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
- Personalise messages with dynamic variables mapped from your contact data
- 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, and a delivery channel (SMS or Email). Campaigns move through defined statuses as they are created, run, and completed.
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.
Contacts
Contacts are uploaded via CSV file. During upload, you map columns from your CSV to a recipient field (phone number or email address) and optional variable fields used for personalisation.
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 domains and senders |
| Campaigner | Create, edit, run, stop, and monitor campaigns. 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 |
| Admin | Requesting access, configuring SMS and email channels, managing domains and senders |
| Campaigns | Creating, running, monitoring, editing campaigns, including contacts, templates, and statuses |
| Roles and Permissions | Detailed breakdown of what each role can and cannot do |
| Knowledge Base | Common questions and answers about using Outreach |