Voice Outreach
Voice Outreach places AI phone calls for your agency. For one contact at a time it builds a call brief, checks the brief against advertising and email-marketing rules and a set of structural pre-call checks, and then holds the brief for a person to approve. Only after approval does a CloudTalk voice agent dial.
Calls are placed only when your agency has turned dialing on. Dialing is off in the shipped setup. Until it is on, Voice Outreach still prepares and checks briefs, and you can approve them, but approving is only recorded and no call is placed.
You work with Voice Outreach in the app, on the Voice Calls screen under Workspace. It has no Slack channel and sends no Slack messages. Setup happens in the Operator Console; see Voice Outreach Setup.
What It Does
Prepares. For each queued call, Voice Outreach refreshes the contact's details when they are stale and writes a brief for the call goal: who is being called, why, the opening, the talking points, and the goal of the call.
Checks. The brief is reviewed against advertising and email-marketing rules. If the review finds a problem, the brief is rewritten and reviewed again, up to three attempts. A brief that still fails is not called; it goes to Needs Review. If the review cannot run, the brief is treated as failing. Then a set of structural checks runs: a voice agent template is set for the goal, the contact has a valid phone number, the caller identity is filled in, the AI disclosure is present, every detail the template needs is in the brief, the number is not on your Do Not Call list, consent is on record if you require it, and it is inside your calling hours.
Holds. A brief that passes everything waits under Waiting For Your Approval. Nothing is dialed until you approve it, unless your administrator has switched approval off. If separation of duties applies to voice calls, which it does unless your agency turned it off, a call someone queued by hand still waits for a different person to approve it, even with approval switched off.
Dials and reports. After approval, and only with dialing on, CloudTalk's voice agent places the call. A few minutes after it ends, the call's disposition, summary, transcript, and recording appear on the call's page, and an automatic audit of the transcript flags anything off-script.
Key Capabilities
| Capability | What it gives you |
|---|---|
| Call briefs | A written brief for each call, shown on the call's page |
| Compliance review | Briefs are checked against marketing rules and rewritten when they fail |
| Pre-call checks | Do Not Call, consent, disclosure, phone number, and calling hours are checked before a call, and again at approval |
| Approval hold | A person approves each brief before anything is dialed |
| Call queue | Counts and lists of calls in the queue, live, completed, and needing review |
| Call detail | Brief, compliance result, pre-call checks, outcome, and transcript for each call |
| Transcript audit | An automatic review of each finished call for anything off-script or risky |
The Approval Rule
Nothing is dialed without two things: dialing turned on for your agency, and an approval, unless your administrator has switched approval off. With dialing off, approving a brief is recorded but no call is placed, and the button reads Approved, Dialing Is Off.
Switching approval off in the Operator Console removes the click, not the checks. Do Not Call and calling-hour checks, the dialing switch, and the audit record still apply. If separation of duties applies to voice calls, which it does unless your agency turned it off, a call someone queued by hand still waits for a different person to approve it, even with approval switched off.
Approving needs an administrator or marketing operator role. Where separation of duties applies to voice calls, which it does unless your agency turned it off, the person who queued a call cannot approve it. Ask a colleague.
How Calls Get Into the Queue
The app does not have a button to start a call. A call is added to the queue by your administrator or by an integration with that permission. Optional automatic call types are off by default. The Meeting Confirmation and Speed To Lead settings are saved but do not change how Voice Outreach behaves: turning them on queues no calls.
Completed calls are shown on the Voice Calls screen. They are not copied to HubSpot.
Who It's For
- Business development leads: AI-placed calls to book meetings, with a person approving each brief.
- Agency owners and principals: a control point before any call goes out, and a record of what was said.
- Operations: a place to see which calls are waiting, live, complete, or stuck.
Related
- Commands: what you can do on the Voice Calls screen.
- Notifications: the in-app signals Voice Outreach gives you.
- Schedule: how often it works and when it may dial.
- Examples: approving a brief, with dialing off and on.
- Troubleshooting: what to check when a call is held or not placed.