked Questions
Which calls will Kaia join and record?
Any Outreach Voice calls that are being recorded. Kaia respects your Outreach Voice recording settings. If you auto-record, Kaia will automatically join. If you have it set up that consent is required, Kaia will automatically join once you consent and begin the recording.
Do I need a Kaia license for my calls to have Kaia?
Yes. Only users who have been assigned a Kaia license will have their calls joined by Kaia.
With Kaia for Voice, is there an announcement made to the prospect if a Kaia recording is in progress?
No, Kaia does not make a recording announcement. Similar to recording with Outreach Voice, the rep will still need to advise the prospect that the call is being recorded.
Which Kaia features can I use with my Outreach Voice calls?
All Kaia functionality is available for Outreach Voice calls that are eligible for Kaia. During the call, you can access the real-time transcription, note-taking functionality, content cards, automated action items and real-time analytics.
Upon calls being recorded by Outreach Voice, they will be automatically added to the Kaia Recordings page where they are searchable in the same ways that other Kaia recordings are.
On an individual recording page, you are able to listen to the call recording using the same controls as a regular Kaia recording. You can also bookmark, leave notes, download, and share the link to the recording.
How long are Kaia recordings retained in the Outreach system? Do my data retention policies for Outreach Voice recordings apply to Kaia calls?
Kaia recordings are retained indefinitely unless they are deleted by a user.
What setup steps are required for Outreach Voice calls to appear in the Outreach Kaia recordings section?
Users need to be granted an Outreach Kaia license and call recording needs to be enabled. For better transcription accuracy, make sure to add your Company Website URL.
Does Kaia work with Live Listen in Outreach Voice?
Only your Reps can currently see the Live Kaia experience. You can still utilize Live Listen capabilities.
What Kaia information syncs to CRM for Outreach Voice Calls?
Any notes or quotes/bookmarks (taken during the call) are added to the Outreach Voice call notes which can be synced to CRM.
Do Outreach Voice governance settings for recordings apply to Kaia recordings?
No, governance settings for Outreach Voice call control who can view Twilio recordings. To govern Kaia recordings, you may update Kaia Meetings settings in profiles.
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