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Outreach Glossary

Lauren Sawyer
Updated

Purpose

The purpose of the Outreach Glossary is to provide Outreach users with information regarding commonly used terms within the Outreach community.

Intended Audience:

  • Outreach users

Notes:

  • This article is a dynamic document and is subject to change without notification.
  • Some products and features defined in this article may not be available to all users or organizations. Contact your organization's Outreach admin or account manager as applicable.
  • For more information regarding any content within this article, keyword-search the related term in this Knowledge Base or visit Outreach University for free training content. 

Table of Contents

Use the links below to jump to a relevant section.

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Outreach Glossary

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360 view

The primary landing page within the Outreach platform; the Outreach platform homepage.

 

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A/B testing

Also known as split testing, this experiment involves two variants, usually for measuring and comparing the market response to each. For example, you can compare two emails with different subject lines to see which has a higher open rate.

 

Account

A record of primary and background information about an individual or corporate customer, including contact data, preferred services, and transactions with your company.

 

Account-based selling (ABS)

Primarily a B2B selling framework that treats qualified or high-value accounts as unique markets in themselves. Each account deserves dedicated resource allocation and hyper-personalized, multi-point engagement with different teams from your organization.

 

Account executive (AE)

A salesperson that sells a product offering. They are responsible for holding a discovery call, giving the prospect a product demo, closing the deal, etc.

 

Account score

Also known as buyer intent score, this is a numeric field found on the account object that enables third parties to build integrations into Outreach and allows users to prioritize accounts most likely to become customers.

 

Active

Prospects that are currently being scheduled within a sequence.

 

Activity feed

A log of all activities that occur in the Outreach instance. Objects can also have activity feeds, such as accounts, prospects, opportunities, sequences, etc.

 

Admin user

An Outreach user that provisions and manages teams, owns issues within the platform and platform sync and sets up Outreach (triggers, meeting types, prospect, and account fields, call dispositions). Admins often work directly with an Outreach CSM to track company milestones.

 

Advanced task mapping

This is one of the ways that Outreach can sync activity data into a connected CRM. Compared to standard task mapping (which pushes activity through the Lead <> Prospect and Contact <> Prospect sync settings), advanced task mapping gives admins the ability to connect Outreach activities directly to the task/activity objects in the CRM.

 

Agoge sequence

A sequence structure designed for cold outbound to high-priority prospects that leverages personalization from the initial email ten different times across a sequence. Adopting this structure led to doubling reply rates and opportunities generated on the Outreach team. It has become the standard sequence structure for Outreach and many other companies using the Outreach platform.

 

Amplify return date extraction

Amplify's return date extraction uses machine learning technology to identify out-of-the-office (OOO or OOTO) emails and automatically pause and resume the sequence based on the return date in the email. The feature extracts contact information from a sender's email and automatically sends you an inbox notification to take action, as well as extracts new contact information from the email and notifies the rep of actions to take.

 

App

A program or software application that can be installed on the Outreach platform to add additional functionality and improve a company's workflow.

 

Application programming interface (API)

A software intermediary that allows two applications to talk to each other.

 

Archive

This function is used to prevent templates from being actively used. They are still saved for reference.

 

Associate with an opportunity

This feature attaches activities with a prospect to a related opportunity. This will give you the ability to view activities within the opportunity tab.

 

Auto email

Emails sent automatically to prospects based on the time interval you set for each sequence step.

 

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Bento (colloq.)

An informal term for Production Environment, the web app instance on which your Outreach org resides. Outreach web services for both production and sandbox contexts are distributed among multiple Production Environment groupings. Production Environment may also be referred to as app ID. Learn more here.

Bi-directional sync

Outreach's synchronization process which copies files between applications and platforms to reconcile changes as needed.

 

Blueprint

A content library built into Outreach that provides you with a templated starting point for any sales email, using email best practices that will get every rep on your team up-to-speed faster. A blueprint can be used to create a sequence, template, or snippet.

 

Booked meeting

A calendar invite that includes at least one prospect.

 

Bounced email

An email that cannot be delivered or reach the prospect’s email server. In most instances, the prospect's email is no longer active. Or this could mean that the domain has been flagged and blocked by the receiving party's provider, although this is less common.

 

Branded URLs

Provide users the ability to personalize public calendar links, unsubscribe links, and open-tracking or click-tracking links. Additionally, branded URLs can improve an organization's spam score by putting these services under a domain that matches the organization's brand.

 

Bulk actions

Steps taken in the Outreach platform that will affect a large number of prospects. Outreach admins can permit or deny the ability for other users to take bulk actions on prospects under the governance profile settings.

 

Buyer sentiment 

A numeric field found on the account object that enables third parties to build integrations into Outreach and provides users with the opportunity to prioritize accounts that are most likely to become customers. The buyer intent score field in Outreach supports positive, negative, integer, and non-integer values.

