Outreach

Reach the people you already know, on whichever channel they answer. Build an audience from your contacts, send by WhatsApp, text or email from your own number and address, work a call list by hand, and answer every reply in one shared inbox.

Overview

Outreach gives you:

Campaigns on WhatsApp, SMS and email, built from your contacts, a saved contact book, a pasted list or a CSV.
A call list your team works by hand, logging what happened on each call.
One shared inbox where every reply lands, with assignment, close and reopen.
Auto reply from your knowledge base when nobody is free, handing over to a person on a keyword.
Provider-approved WhatsApp templates, created and submitted from the dashboard.
A do-not-contact list that is honoured automatically, per channel.

Messages go out from your number and your email address, never ours. That keeps your sender reputation yours and puts you in control of what you spend.

Connect your number

You set this up once for the whole workspace, not per service.

WhatsApp, the quick way

Organization → Messaging → WhatsApp.
Continue with Facebook. Sign in with the Facebook account that manages your business, then create a new WhatsApp number or pick one you already have. We fill in the rest, including the address replies come back to.
Send yourself a test to check it end to end.

Before you start, have a phone number ready that is not already on WhatsApp. If it is, delete that WhatsApp account on the phone first, or the number cannot be used. You will also need a card on your Facebook business settings, under Billing and payments, because WhatsApp bills you for the messages you send.

Or enter the details by hand

Organization → Messaging. Pick WhatsApp or Twilio, then choose Enter the details by hand.
Paste your credentials. We check them straight away and tell you if the provider rejects them. They are encrypted before we store them and never shown again.
Pick the number you send from on the Numbers tab, then send yourself a test.
Paste the webhook address from the Replies tab into your provider console, so answers come back to your inbox.

Email works the same way on Organization → Email. Both are shared: Appointments reminders and Outreach campaigns use the same connection.

Build an audience

An audience can come from any mix of:

Your contacts - everyone in the workspace contact list, optionally filtered by tag.
A contact book - a named list you keep for a purpose, like "Lapsed customers".
Numbers or addresses you paste in, or a CSV you upload.

Duplicates are removed for you, and anyone who has opted out is dropped before sending. The preview tells you how many people will actually be reached and why anyone was skipped.

Send a campaign

Outreach → Campaigns → New campaign. Choose the channel. Only channels you have connected can be picked.
Choose your message. WhatsApp needs a template your provider has already approved. SMS takes plain text.
Fill in the blanks. Map template slots to a person's name or fixed text.
Pick the audience and check the preview.
Send now or schedule it.

Sending runs in the background and you can watch it progress. If your provider starts throttling you, or your monthly allowance runs out, the campaign pauses itself and tells you why rather than failing silently.

Email campaigns

Email campaigns send from the address you verified on Organization → Email, so recipients see your name in their inbox. Every email carries an unsubscribe link and a one-click unsubscribe header, which Gmail and Yahoo require from anyone sending in bulk. You cannot turn that off, and you should not want to: it is what keeps your mail out of spam folders.

Someone who unsubscribes is added to your do-not-contact list immediately. They are dropped from any campaign already in flight, not just future ones.

Write the email

The message opens on Preview, showing the email exactly as it lands in an inbox, with your logo, colours, footer and unsubscribe link, and a sample name standing in for each person. Switch to HTML to change the wording, and the preview catches up as you type.

Start from a template to copy a saved subject and message into this campaign. Your saved template is left untouched, so edits here only affect this send.
Save what is here as a new template, at the bottom of that same list, keeps the email you have written for next time. It then appears for every email campaign and on Organization → Email.
Write {{name}} anywhere to drop in the person's name. Any other blank you use is filled from your contact list and stays empty for anyone missing it, which the preview tells you.

Test two subject lines

On an email campaign, choose Test a second subject line. Write a second subject and decide what share of people get the first one.

Everyone is put in one group or the other, and the same person always lands in the same group - so the test is a fair split, not a coin toss per send.

Once the campaign has gone out, the results appear on the campaign page: how many were sent each version, how many opened, how many clicked. We call a winner once at least 20 people have had each version, because calling it earlier tells you nothing. If both did exactly the same we say so rather than inventing a winner.

Follow up with the people who missed it

Most people will not open your first email. On a campaign that has finished sending, choose Follow up.

Pick who it goes to:

People who did not open it - the usual choice. Same message, new subject line, sent only to the people who never saw it.
People who did not click anything - they read it but did nothing.
People who opened it or people who clicked something - for warming up the interested ones.

We tell you how many people match before you commit. The follow-up is created as a draft copying the original message, so you can change the subject and re-read it before sending.

Anyone who already opened is genuinely excluded - they will not get the same thing twice. Consent and unsubscribes are respected exactly as they are on any other campaign.

Work a call list

A call list is a campaign you work by hand rather than one that sends by itself. Build the audience the same way, then open the list and call people one at a time. After each call, log what happened: answered, no answer, busy, voicemail, call back, interested, not interested, wrong number, or do not call.

People you actually reached drop off the list. People you did not stay on it so you can try again. "Do not call" adds them to your do-not-contact list.

The shared inbox

Every reply lands in Outreach → Inbox, whichever channel it came in on. Anyone on your team with permission can read it, so nothing sits unanswered in one person's phone.

Assign a conversation to whoever is handling it.
Reply directly. On WhatsApp you can write freely for 24 hours after someone messages you; after that WhatsApp only allows an approved template, and the composer switches over for you.
Close it when it is done, and reopen it if they write back.
Auto reply can answer from your knowledge base when nobody is free, and hands over to a person when someone asks for one.

Outreach will not contact someone who has not agreed to hear from you, and it keeps that promise per channel: replying STOP to a text stops texts, and unsubscribing from an email stops email.

STOP, UNSUBSCRIBE or OPT-OUT in a text or WhatsApp message opts that person out immediately.
START or SUBSCRIBE puts them back.
The unsubscribe link in an email does the same for email.
A hard bounce or a spam complaint also stops future email to that address.

Opt-outs apply to reminders and follow-ups too, not just marketing. If someone tells you to stop, everything stops.

What it costs you

You pay your own provider for the messages and calls themselves. Your SoftSolz plan sets how many messages you can send per month across all channels; you can see where you stand on Subscriptions → Usage. When the allowance runs out, campaigns pause rather than half-send.

WhatsApp also sets its own daily limit on how many different people your number can message, starting at 250 for a new number. It raises this on its own as you keep sending without being blocked, and verifying your business with Meta raises it faster. Outreach shows you the current limit and pauses a campaign that reaches it, resuming by itself once the window resets. Nobody is skipped.

Replying inside the 24 hours after someone messages you is free. Reminders and confirmations are charged at WhatsApp's lower utility rate; marketing campaigns cost more. Rates are set by the country the message goes to, so the same allowance reaches more people in some countries than others.

If WhatsApp stops your sending because there is no working card on your Meta account, Outreach pauses the campaign and tells you, rather than letting messages fail one by one. Add a card in your Facebook business settings, under Billing and payments, and sending carries on where it left off.