Outreach

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2. Marketing
3. Marketing Operations
4. Outreach

On this page

• Set-Up
• Sequences
• Sequence Settings
• Collections
• Rulesets
• Outreach Meetings
• Sending Email Using Outreach
  • Sending Limits
• Outreach Automation

Set-Up

User set-up instructions can be found here.

Sequences

Sequences are one of the main features of Outreach. Users can create a series of touchpoints in order to communicate and automate their workflows. We currently have two types of sequences. Master and personal. Master sequences are created to be shared and used across teams. Personal are for your own use.

Naming convention for master sequences include the following:

• MASTER
• LOW or HIGH touch
• Name of campaign
• Region or language (NORAM, APAC, EMEA or Spanish, French, Russian, ect)

Example:

MASTER - HIGH - Just Commit - NORAM

When creating a new master sequence or shared event sequence, please tag marketing ops on the issue for QA review prior to enabling it. The sequence is reviewed to ensure it has the correct rulesets, tags, collections, throttles, variables and other settings. Personal sequences do not need to be reviewed unless you wish to have an additional pair of eyes on it.

Sequence Settings

You may choose the best delivery schedule and ruleset applicable to your goals. You may choose whether or not others can see and use your sequence or if you would like to keep it private. All sequence must have Throttle's enabled. This helps to stagger the volume of prospects moving through a sequence at one time. It is necessary to help prevent users from hitting the email provider's mailing limits. If you have too much volume this may result in you being kicked out of your email inbox by our provider. Max adds per user every 24 hours are to be set up to 75. If you need to request special sequence settings please reach out to Marketing Operations with your use case.

Collections

Collections are an easy way to group sequences, snippets, and templates that get assigned to user groups for easier access. Examples associated to our SDR groups include our SDR Inbound 2020 and 2020 Events collections. You may request new collections by opening an issue in the Marketing Operations Project.

Rulesets

• Default - Does not make tasks on your behalf. Prospects can be added to these sequences more than once, if not already active. prospects are not able to be added to other exclusive sequences, but can be added to a non-exclusive sequence. Updates prospoects to appropriate stages. Resumes out of office prospects after 5 days.
• Campaign - Follows the same rules as the default settings except out of office are resumed 1 day after.
• Create Call Task - Follows same rules as the default except it will create call tasks on opened emails. Minimum email opens needed: 2
• Event - Prospects can only be added to this sequence once. They are not exclusive to this sequence. Out of office are resumed 1 day after.

Outreach Meetings

Outreach.io Disposition	Meaning/Scenarios
Correct Contact: Answered	The correct contact actully picked up the phone and you had a conversation with the contact
Correct Contact: Left Message	You were able to reach the voicemail for the correct contact and you left a message on their machine or with their Personal Assistant
Correct Contact: Not Answered/Other	You were able to reach the correct contact through a company directory but it kept ringing. You reached the contacts voicemail but their voicemail was not set up so you could not leave a message
Busy	Get a busy tone when calling
Bad Number	The phone number is not valid
Incorrect Contact: Answered	The wrong person answered the phone number that you had for this contact and it is the wrong persons phone number (They were not a personal assistant). They didn’t take a message for the correct person or give helpful information
Incorrect Contact: Left Message	The wrong person answered the phone and it is the wrong persons phone number (They were not a personal assistant). They took a message for the correct person/gave you the correct number for the contact
Incorrect Contact: Not Answered/Other	You got through to the voicemail but the voicemail was for someone other than the person who you were trying to contact. Or the person was not listed in the company directory and you were calling the companies main number

Sending Email Using Outreach

Outreach is not meant for mass communications nor bulk email sends it is intended for very targeted account and prospect communications. The Outreach platform is directly integrated to the GitLab Gmail account and each users email is linked through OAuth therefore all activity in Outreach has the potential to impact the IP reputation of the GitLab domain with all major email services providers.

As such there are sending limits built into the Outreach platform as well as limits put in place by Gmail itself.

Sending Limits

• Individual users can send up to 2,000 emails combined between Outreach and Gmail inbox in a rolling 24-hour period.
  • This is the maximum across both systems, if you max out in Outreach, you will be maxed out in Gmail.
• Outreach has a hard limit of 5,000 emails in a rolling seven day period.
  • If you max out in Outreach, your emails will be queued to try again in 24 hours, when your account drops below this hard limit.

Outreach Automation

Outreach will automatically update SFDC status and contact status in these scenarios.

Trigger Name	Outreach Stage	SFDC Status	Status Reason	Conditions
01 - Operational - Added to Sequence - Accepted	Added to Sequence	Accepted		Only if lead or contact status is Raw, MQL, or Inquiry.
01 - Operational - Added to Sequence - Accepted	Attempting to Contact	Accepted		Only if lead or contact status is Raw, MQL, or Inquiry.
01 - Operational - Added to Sequence - Accepted	Unresponsive - Added to follow up	Accepted		Only if lead or contact status is Raw, MQL, or Inquiry.
02 - Operational - Responded & SDR Engaged - Qualifying	Responded	Qualifying		Only if lead or contact status is Raw, MQL, Inquiry, or Accepted.
02 - Operational - Responded & SDR Engaged - Qualifying	SDR Engaged	Qualifying		Only if lead or contact status is Raw, MQL, Inquiry, or Accepted.
03 - Operational - Nurture - No Response	Unresponsive	Nurture	No response	Only if lead or contact status is Raw, MQL, Inquiry, Accepted, or Qualifying.
03 - Operational - Nurture - No Response	Nurture	Nurture	No response	Only if lead or contact status is Raw, MQL, Inquiry, Accepted, or Qualifying.
04 - Operational - Nurture - Accepted	Added to Sequence	Accepted		This will trigger if a lead or contact is in status Nurture and is Added to Sequence again, in this scenario it will remove status reason of No response.
05 - Operational - Not Interested - Unsubscribe - Unqualified	Not Interested - Unsubscribe	Unqualified	Unsubscribe
05 - Operational - Not Interested - Unsubscribe - Unqualified	Do Not Contact	Unqualified	Unsubscribe
06 - Operational - Attempting to Contact - Bounce - Bad Data	Attempting to Contact - Bounce	Bad Data	Bounced email