Outbound overview

Outbound combines a contact workflow, a target audience, and a campaign schedule. Open Products → Outbound in dashboard.avoca.ai to get started. Some teams also see Happy Calls, a rollout-specific Outbound workspace with Calls, Analytics, and Configuration tabs. Use it only when Avoca has enabled and configured the workflow for your team.

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Understand the building blocks

• Workflows define the sequence of customer contacts, delays, and follow-up paths.
• Audience Filters create reusable groups from synced customer and job data.
• Campaigns connect a workflow to an audience and determine when it runs.
• Preferences save campaign defaults such as service-area phone numbers.
• Exclusions hold phone numbers that should not receive outbound campaign contact.
• Customer Notifications configures integration-dependent event notifications when available.
• Overview reports campaign reach, engagement, bookings, and work still in progress.

Some teams also see Happy Calls, a rollout-specific workspace with its own Calls, Analytics, and Configuration pages.

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Common Outbound programs

Outbound can support programs such as:

• Member or maintenance follow-ups
• Non-member maintenance and seasonal promotions
• Unsold-estimate follow-up
• Expiring-membership outreach
• Customer satisfaction and review requests
• Job scheduled, rescheduled, canceled, or appointment-reminder notifications

Give each campaign and workflow a purpose-specific name. Do not reuse a marketing audience for an operational notification without reviewing its consent, content, and recurrence.

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Recommended launch order

1. Complete compliance and brand onboarding.
2. Confirm that the sending phone numbers, service areas, and CRM sync are ready.
3. Create a workflow and publish it after reviewing every contact step.
4. Create a reusable audience filter, or prepare the audience source you will use in the campaign.
5. Upload and review exclusion lists before selecting the audience.
6. Create the campaign, preview the audience, configure its schedule, and review the summary.
7. Start with a controlled audience and monitor results before expanding reach.

See Create and manage campaigns, Build workflows, and Build audience filters for the individual tasks.

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Read the Overview page

Use the campaign selector to report on all campaigns or a chosen set, then apply a date range. The page can include:

• Historical Analytics: audience size, bookings, response rates, and channel performance
• Workflow Node Analytics: results for each step in the selected workflow
• Workflow Phase Timeline: how work progresses through the sequence
• Current Status: calls or texts waiting, scheduled, and completed today
• Audience Details: the people associated with the selected campaigns

Use the same campaign and date filters when comparing results. Different audience windows or campaign selections can make two otherwise similar reports look inconsistent.