 

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Call disposition

The defined outcome of a call. Outreach's standard call dispositions are "answered" and "unanswered." Custom call dispositions may also be entered manually.

 

Chrome extension

See Outreach Everywhere.

 

Click rate

Percentage of unique prospects who replied to an email within 14 days of delivery.

 

Click tracking

Records when the recipient clicks links within an email.

 

Clone

Creates a copy of an existing sequence or template, enabling users to make edits that will not impact the original content.

 

Collaborators

Users contributing to a Success Plan can include buyers and sellers.

 

Collection

An organizational feature used to group similar content for users in the same role or on the same team who may benefit from having quick access to templates, sequences, and snippets.

 

Commit Forecast Overview

The Outreach Commit Forecast Overview allows revenue leaders to deliver tighter forecasts by combining the team’s forecast, pipeline coverage visibility, and pipeline snapshots for real-time data and engagement signals.

 

Contacted at

A filter used in the prospect tab to search prospects by the specific date they were engaged.

 

Contacts per prospect

The average number of calls and emails by a rep across all contacted prospects.

 

Content

Outreach content is primarily built using templates and snippets. These features can be applied to your sequences to automate your sales engagement process. Templates can also be developed for meeting types to automate your booking process.

 

Content creator

This Outreach user builds and/or modifies all sequence types, templates, and snippets. They manage A/B testing and update content. They may also align with their company’s marketing team to showcase updated material and events.

 

Conversation intelligence

Conversation intelligence is technology that consistently identifies data-driven, actionable insights for reps to improve the quality of sales calls. It helps sales teams instantly understand what’s going on in a deal and surface the correct information before, during, and after the meeting. Kaia, a feature of Outreach Guide, uses real-time conversation intelligence to guide sellers to success.

CSS BPO

CSS is our support partner, a BPO (Business Process Outsourcing) company with 25 years of experience, 10k employees, and 18 locations worldwide. They provide Outreach with a technical team of remote individuals from San Jose to Costa Rica to assist basic support plan customers.

 

Customer engagement

Customer engagement is the ongoing cultivation of a relationship between the company and consumer that goes far beyond the transaction. It’s a company's intentional, consistent approach that provides value at every customer interaction, thus increasing loyalty. Customer engagement refers to how the consumer sees and interacts with the experience across platforms. 

 

Customer experience 

Customer experience is an immersive brand process that may include marketing campaigns or cultivating a distinct in-store culture. The goal is to see your business from your customer’s perspective and create an ideal situation that moves them to make a purchase.

 

Customer relationship management (CRM)

The process of storing account information and managing account health, typically through specialized software. Outreach is compatible with the CRM software Salesforce and Dynamics, which are integrated via an API connection.

 

Customer satisfaction

Customer satisfaction measures how much your consumer likes their experience and engagement. It is usually the last determining factor on whether a customer will return or leave the interaction feeling unfulfilled. 

 

Customer success advisor (CSA)

An Outreach advisor similar to a customer success manager. Outreach customers assigned a CSA will interact with different team members as applicable, rather than a single point of contact (such as when working with a CSM). CSAs assist with strategy and best practices.

 

Customer success engineer (CSE)

An Outreach technical expert with a deep technical understanding of the Outreach platform. This includes how every feature functions, how features interact with the platform as a whole, and how enabling features impact workflows.

 

Customer success manager (CSM)

An Outreach manager who understands customers' goals, use cases, and pain points. They can explain Outreach platform features and specialize in providing strategic consultation.

 

 

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Daily/weekly send limit

The Outreach platform has a default limit of 5,000 emails per week. This limit only applies to emails sent from the Outreach platform, Outreach Everywhere, and the Outreach Sales Engagement Add-in for Outlook. A daily limit can be set for users within the organization's settings.

 

Date-based sequence

The Steps by Exact Date/Time sequence type is used when a one-time event is scheduled, such as a webinar, conference, or trade show. 

Note: Once a user has chosen a date and time, no additional prospects can be added to the sequence once the specified date has passed. To reuse the sequence/sequence step, configure the sequence with a Steps By Day Interval sequence type.

Deal Engagement Timeline

This Outreach Commit feature provides a chronological view of all deal activity, including interactions with the customer and opportunity updates. Revenue leaders, managers, and reps can get a single view of what has occurred to date for every deal in the pipeline.

Deal Health

This tool is part of our revenue intelligence solution Outreach Guide. Deal Health gives sales managers and reps the capability to identify which deals may be off track and specific insights about what is going well, what could be better, and quick actions that enable you to get the deal back on track.

Deal Health score

This Outreach Guide feature provides a Deal Health score and indicates what’s going well, where to focus, and suggested actions. The score is calculated using signals from emails, calls made, scheduled meetings, and CRM activity. The feature provides critical information on the health of a deal and any risks or obstacles preventing the deal from moving forward.

