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Outbound Calls

Outbound calls are phone calls initiated by Crew to external phone numbers. Use them for appointment reminders, payment follow-ups, lead qualification, surveys, and more.

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Use Cases

Use CaseDescription
Appointment RemindersConfirm upcoming appointments
Payment CollectionRemind about outstanding balances
Lead Follow-upQualify and nurture leads
Survey CollectionGather feedback post-service
Re-engagementReach out to inactive customers
NotificationsDeliver time-sensitive information

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Making Outbound Calls

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Single Call via API

curl -X POST https://api.usecrew.ai/v1/calls/outbound \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "to": "+14155551234",
    "agent_id": "agent_sarah",
    "context": {
      "customer_name": "John",
      "appointment_date": "2024-01-15",
      "appointment_time": "2:00 PM"
    },
    "pathway_id": "appointment_reminder"
  }'

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Response

{
  "call_id": "call_abc123",
  "status": "initiated",
  "to": "+14155551234",
  "agent_id": "agent_sarah",
  "created_at": "2024-01-14T10:30:00Z"
}

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Single Call via Dashboard

1

Navigate to Calls

Open your Crew and go to the Calls section
2

Click New Outbound Call

Select the outbound call option
3

Enter Details

Provide phone number, select agent, and add context
4

Review and Call

Confirm details and initiate the call

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Call Configuration

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Agent Selection

Choose which agent handles the outbound call: 
{
  "agent_id": "agent_sarah",
  "fallback_agent_id": "agent_marcus"
}

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Context Variables

Pass data to personalize the conversation: 
{
  "context": {
    "customer_name": "John Smith",
    "appointment_date": "January 15, 2024",
    "appointment_time": "2:00 PM",
    "provider_name": "Dr. Johnson",
    "office_location": "Main Street Office"
  }
}
The agent uses these in conversation: 
"Hi John, this is Sarah calling from Acme Medical to confirm 
your appointment with Dr. Johnson on January 15th at 2 PM."

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Pathway Assignment

Specify which conversation flow to use: 
{
  "pathway_id": "appointment_confirmation",
  "pathway_version": "v2"
}

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Call Scheduling

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Immediate Calls

Calls are placed immediately by default: 
{
  "schedule": "immediate"
}

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Scheduled Calls

Schedule calls for a specific time: 
{
  "schedule": {
    "type": "scheduled",
    "datetime": "2024-01-15T14:00:00Z",
    "timezone": "America/New_York"
  }
}

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Time Window Calls

Place calls within a preferred window: 
{
  "schedule": {
    "type": "window",
    "start": "09:00",
    "end": "17:00",
    "timezone": "America/New_York",
    "preferred_days": ["monday", "tuesday", "wednesday", "thursday", "friday"]
  }
}

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Retry Logic

Configure behavior when calls aren’t answered: 
{
  "retry": {
    "enabled": true,
    "max_attempts": 3,
    "interval_minutes": 60,
    "retry_on": ["no_answer", "busy", "voicemail"]
  }
}

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Retry Outcomes

OutcomeBehavior
answeredStop retrying, mark success
no_answerRetry per configuration
busyRetry per configuration
voicemailLeave message or retry
invalid_numberStop retrying, mark failed

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Voicemail Handling

Configure voicemail behavior: 
{
  "voicemail": {
    "detection": true,
    "action": "leave_message",
    "message": "Hi {{customer_name}}, this is Sarah from Acme Medical calling to confirm your appointment on {{appointment_date}}. Please call us back at 555-123-4567."
  }
}

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Voicemail Options

ActionDescription
leave_messageLeave a pre-configured message
hang_upEnd call without message
retry_laterHang up and add to retry queue

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Caller ID

Control what number displays to the recipient: 
{
  "caller_id": {
    "number": "+14155551234",
    "name": "Acme Medical"
  }
}
Caller ID spoofing regulations vary by country. Only use numbers you own or have authorization to use.

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Call Outcomes

Track what happens on each call:
OutcomeDescription
completedCall answered, conversation completed
confirmedAppointment/action confirmed by recipient
declinedRecipient declined or cancelled
voicemailMessage left on voicemail
no_answerCall not answered after all attempts
busyLine busy after all attempts
failedTechnical failure
invalidInvalid phone number

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Events and Webhooks

Monitor outbound calls via webhooks: 
{
  "webhooks": {
    "outbound_call.initiated": "https://yourapp.com/hooks/call-initiated",
    "outbound_call.answered": "https://yourapp.com/hooks/call-answered",
    "outbound_call.completed": "https://yourapp.com/hooks/call-completed",
    "outbound_call.failed": "https://yourapp.com/hooks/call-failed"
  }
}

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Event Payload

{
  "event": "outbound_call.completed",
  "call_id": "call_abc123",
  "to": "+14155551234",
  "outcome": "confirmed",
  "duration": 127,
  "transcript": "...",
  "metadata": {
    "appointment_confirmed": true
  }
}

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Rate Limits

PlanCalls per MinuteConcurrent Calls
Starter105
Professional6025
EnterpriseCustomCustom

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Compliance

Outbound calling is subject to regulations including TCPA (US), GDPR (EU), and local laws. Ensure you have proper consent before placing automated calls.

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Best Practices

  • Obtain consent — Only call numbers with explicit opt-in
  • Honor opt-outs — Immediately stop calling anyone who requests it
  • Respect time restrictions — Don’t call outside appropriate hours
  • Identify yourself — Always state who is calling and why
  • Maintain records — Keep documentation of consent

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Analytics

Track outbound call performance:
MetricDescription
Attempt RateCalls attempted vs. scheduled
Connect RateCalls answered vs. attempted
Completion RateCalls completed vs. connected
Outcome DistributionBreakdown by outcome type
Average DurationMean call length

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Next Steps

  • Bulk Calls — Scale to hundreds or thousands of calls
  • Call Routing — Handle transfers during outbound calls
  • Webhooks — Receive real-time call updates