Outbound Calls

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Overview

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How to Make Outbound Calls

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Making Individual Calls

1. Navigate to Calls > Make Call
2. Enter phone number
3. Select agent
4. Click Call Now
5. Monitor call in real-time

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Making Calls via API

POST https://api.tabbly.io/v1/calls/outbound
Authorization: Bearer YOUR_API_KEY
Content-Type: application/json

{
  "phone_number": "+1234567890",
  "agent_id": "agent_123",
  "contact_data": {
    "name": "John Doe",
    "email": "john@example.com"
  }
}

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Setting Up Outbound Campaigns

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Campaign Creation

• Name your campaign
• Select target agent
• Define campaign goals
• Set start/end dates

• Upload contact list
• Import from CRM
• Manual entry
• Filter existing contacts

• Call timing rules
• Retry logic
• Compliance settings
• Success criteria

• Review settings
• Start campaign
• Monitor progress
• Adjust as needed

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Upload Contact Lists (CSV, Excel)

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Supported Formats

• Comma-separated values
• UTF-8 encoding
• Headers in first row
• Standard format

• .xlsx format
• Multiple sheets supported
• Formatted data accepted

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Required Columns

• Phone number (required)
• Contact name (optional but recommended)

• Email address
• Company name
• Custom fields
• Variable data

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Upload Process

1. Navigate to Campaigns > Upload Contacts
2. Select file
3. Map columns to fields
4. Preview data
5. Validate phone numbers
6. Import contacts

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Data Validation

• Format validation
• Country code verification
• Duplicate detection
• Invalid number removal

• Remove duplicates
• Standardize formats
• Validate email addresses
• Clean phone numbers

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Call Scheduling and Timing

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Scheduling Options

• Start calling immediately
• No delay
• Best for urgent campaigns

• Set specific start time
• Date and time selection
• Time zone aware

• Daily, weekly, monthly
• Set recurrence pattern
• Automatic execution

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Time Zone Management

• Detect contact time zone
• Adjust call times accordingly
• Respect local business hours

• Set specific time zones
• Override automatic detection
• Custom time zone rules

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Time Zone Management for Outbound Calls

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Best Practices

• Only call during business hours
• Configure per time zone
• Avoid early morning/late night

• Research shows best times vary
• Test different times
• Analyze response rates
• Optimize based on data

• Skip holidays
• Configure holiday calendar
• Respect local holidays
• Custom holiday lists

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Call Pacing and Throttling

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Pacing Controls

• Set maximum calls per hour
• Prevent overwhelming systems
• Maintain quality

• Fine-grained control
• Smooth call distribution
• Avoid spikes

• Adjust based on performance
• Slow down if issues detected
• Speed up if all going well

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Throttling Benefits

• Prevents system overload
• Maintains call quality
• Reduces costs
• Improves success rates

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Retry Logic for Failed Calls

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Retry Configuration

• Set maximum retries
• Configure retry intervals
• Define retry conditions

• Busy signals
• No answer
• Voicemail
• Network errors

• Immediate retry
• Wait 1 hour
• Wait 24 hours
• Custom intervals

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Smart Retry Logic

• Learn from previous attempts
• Adjust retry timing
• Skip numbers that won’t answer
• Optimize retry strategy

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Voicemail Detection and Handling

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Voicemail Detection

• AI-powered detection
• High accuracy
• Real-time identification

• Leave custom message
• Hang up immediately
• Schedule callback
• Send follow-up SMS

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Voicemail Messages

• Personalized voicemails
• Include contact information
• Call-to-action
• Professional tone

• Keep it concise
• 30-60 seconds ideal
• Include key information
• Clear next steps

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Do Not Call (DNC) List Management

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DNC Compliance

• Check against DNC lists
• Skip DNC numbers
• Maintain compliance
• Legal protection

• Upload DNC lists
• Maintain internal DNC
• Respect opt-outs
• Regular updates

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Opt-Out Handling

• Honor opt-out requests
• Add to DNC immediately
• Confirm opt-out
• Document properly

• Central DNC database
• Sync across campaigns
• Export DNC lists
• Compliance reporting

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Compliance with Calling Regulations (TCPA, GDPR)

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TCPA Compliance (US)

• Prior express consent
• Identify caller
• Provide opt-out mechanism
• Maintain records

• Consent tracking
• Caller ID configuration
• Opt-out handling
• Record keeping

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GDPR Compliance (EU)

• Consent for calls
• Right to object
• Data protection
• Privacy by design

• Consent management
• Data minimization
• Privacy controls
• Right to erasure

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Best Practices

• Always obtain consent
• Honor opt-outs immediately
• Maintain detailed records
• Regular compliance audits
• Stay updated on regulations

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Best Practices

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Next Steps

• Learn about call batching: Call Batching
• Configure inbound calls: Inbound Calls