 

Deal management

This Outreach Guide capability describes the steps required to keep buyers engaged and deals on track, from the initial discovery call to negotiating a contract. Outreach Guide helps sellers and managers execute stronger deal cycles from start to finish.

 

Deal Pacing

The Outreach Commit metric Deal Pacing reviews all open deals with a close date within the current sales period, evaluating how many dollars in the pipeline are pacing per the average win model. Find more detail in the Outreach Commit support articles.

 

Deal Risk Signals

The Outreach Commit feature examines more than 100 deal risk signals. It then alerts revenue leaders when their forecast is off-track, and their deal may be at risk, allowing them to intervene proactively. Find more detail in the Outreach Commit support articles.

 

Decorating

You can perform actions using Outreach from within Salesforce or Gmail. Outreach places icons on top of the UI to perform actions such as sending an email or making a call, also known as email or phone decorating.

 

Delete task

Deleting a task related to a sequence will pause the prospect in sequence. This will not remove the record; it only removes the task from being executed.

 

Delivered email

Any sequence or one-off email that successfully reaches a prospect.

 

Disabled (sequence)

The whole sequence is turned off. Disabling or reactivating won't affect individual prospects if their status is failed.

 

Domain

An easy-to-remember name associated with a physical IP address on the internet and appears after the @ sign in an email address. A domain allows you to create a branded URL and improve your spam score.

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Email bump

A type of reminder that brings an email to the top of a user's inbox at a specific time.

 

Email histogram

This graph shows the number of inbound emails from the prospect vs. outbound emails from the rep over the course of a year, broken down by month.

 

Email Sentiment

The Outreach Engage feature Email Sentiment uses machine learning to provide actionable insight into sequence performance beyond open and reply rates. Outreach identifies and classifies a sequenced prospect's email reply sentiment as: positive, objection, referral, unsubscribe, or other. Email sentiment is not captured for one-off emails.

 

End of month forecast

The number of meetings projected for a rep to meet by the end of the month (using machine learning).

 

Engagement

Any form of communication with a prospect, including calls, email, and LinkedIn.

 

Engagement panel

A set of fields that a Salesforce admin can create on the lead and contact page layouts. These fields give complete visibility to Outreach’s actions for every lead and contact in Salesforce.

 

Engagement score

An algorithm Outreach uses to score prospect engagement. The engagement score is calculated by the number of opens/clicks/replies from the most recent mailing received by that prospect.

  • Open - 1 point
  • Click - 2 points
  • Reply - 3 points


Exclusive to sequence

A user can only be in one sequence at a time.

 

Executive sponsor

Outreach user responsible for overall health and success of Outreach. 

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Failed (prospect)

When a prospect is marked failed, the user can hover their mouse over the "failed" label, and Outreach will display the reason, some of the most common being:

  1. Prospect daily limit exceeded
  2. Missing template variable
  3. Template syntax error
  4. SMTP error - user name credentials are incorrect.

Field

An input/attribute on an object that can be edited.

Filter

Used to define a search for a specific prospect/account or group of prospects/accounts.

 

Finished

The prospect is done with the sequence regardless of whether they replied or not.

 

Follow-up sequence

A type of sequence used whenever you want to follow up with someone automatically.

 

Follow-up task

A task created via a follow-up sequence or email bump that prompts a user to execute.

 

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Galaxy extension

An approved 3rd party extension that leverages one of the Outreach APIs to integrate into the Outreach experience.

 

Governance

Settings to control permissions on the instance-wide and individual levels to permit or deny platform abilities of users.

 

Granular opt-out

Excludes specific communication channels, like email or calls. This enables organizations to contact people by their preferred communication method(s) only.

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Host

A meeting host, or organizer, is the user that initiates a meeting via their public calendar.

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Inbound calls

Calls originating from a prospect to a sales rep.

Insert availability

The ability to insert specific dates and times as hyperlinks into an email for prospects to book meetings.

Instance

An organization's copy of Outreach.

Integration

Apps you can install on the Outreach platform that add additional functionality and improve workflows.

 

Interval-based sequence

The Steps By Day Interval sequence type is used for recurring campaigns and is separated by user-defined time intervals. Action steps are based on the user’s time zone, not the prospect's. Time interval steps allow users to add prospects to a sequence at any time. When a prospect is added to a time interval step, the prospect follows the specified time intervals.

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K

Kaia

Kaia, part of Outreach Guide, is an intelligent virtual assistant that accelerates deals by improving meetings live, not just afterward. Kaia combines real-time sales enablement and advanced automation to make every sales rep more effective and every customer conversation more productive, closing deals faster. Kaia provides sales reps with the critical information they need, exactly when they need it.

 

Kaia Content Card

Feature within Kaia that provides quick access to important resources based on conversational intelligence. Kaia can also trigger user-generated supporting materials during a meeting.

