Calling windows
A start time, an end time and the days a contact may be called. Set once, per campaign.
Outbound calling · Reach
Outbound calling that works your whole list, inside your rules
Reach calls every contact in a campaign within the windows and caps your team sets, retries each result on its own rule, and stops at do-not-call. Every attempt and outcome lands in your CRM.
Your limits
Your list, your limits.
Reach does not set its own limits. Your team sets each one below before a campaign runs.
Attempt caps
A maximum number of attempts per contact, per day and per week. No attempt goes past it.
Retry by result
No answer, busy, voicemail and failed each carry their own delay. The result decides, not a counter.
Quiet hours and holidays
Calling pauses outside the hours and dates a campaign defines, then resumes on its own.
Do not call, honored
A do-not-call flag or a withdrawn consent removes a contact from every future attempt, in every campaign.
Priority contacts
Mark a contact or a segment to be attempted earlier in the run, without changing anyone's caps.
A flow, not a dialer
One list, a rule for every result.
A dialer places calls. Reach follows a contact from the first attempt to an outcome your CRM can act on.
The list comes in
Bring contacts in by upload or CRM sync, then place them into a campaign.
Called inside the window
The first attempt happens inside the hours and days your campaign allows.
The line is read, not guessed
An answering machine, a busy signal and an unanswered ring are recognized as three different results.
Your rule fires
The retry rule for that result decides what happens next, and after how long.
Retry, message or callback
Reach tries again, leaves a message where the rule allows one, or calls at the time the contact asked for.
The outcome is written back
Every attempt and the final outcome sync to your CRM without anyone copying them across.
Best call time
Called when they can answer.
Inside your rules, Reach still has a choice of moment. It picks the moment each contact tends to answer.
Best call-time analysis
Reach looks at when a contact has been reachable before, then places the next attempt around that pattern.
Redial at the telephony layer
The redial is placed by the telephony layer itself, so an attempt does not wait behind an application queue.
Stopping counts as a result
Calling stops when the goal is met, the contact declines or a do-not-call flag is set. The stop is recorded as the outcome.
Retries are where a list is won. On average, the first attempt reaches 30 to 50% of a list and retries take cumulative reach to about 85%. These are average figures and vary by sector, country and list quality. In selected outbound campaigns, reach has gone up to 90%, and in one logistics campaign a lead qualified on the fifteenth attempt.
In development. An intelligence layer that orchestrates repeated calls on top of these rules is being built. It is not part of the product today. The rules above are what runs a live campaign.
Respect Layer, in testing. When a contact cannot be reached by phone, the agent asks over chat when they would like to be called, then calls at that time. It is still being tested and is not yet part of a standard campaign.
One contact, start to finish
What the flow looks like for a single person.
The campaign is configured once. After that, the rule decides attempt by attempt until there is an outcome.
WindowLate morning to early evening
DaysWeekdays
Retry ruleNo answer, wait, then try the next day
Callback ruleAt the time the customer chooses
No answer
A retry is scheduled for later the same day, still inside the window.
Busy
The rule moves the next attempt to the following day rather than calling straight back.
Answered
The contact asks for a better time. The agent offers one and the person picks it.
Completed at the agreed time
Reach calls exactly then, and the outcome is written back to the CRM.
AI agentIs now a difficult time? I can call back whenever suits you better.
ContactTomorrow morning would be better.
AI agentUnderstood. I'll call you tomorrow morning.
CallbackScheduled for tomorrow morning
What the team sees
The whole list, not just today's calls.
The panel measures progress against the whole list, so you can see how much is done without keeping a total in your head.
Attempt history
Every attempt for every contact, with the result and the rule that fired.
Reach rate
The share of the list you have actually reached so far.
Best hours
Which windows are turning into answered calls, so the schedule can be adjusted.
Contacts still open
Who has not been reached yet, and how close each one is to the rule closing the case.
Where Reach is used
One engine, several campaigns.
The same windows, caps and retry rules run behind each of these outbound campaigns.
Lead qualification
Work a lead list on a schedule instead of leaving it to whoever has time. About one in ten reached conversations qualifies as a lead.
Dealer campaigns
Run the same outreach across an entire dealer or partner network.
Surveys
Call for feedback on the same retry and window logic as any other campaign.
Appointment reminders
These run on Notif. A message goes first, and a call follows only when the message goes unread or unanswered.
Payment reminders
Also on Notif. The follow-up call keeps the same calling windows and do-not-call rules as a Reach campaign.
A reminder starts from a date in your system rather than from a list, which is why reminders run on Notif. A list you want worked on a schedule runs here, on Reach.
A separate product
IVR Reach: the recorded-message campaign.
For campaigns that need a message rather than a conversation, IVR Reach plays one recorded message to the list and collects keypad answers. It has its own packages.
What it is
A static voice campaign product. The message is recorded once and delivered to the whole list.
- Same package ladder as Voice AI: Starter, Pro, Business, Scale and Enterprise
- Included duration, concurrent calls, background sound, telco-based redial, service level and support widen with the package
- Virtual switchboard, voice library, abuse protection, failover, reporting, logs and balance carry-over are standard
The DTMF service
On the upper packages, the keypad becomes part of the campaign as an add-on, not a rebuild.
- Press to connect: at the end of the message, the listener presses a key and is put through to the number you set
- Survey reporting: keypad answers are collected and reported as campaign results
MessageRecorded once, played to the list
KeypadPress 1 to connect, 2 to hear it again
ResultSurvey answer recorded
FAQ
Reach questions.
What happens after the last attempt in a campaign?+
The case closes with the outcome recorded, for example unreachable, answered or a completed callback, and that outcome writes back to your CRM.
Can Reach call back at exactly the time someone asked for?+
Yes. When the agent offers a time and the contact picks one, Reach schedules that exact callback instead of folding it into the standard retry rule.
Does Reach honor do-not-call and consent automatically?+
Yes. A do-not-call flag or a withdrawn consent removes the contact from every future attempt in every campaign, not only the current one.
What is the difference between Reach and IVR Reach?+
Reach runs outbound calls with an AI agent holding a real conversation. IVR Reach plays a fixed recorded message and collects keypad answers. They are separate products with separate packages.
How does a list get into Reach?+
By upload or CRM sync. Once it is in a campaign, the calling windows, attempt caps and retry rules apply automatically.
See Reach work your list.
Leave your number and DRING calls you in two minutes. Tell us about one dormant or unreached list, and we will show you the rules and the callback flow on it.