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Knowledge Base & Support

Short answers to the questions that come up most often when running Outreach. Each answer links through to the guide that covers the topic properly, so this section is a fast way in rather than a replacement for the rest of the documentation.

The pages are grouped the same way the documentation is, so if you know roughly where a question belongs you can go straight to it.

Where to Start​

If a campaign will not send at all, the cause is usually access or channel configuration rather than the campaign itself — start with Access and Setup. If messages went out but did not arrive as expected, start with Delivery and Statuses, because most of those questions turn out to be a status meaning something other than what it looks like.

In This Section​

  • Access and Setup. Getting Outreach enabled for an organisation, access requests, and why campaigners may not see it yet
  • Campaigns. Channels, runs, schedules, senders, and what can be changed after a campaign is created
  • Contacts and File Upload. Accepted file formats, invalid contacts, priority, and required recipient formats
  • Templates and Sending. Character limits, variables, the two email editors, attachments, and test sends
  • Delivery and Statuses. Sent versus delivered, assumed delivery, retries, queuing, and exports
  • Email Configuration. Verified domains and senders, and diagnosing verification that stays pending
  • Roles and Permissions. Which roles can use Outreach, and what separates Org Admin from Admin

Still Stuck​

If none of these answer the question, the full guides are the next step: Settings for anything configuration related, Campaigns for building and sending, and Delivery for tracking a send. Anything that needs a configuration change — credentials, senders, domains — has to come from an Org Admin, as covered in Roles and Permissions.