 

Knowledge Base

The Outreach library of technical information (text, animation, GIF, or image) which provides information and direction regarding troubleshooting, installing, configuring, and otherwise managing the Outreach platform, Outreach products, and third-party integrations.

 

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Layouts

Customizable formats that consist of sales intelligence tiles built to equip sales reps with relevant information about the people and organizations they engage using Outreach Engage.

 

Lead score

Scorings organizations use to prioritize prospects based on vectors that make them more likely to buy.

 

License

The number of seats an organization purchased in their package, though not all licenses may be used at any given time.

 

Link sharing

The ability to create links to specific resources that grant access to resources or pages, only within that URL, without explicit sign-in. Ex. Kaia recordings and Success Plans each include a link-sharing icon on their landing pages.

 

Linked template

Connects a local template to the original template. Any changes made to the template locally will also change the original template. It also keeps the statistics on opens, clicks, and replies consistent throughout the platform.

 

Local number

Can be purchased manually or automatically via local dial/presence and allows Outreach users to use a previously purchased phone number. Users may also purchase a new phone number with the same area code as the prospect they are calling to increase the likelihood that a prospect answers the call.

 

Locked sequences

Sequences that have been locked remain in Outreach but cannot be used. Sequences are often locked when out-of-date but must be kept for archival purposes.

 

Locked users

Locked users are inactive; the account cannot be accessed, and it does not count against an organization's available seats.

 

Logged call

A call that has been completed by selecting a specific disposition.

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Mailbox

The email address associated with an Outreach instance.

Mailing state

The status of an email in the outbox: delivered, opened, clicked, replied, scheduled, bounced, or unsubscribed.

 

Mailing type

How an email is composed and sent out. Mailing types include one-off, bulk, and sequence emails.

 

Manual email

Manual emails are used for sending out customized emails. When a prospect enters a manual email step, a manual task will appear in the tasks tab. This email task will be due at the time interval selected for the step. The task will be completed when the email is sent, and the prospect will progress to the next step.

Manual (meeting setting)

Meetings can be assigned to anyone in the organization. There is no provided ordering, and links are specific to an individual user.

Mapping

Refers to matching data fields between Outreach and a CRM like Salesforce.

 

Marketing qualified lead (MQL)

A lead who has indicated an interest in what a brand has to offer based on marketing efforts or is otherwise more likely to become a customer than other leads.

 

Meetings booked

The total number of calendar invites sent to at least one external guest, regardless of whether or not the invite was accepted.

 

Meeting conversion rate

Percentage of unique prospects contacted who were invited to a meeting.

 

Meeting types

Templates that can be selected from a drop-down menu when creating different kinds of meetings to fill in the basic information automatically. Meeting types are beneficial for recurring meetings that have the same meeting details. There are three meeting settings: Manual, Round Robin - Flexible, and Round Robin - Strict. 

 

Multi-recipient sequences

Placing multiple people within a single sequence while designating someone as the primary point of contact. Outreach recommends placing five recipients in sequence per target account.

 

Mutual action plan (MAP)

Mutual action plan (MAP) helps both sides identify the resources, milestones, and other information required to fulfill customer needs. This approach removes the guesswork and makes closing deals faster and more straightforward, as customers can trust you will provide them with exactly what they need. 

 

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Object

An element within the Outreach plugin that enables polling and pushing via object fields and toggles.

 

Objection

An email that is classified by Outreach's machine learning as containing a negative sentiment.
Ex. "We're too busy right now."

 

One-off task

Action items that can be created in Outreach Engage that are not associated with workflows from your sequences.

 

Open opportunities

Opportunities that have not been lost or won yet and still require active work to move them through the sales cycle.

 

Open rate

How many delivered emails were opened; a high email open rate generally correlates to campaign success. For industry-specific benchmarks, visit the Outreach blog, "Email Open Rates: Which Benchmarks Matter Most?"

 

Open tracking

Once successfully delivered to a prospect, Outreach will automatically detect if an email sent through the platform was opened. This is then surfaced in Outreach reporting.

 

Opportunity (also, sales qualified lead, SQL)

Prospects that have been deemed to have a higher chance of becoming a customer.

 

Opt-out/unsubscribe

Indicates a desire from a particular prospect to no longer be contacted. Opt-outs can be set up to indicate a prospect no longer wishes to be contacted entirely or through a specific communication type such as calls or email (utilizing granular opt-out).

 

Outbound calls

Calls originating from a sales development representative or an account executive to a prospect.

 

Out of office extraction

Amplify's return date extraction feature pulls contact information from a sender's email and automatically sends you an inbox notification to take action. Our machine learning technology can identify out-of-the-office (OOO or OOTO) emails and automatically pause and resume the sequence based on the return date in the email, extract new contact information from the email, and notify the rep on actions to take.

