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Retention and outreach

Turn a defined audience into governed follow-up

Choose who should enter the workflow, how the agent should engage, which channels are allowed, when the cadence should stop, and where responses should go.

Review communication controls
Execution loop
Configured workflow
  1. 01SourceAudience or lead inbox
  2. 02ModeScripted, guided, autonomous
  3. 03ChannelsVoice, SMS, email
  4. 04GuardrailsResponse, time, attempts
Campaign operations

Design the audience, content, cadence, and stop conditions together

The product connects audience enrollment, agent behavior, branded templates, channel timing, communication controls, preview, and engagement monitoring in one task workflow.

Audience source

Start with the people the workflow should serve

Enroll from a supported audience or lead-inbox flow, including built-in cohorts, predicate audiences, static lists, and source filters where configured.

  • Audience membership
  • CSV or spreadsheet static lists
  • Lead-source and status filters
Cadence behavior

Choose how much of the sequence the agent decides

Use scripted steps, guided suggestions, or autonomous channel choices based on the control level appropriate for the workflow.

  • Per-step timing
  • Sequential, parallel, or agent-decided channels
  • Drag-and-drop cadence design
Content

Pair agent guidance with reusable branded messages

Build email or SMS content with personalization variables, smart variants, images, and previews, then test before publishing.

  • Block or HTML email editing
  • SMS and optional MMS
  • Interest-aware variants and fallback content
Guardrails

Define when outreach proceeds and when it stops

Apply stop-on-response, quiet-hour behavior, channel consent, opt-out state, per-channel delays, and maximum attempts to the workflow.

  • Stop after customer response
  • Attempt limits and timing
  • Consent- and channel-aware execution
Outreach workflow

From audience definition to operator follow-up

Each stage is visible and editable, so the workflow can be tested before contacts enter it.

  1. 01

    Choose the source

    Select the audience or incoming lead conditions that should enroll a contact.

  2. 02

    Assign the agent and behavior

    Choose the location, agent, and outreach, inbound, or hybrid task model.

  3. 03

    Build the cadence and content

    Set channels, timing, templates, guidance, preview, and fallback content.

  4. 04

    Apply guardrails and publish

    Review response stops, time windows, consent state, attempts, and test sends.

  5. 05

    Monitor and act on responses

    Follow engagement status, escalations, conversations, and next actions in the operator workspace.

Responsible outreach

Automation does not remove the need for audience and message review

Teams remain responsible for the purpose, audience, content, frequency, consent basis, jurisdiction, and provider requirements of each campaign.

Review the audience

Confirm why each contact should enter the workflow and whether the available channel state supports the intended purpose.

Test content and variants

Review personalization, fallback content, links, sending identity, and rendering before publishing.

Monitor responses and failures

Use conversations, action queues, deliverability, tool activity, and traces to manage the live workflow.

Scope note: Communication controls support your outreach process; your legal and compliance teams should approve the audience, purpose, content, and policy for deployment.

Related

Connect outreach to customer and team workflows

Outreach design

Map the audience, message, cadence, and response path

Bring the segment, purpose, channels, content requirements, timing, consent approach, and team handoff. We will turn them into a scoped workflow.

Review controls