Outreach

Outreach is a bulk outbound messaging product for sending targeted SMS and email campaigns. An organisation keeps its contacts, message content and sending identities in one place, and a campaign draws on all three rather than starting from scratch each time.

What You Can Do with Outreach

• Keep contacts in one store that every campaign can draw on, added one at a time or uploaded in bulk
• Group contacts with segments that stay current as contact data changes
• Describe contacts your own way with custom fields alongside the reserved ones
• Reuse message content by saving templates to a shared library
• Keep sending identities consistent with brands that carry senders, headers and footers
• Send to All Contacts, a segment or a one-off file, on SMS or email
• Send repeatedly, on demand or automatically on a schedule
• Personalise messages with contact fields, and set defaults for contacts missing a value
• Track delivery as it happens, retry failures, and export results to CSV

Key Concepts

Contacts

A contact is a person the organisation can message, held at organisation level rather than inside one campaign. Add a contact once and every campaign can reach it. Each contact is recognised by its identifiers, which is how a later upload updates a contact instead of duplicating it. See Contacts.

Contact Fields

Fields decide what is stored against a contact. Every organisation gets a set of reserved fields for names, identifiers and addresses, and adds custom fields of type Text, Number or Date for anything else. The same fields drive segment conditions and message personalisation. See Fields.

Segments

A segment is a saved set of conditions evaluated against the contact store. Membership is worked out from contact data rather than fixed at creation, so a contact joins or leaves as its values change. See Segments.

Templates

A template holds the content a message is built from. Templates live in a shared library, so content written once can be reused by any campaign on the same channel. A campaign can also build its own template where the content is specific to that send. See Templates.

Brands

A brand holds a sending identity and the content that wraps a message: a sender, a footer, and for email a header as well. Applying a brand to a template prefills that detail, so campaigns present consistently without anyone retyping it. See Brands.

Campaigns

A campaign defines who is being messaged and what they receive. It carries a name, a delivery channel, an audience, a template and a schedule. Creating a campaign sends nothing on its own. See Campaigns.

Audiences

The audience step is where a campaign decides who it reaches. All Contacts targets the whole store, Segment targets one saved group, and File uploads a list used by that campaign alone. The first two draw on live contact data, so a campaign written once keeps sending to the right people as the store changes. See Choosing an Audience.

Campaign Runs

A run is a single execution of a campaign. Messages belong to a run rather than to the campaign, so the same campaign can be sent many times, each with its own messages, status and history. A run keeps its own copy of the content it was created with, so later edits to a campaign never reach a run already underway. See Campaign Runs.

Schedules

Each campaign is Manual, where each run is created and started by hand, or Repeat, where runs are created and started automatically on a cadence. See Scheduling.

Delivery Channels

A campaign sends on one channel and cannot mix the two.

• SMS is delivered through Twilio. An Org Admin chooses a sender strategy, either Sender Pool or Sender Selection.
• Email is delivered through SendGrid, from a verified domain or sender address.

Roles

What a person sees depends on their role. A Campaigner works in campaigns alone. A Campaign Manager also owns the contacts, fields, segments, templates and brands those campaigns draw on. Admin adds user administration on top, and Org Admin adds Settings. Operations has no access. See Roles and Permissions.

Documentation Structure

Section	What it covers
Getting Started	Prerequisites, who does what, and the order to set things up in
Quickstart	A first campaign end to end
Settings	Requesting access, channel configuration, senders and domains
Contacts	The contact store, contact records, adding and uploading contacts, and segments
Fields	Reserved fields and the custom fields an organisation adds
Contact Files	File formats, limits, phone number format and message priorities
Templates	The template library, the SMS and email editors, variables and defaults
Brands	Creating a brand and applying it to templates
Campaigns	Creating a campaign, choosing an audience, scheduling, and running it
Delivery	Monitoring a run, what each status means, and provider reporting
Roles and Permissions	What each role can and cannot do
Knowledge Base	Short answers to common questions