 

Outreach 

Outreach offers the industry’s first and most complete Sales Execution Platform designed to help go-to-market and sales teams accelerate pipeline generation (with Outreach Engage), close deals faster (with Outreach Guide), and forecast with confidence (with Outreach Commit). Today more than 5,500 organizations are maximizing their full revenue potential by leveraging the platform’s automated workflows and AI/ML driven insights to win deals more predictably by closing execution gaps across the entire sales cycle. The privately held, award-winning company operates globally and is headquartered in Seattle.

 

Outreach Commit

Outreach Commit is used for revenue operations and is part of Outreach’s Sales Execution Platform. Commit helps revenue leaders optimize their pipeline, build health trust, and forecast with the highest possible accuracy. Commit analyzes real-time buyer engagement signals to help leaders understand if deals should be included in the forecast. It also connects to Outreach’s sales engagement platform for reps to take action on relevant deals.

Features include:

Outreach Engage

Outreach Engage is our industry-leading Sales Engagement Solution for business development and sales reps. It empowers sales leaders and their teams using an intelligent execution system that automates and optimizes prospecting workflows to build more pipeline and maximize productivity. Outreach Engage enables every sales and business development rep to sell like your best rep, driving predictable revenue growth and success.

Features include:

Outreach Everywhere

The Outreach Everywhere Google Chrome extension works in Gmail, Salesforce Lightning, and Salesforce Aloha ("Classic"). Outreach Everywhere brings the power of Outreach into other environments.

 

Outreach Galaxy 

Outreach Galaxy is (i) Outreach’s catalog of technology integrations with 3rd party software solutions and (ii) a broad set of platform APIs and SDKs that allow partners and customers to build connected solutions on Outreach’s Platform.

 

Outreach Guide

Outreach Guide is a revenue intelligence platform that automates selling plans, assists reps in sales meetings with AI-generated insights, and offers teams visibility into their deals. With real-time conversation intelligence and best-practice action plans, reps and managers can rely on revenue intelligence for more robust deal management and improve execution in each sales cycle stage. 

Features include:

Outreach Insights

Outreach Insights delivers a suite of AI-driven reports that equip sales leaders with actionable insights to drive improvement for playbooks, people, and processes.

 

Outreach integrations

Encompass Outreach APIs, software development kits (SDKs), and an ecosystem of technology partners to connect the Outreach platform to 3rd party technology software solutions. Outreach integrations include CRM plugins, extensions that enhance Outreach’s UX, and a variety of workflow integrations.

 

Outreach Sales Engagement Add-in for Outlook

The Microsoft Outlook add-in that enables users to use Outreach from Outlook. For further information on how to enable the add-in, visit this related help article.

Outreach Sales Execution Platform

Outreach is the only Sales Execution Platform that automates sales engagement and turns intelligence into actions that improve execution across every sales cycle stage, from prospecting to deal management to forecasting. The Outreach platform helps teams improve sales execution to drive efficient, predictable growth for revenue organizations.

 

Outreach University

The center of learning for customers to learn how to use the Outreach platform. Visit Outreach University at university.outreach.io to access courses, live webinars, and on-demand workshops.

 

Outreach Voice

The Outreach Voice feature allows phone-based and computer-based dialing to make and receive calls directly through the Outreach platform.

 

Overdue task

A task that has passed the assigned date of completion.

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Paused (OOTO)

An email was sent to a prospect, and an out-of-the-office reply was received, so the sequence will not move to the next step. They will remain paused until they are manually resumed.

Paused (prospect)

The user has manually paused the prospect within the sequence; they will remain paused in the sequence until manually resumed.

Pending

The sequence hasn't been enabled from the master toggle. It could also mean that the daily throttle limit has been reached, or there is no delivery window open in the assigned schedule.

 

Permissions

Settings dictate what users can see, edit, and create within the Outreach platform.

 

Persona

A way to classify prospects based on similar attributes, to aid effective communication. Types of personas include sales leadership, sales management, executive, etc.

 

Pipeline generation

Describes the tasks associated with sourcing new revenue opportunities. Examples include prospecting, lead management, and customer expansion. Outreach Engage helps sales reps generate pipeline more efficiently.

 

Plan owner

A user who manages a Success Plan and receives updates on all related activity.

 

Plugin

A type of integration specific to adding data functionality.

 

Poll

When Outreach requests information from Salesforce or another CRM.

 

Positive reply

An email response that Outreach's machine learning classifies as favorable in nature.

 

Power user

A leader within a team who assists with early adoption, identifying challenges, sharing best practices, and championing the Outreach platform.

 

Production Environment

The web app instance on which your Outreach org resides. Outreach web services for both production and sandbox contexts are distributed among multiple Production Environment groupings. Production Environment may also be referred to as a bento (colloquial) or app ID. Learn more here.

 

Professional services consultant (PSC)

Well-rounded project managers and technology consultants that work directly with customers post-sale to help configure Outreach and build workflows to their unique specifications. 

