Outreach
Outreach is a bulk outbound messaging product for sending targeted SMS and email campaigns at scale. It is designed for organisations that need to reach large audiences with personalised, compliant communications, all from a single platform.
What You Can Do with Outreach
- Send bulk SMS and email campaigns to up to 300,000 recipients per campaign
- Send repeatedly on demand or automatically with Manual and Repeat schedules
- Personalise messages with dynamic variables mapped from your contact data
- Prioritise urgent messages so high-priority sends are not held back
- Track delivery in near real-time with granular message status reporting
- Manage opt-outs and compliance with built-in consent controls and unsubscribe handling
- Retry failed messages individually or in bulk
- Export results to CSV for auditing, reporting, or downstream processing
Key Concepts
Campaigns
A campaign is the core unit of work in Outreach. Each campaign contains a set of recipients, a message template, a delivery channel (SMS or Email), and a schedule. A campaign defines who you message and what you send.
Campaign Runs
A run is a single execution of a campaign. Messages belong to a run, not directly to the campaign, so the same campaign can be sent many times — each as a separate run with its own messages, status, and history. See Campaign Runs.
Schedules
Each campaign is Manual (you start each run yourself) or Repeat (runs are created and started automatically on a cadence). See Scheduling.
Delivery Channels
Outreach supports two delivery channels:
- SMS: powered by Twilio
- Email: powered by SendGrid
Each campaign uses a single channel. You cannot mix SMS and email recipients in the same campaign. For SMS, an Org Admin chooses a sender strategy (Sender Pool or Sender Selection).
Contacts
Contacts are uploaded via a CSV, JSON, or XML file. During upload, you map fields from your file to a recipient field (phone number or email address), optional variable fields used for personalisation, and an optional priority field.
Templates
Templates define the content each recipient receives. SMS templates are plain text with variable insertion. Email templates can be built using a visual block editor or a code (HTML) editor, and support sender configuration, attachments, and unsubscribe links.
Roles
Outreach uses role-based access:
| Role | Access |
|---|---|
| Org Admin | Request and manage Outreach access, configure channels (Twilio, SendGrid), manage the SMS sender strategy, domains and email senders |
| Admin | Manage campaigns and Campaigner users. Cannot configure channels or sender settings |
| Campaigner | Create, edit, schedule, run, and monitor campaigns and runs. Cannot access settings or channel configuration |
| Operations | No access to Outreach |
Documentation Structure
| Section | What it covers |
|---|---|
| Getting Started | Who can use Outreach, prerequisites, and what to do first |
| Quickstart | End-to-end walkthrough of your first campaign |
| Settings | Requesting access, configuring the SMS and email channels, managing domains and senders |
| Campaigns | The campaign lifecycle: creating, scheduling, running, editing, and the run disclaimer |
| Contacts | Uploading, mapping, and validating recipient data, including priorities and file formats |
| Templates | Building the SMS or email content each recipient receives |
| Delivery | Monitoring a run as it sends, status definitions, and provider reporting |
| Roles and Permissions | Detailed breakdown of what each role can and cannot do |
| Knowledge Base | Common questions and answers about using Outreach |