 

Professional services team

Consulting organization designed to help our customers get the most value out of their Outreach usage. Professional services specialize in billable projects ranging from new customer onboarding to current customer optimizations within all segments and customer sizes. 

 

Profile

A category that can be assigned to users to dictate a user's permissions.

 

Prospect

A person, company, or entity that a user is trying to engage in doing business together. Includes both leads and contacts.

 

Prospect engagement

The amount a prospect has viewed, replied to, or interacted with Outreach content.

 

Prospect role

A classification within an organization or the deal cycle. Examples of the prospect's role could be a "CMO," or they could be the "champion" of your product at their organization.

 

Prospect stage

An Outreach term that indicates where a prospect is within your buyer journey. It's equivalent to Salesforce's "prospect status."

 

Prospect status

A Salesforce term that indicates where a prospect is in the buyer journey.

 

Prospecting 

Outbound efforts performed in an attempt to generate sales pipeline.

 

Prospects added

The total number of unique prospects added into a sequence.

 

Prospects contacted

The total number of unique prospects contacted by email, call, or meeting. These contacts can be either inbound or outbound.

 

Public calendar

An individual's calendar that those outside the organization can view. Public calendars are helpful when prospects or those outside your organization need to book a meeting.

 

Push

When Outreach sends information to Salesforce or another CRM.

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Qualification

The process of reviewing a potential sales opportunity and making sure that the opportunity meets all of the criteria established by sales leadership to qualify as a possible opportunity.

 

Qualified opportunity (or qualified lead)

A sales opportunity in which the prospect meets specific criteria such as budget and need with a reasonable timeline in which the opportunity would turn into a closed deal.

 

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Recipients

The individuals who have received something such as an email.

 

Recording

This term is typically in response to a recorded call, a phone call, or a video call.

 

Recycled

Where a record goes when marked for deletion, records are kept for 15 days before being permanently deleted.

 

Referral

An email reply from a prospect in a sequence that Outreach's machine learning classifies as indicating another contact at the organization. Ex. "You need to talk to our accounting manager."

 

Reply

A response to an email from a prospect.

 

Reply follow-up sequence

The purpose of the reply follow-up sequence is to leverage automation to eliminate low-value tasks, simplify manual follow-up steps, and encourage prospective customers to reply.

 

Reply rate

Percentage of unique prospects who clicked on a link in an email within 14 days of the email being delivered.

 

Resources

These are assets that can be shared with a prospect or a customer. A support page would be an example of a resource.

 

Responded

When a prospect has engaged with an Outreach user via any form of communication such as call or email.

 

Response time

The median time it takes an Outreach user to respond to a call or email after a prospect has responded.

 

Retry

Refers to when a prospect is in a failed sequence state due to a technical reason such as a missing variable or mailbox that is not synced. Technical attention is needed for the prospect to continue in the sequence. Once the problem has been resolved, the sequence step can be initiated again.

 

Revenue Hero

Revenue Heroes are professionals who see or can find execution and efficiency gaps across revenue functions. They want to be on the leading edge of GTM innovation, are eager to push the envelope on their personal development, and welcome the opportunity to help drive organizational transformation. Learn more about the Revenue Hero's journey here.

 

Role

User roles are a way to control which actions your users can take within Outreach based on their relationships with other users in the organization. Roles are built with a hierarchy that indicates which users report to other users.

 

Round Robin - Flexible

Meetings are assigned evenly amongst a team but can be reassigned as needed. Links are connected to a team rather than a specific user.

 

Round Robin - Strict

Meetings are assigned evenly amongst a team. The user cannot change the meeting host, and links are connected to a team rather than a specific user.

 

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S

Safety settings

Part of a sequence ruleset that gives users the ability to configure prospect engagement options. This includes how often a prospect can be added to that particular sequence, whether or not a prospect is exclusive to that sequence and more.

 

Sales accepted lead (SAL)

When an individual other than the account owner generates a sales opportunity, the account owner accepts. Typically SALs are created by those with a goal of creating sales opportunities, such as SDRs/BDRs and CSMs.

 

Sales development representative (SDR)

Their primary role is prospecting or creating qualified leads for account executives.

 

Sales engagement 

Sales engagement is the umbrella that covers all interactions between sales reps and buyers, including calls, emails, and face-to-face meetings. Sales engagement extends beyond traditional outreach to include outreach quality and consistent measurements of feedback and data.

 

Sales Execution Gap

The difference between a revenue organization’s potential and its actual performance caused by inefficient prospecting, inconsistent deal management, and inaccurate forecasting. Learn more about how to close the Sales Execution Gap.

 

Sales Execution Intelligence

Outreach Sales Execution Intelligence brings together rich, one-of-a-kind data with powerful AI technologies and embeds that intelligence into sales workflows to enable better decisions, execution, and outcomes at all levels of the revenue organization. (This was previously referred to as Outreach Amplify.)

 

Sales Execution Platform

Outreach is a Sales Execution Platform that automates sales engagement and turns intelligence into actions that improve execution across every sales cycle stage, from prospecting to deal management to forecasting. Outreach is the only company to offer sales engagement, revenue intelligence, and revenue operations on one platform. As a result, more than 5,500 companies, including Zoom, Adobe, Okta, DocuSign, and SAP, depend on Outreach to power their revenue organizations.

 

Sales Execution Report

The Sales Execution Report, part of the Outreach Insights suite, provides a holistic view of the impact of sales activities on business outcomes by tracking key metrics across the sales process.

 

Sales forecasting

The Outreach Commit feature sales forecasting predicts expected revenue over a given period. Outreach uses historical baselines to run thousands of simulations to provide a distribution of forecast outcomes and allow you to model different scenarios. 

 

Sales Hacker

Sales Hacker is Outreach’s community and thought leadership arm. It was founded as an independent media organization, which Outreach acquired in 2018 in a community-buy strategy. Today, Sales Hacker is home to more than 56,000 active members in the B2B/sales space, as well as a robust events schedule (two live webinars/week + ad hoc live events), guest thought leadership publication calendar, one weekly show (1 Email, 2 Takes), and two podcasts (The Sales Hacker Podcast and Revenue Innovators), plus a jobs board.

 

Sales intelligence tile

Sales intelligence tiles are built to equip sales reps with relevant information about the people and organizations they engage with through Outreach. They are found in the prospect and account overview tab in the layouts.

 

Sales qualified lead (SQL)

A prospective customer who has moved through the sales pipeline, from marketing-qualified lead through sales-accepted lead, to a position where the sales team can now work on converting them into an active customer.

 

Saved view

See "Smart view."

 

Scenario Planner

The Outreach Commit feature Scenario Planner allows users to adjust assumptions (win rates, etc.) and model forecasts under different scenarios. Revenue leaders can test the model’s assumptions and run through various hypothetical scenarios based on their business knowledge.

 

Scheduled email

An email message scheduled to send at a future time. It can be determined by a sequence schedule, manual adjustment, or other mechanisms.

 

Schedules

A series of time blocks can be created on various days of the week, including weekends, that reflect the time frames when emails should be delivered from a sequence and tasks.

 

SCIM API

Outreach offers an open API that will pull vast amounts of data and run specific analytics in the business intelligence platform of an organization's choice.

 

Send later

The option to delay sending a message until a scheduled time.

 

Sentiment

A prospect's perceived view of, or attitude toward, a situation or event.

 

Sequence

A series of touch points built to drive deeper engagement with a prospect. Sequences are a guide to ensuring the right sales activities are conducted, and communications are sent to build a sales pipeline and close deals.

 

Sequence ruleset

Outreach allows users to apply customized rulesets to sequences without making manual adjustments as prospects progress through a sales cycle.

 

Sequence states

Represents where a prospect is in a sequence. The sequence states are: pending, active, paused, paused OOTO, disabled, failed, bounced, finished (replied), finished (no reply), and opted out.

 

Sequence step

Single touch points within a sequence, which can include an automated email, a manual email, or another task.

 

Skip task

Users may skip a task that is part of a sequence, so the prospect advances to the next step. Someone can skip a task for many reasons, including having too many manual tasks or if a phone number is not available to call the prospect.

 

Smart view

Allows users to search, filter, and view specific records in a list and then save them. Users can then quickly return to this filtered view.

 

SMS

SMS or "short message service" refers to standard text messages to a phone number.

 

Snippet

Snippets are images or text used to help craft emails quickly to speed up a workflow. Snippets are typically short, such as a bulleted list.

 

Solutions consultant (SC) 

A trusted Outreach advisor and subject matter expert who shares insights and learnings to improve sales processes and efficient use of technology. The team is engaged throughout the entire sales and customer lifecycles, helping maximize value realized by Outreach’s customers.

Sort

Organize a data set based on a selected factor.

 

Stage

See "Prospect stage."

 

Standard task mapping (STM)

Activity titles for syncing into CRM that are configured on the contact and lead objects (separately).

 

Subscription

A customer's annual subscription for Outreach product(s) that are billed monthly. Pricing is based on the products and services outlined in the mutual contract. For more information about your subscription, visit your billing portal or contact our billing team at billing@outreach.io.

 

Success criteria

Shared business objectives within a Success Plan that a buyer and seller can add to or manage.

 

Success Plans

Part of the revenue intelligence platform Outreach Guide, Success Plans are trusted and transparent plans for sales teams to stay aligned with buyers. Success Plans eliminate the need for the sales teams to rely on fragmented email threads or shared spreadsheets to manage complex deals. It creates a centralized hub for all the information exchanged, speeds up the deal cycle, and keeps both parties on the same page throughout the process. 

 

Support

Outreach customer resource team to be contacted for help with technical troubleshooting and solutions. You can contact the Outreach technical support team by logging into the Support Portal from within the Knowledge Base or the Outreach application.

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Tags

Tags assist with categorizing by adding relevant keywords to accounts, opportunities, calls, meeting types, and meetings.

 

Task

Reminders to take action regarding following up with a prospect. The types of tasks include phone call, email, LinkedIn, or a generic task.

 

Task list

A compilation of all due and overdue tasks that require completion. Users can access their daily queue anytime through the 360 view on desktop or the Outreach Everywhere Chrome Extension. From there, they can press play to start executing their tasks.

 

Task priority

When creating a new task, users can choose from a list of priorities to help filter and speed up their workflow. Users can choose the following task priorities: no priority, urgent, normal, or low.

 

Teams

Segments Outreach views by a group of users. This helps with the organization of your Outreach data. Team filters can currently be applied to prospects, sequences, snippets, templates accounts, tasks, calls, and reports.

 

Technical support engineer (TSE)

An Outreach product expert who offers support through chat, web, and phone (based on an organization's support plan). This team works closely with other success teams at Outreach to ensure our customers are getting the level of support needed in a timely and efficient fashion.

 

Template

Templates provide users quick access to content frequently used in sequences, one-off, and single-compose emails.

 

Throttle

Sequence throttles allow users to stagger the volume of prospects moving through a sequence at one time, safeguard against reaching mailing caps, and help users iterate more quickly when A/B testing.

 

Time blocks

Open windows of availability for prospects to book meetings and Outreach users to book meetings on behalf of a teammate. Time blocks are customizable within the user's calendar settings.

 

Total projected finish

Displayed in Outreach Commit, the total projected finish metric is a single call (i.e., the rep’s projected number) for your organization’s sales period based on actuals and typical close rates for your specific business. You can find more detail in the Outreach Commit support articles.

 

Trigger

A powerful admin feature within Outreach that automates actions by creating "if this, then that" functionalities.

 

Type

Field type - A Salesforce term that applies to all the different fields available to be used on objects.

Task type - Identifies if a task was created by a sequence or manual user input, as well as the type of task. (Ex. Email, task, etc.)

For meeting type, see "meeting types."

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Unlocked users

An active user whose account can be accessed and counts toward an organization's available seats.

 

Universal task flow

Universal task flow allows users to execute tasks more efficiently on top of Salesforce, LinkedIn, or any other website. When starting a task, a new browser tab displays the landing page, and users can easily switch between the prospect's Outreach, Salesforce, or LinkedIn profiles.

 

Unmanaged package

Unmanaged packages are similar to open-source code, meaning the building blocks needed for the package are provided, but the package's author does not support it.

 

Unsubscribe request

An email that Outreach's machine learning classified as being a request to be removed from communication, such as, "Take me off your list." It does not include clicks on unsubscribe links from within emails, only requests to be removed.

 

Upcoming task

Located on the 360 view, this is a list of tasks for the week, used to prepare for the volume and variation of tasks.

 

User group

A set of users who have similar roles, regions, and goals.

 

User role

A way to control which actions users can take within Outreach based on their relationships with other users in the organization. Roles are built with a hierarchy that indicates which users report to other users. These roles work together with user governance profiles to restrict actions that users of that profile can take.

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Validations

Validation rules verify that the data a user enters in a record meets specific standards that allow saving the record. Within Outreach, admins can create pick list validations that match Salesforce fields, so users are required to choose from a list of options within the pick list.

 

Value consulting

Sometimes called value advisory or value engineering in other companies, it plays a vital role in our collaborative selling process and demonstrating the best partner fit. Working with our sales, services, and solutions partners, we focus on outcomes first, advocate for discovery, and collect workflow and operational baselines, all to help our team, and the customer understand the quantitative and qualitative value from the Outreach platform in their specific context. 

 

Variable

Variables allow information to auto-populate in an email template or snippet, making your emails relevant to the participant. Variables might go by merge fields, placeholder, or custom fields in other applications, but it’s all the same idea; information that already exists within the profile information of the prospect will auto-populate into the email.

 

Voicemail drop

A pre-recorded message that can be automatically left for prospects when making an unanswered outbound call.

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Weighted Pipeline 

The Outreach Commit feature Weighted Pipeline uses historical win rates from each stage or forecast category to predict how much pipeline is likely to be won. Find more detail in the Outreach Commit support articles.

 

Window mode

When Outreach content is launched in a separate window that snaps to the side of a browser. This makes the Chrome extension, Outreach Everywhere, immediately responsive to the web content being viewed and keeps up with a user's workflow as they move between different pages.

 

Workflow

An organized and repeatable activity pattern based on the user's specific role or function.

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