Outreach Troubleshooting

1. Email Already Exists in Outreach.io

Why am I getting this error when I try to import my prospects from the chrome extension?

When you receive the below prompt in Outreach Everywhere you are viewing a duplicate CRM record.

1. Click the “Remap” button
2. If there are more than 2 records, Select the appropriate record to remap the lead to

2. I’m having issues making phone calls in Outreach. What should I do?

Calls

If you are experiencing issues making calls, the best first step is to ensure your settings are configured correctly. To do this, go to your settings page in Outreach, then click into Voice.

Unable to Make Calls

• Make sure you have an Outreach number or local dial in your voice settings.
• Check to make sure the correct outbound calling settings are selected. VoIP is going to dial through your browser, while bridge will call through a secondary desk or cell phone.
• If you’re using bridge, make sure that your secondary phone’s number is entered here.

No Sound or Poor Call Quality

• Check if your headset is reactive by listening to music or other sounds on your computer through your headset.
• Allow microphone permissions in your browser for Outreach. Check if your microphone is reactive on your headset in your voice settings.
• If possible, try to connect via ethernet. If ethernet is unavailable, make sure you are on the correct wifi network.

3. My emails are bouncing in Outreach! How can I make sure they get to the recipient?

Deliverability

Let’s face the facts: email is still the primary form of professional communication. Unfortunately, legitimate, consultative sellers aren’t the only ones who know that. Bad actors are out there scamming, phishing, and spamming thousands of unsuspecting email users. As a result, companies, internet service providers, and regulators have created safeguards to protect you.

We created a comprehensive guide filled with best practices to ensure your emails end up where they belong—in your prospects’ inboxes. Download the guide to learn more about what you can do to protect your deliverability

Bounced Emails

• Emails can bounce for plenty of reasons. The best way to see why a particular email bounced is by reading the bounced message in your own inbox. This is going to provide you with a bounce code which you can easily type into your favorite search engine to gain more context around the bounce reason.
• Outreach categorizes bounces into different buckets, which can be reviewed here.

Branded URLs

• When you send an email with a link that ties to your company domain, it feels more like the email came right from your inbox, written with care, than from an automated list. And when you use your own URL, your email is less likely to be flagged by spam filters because you are in control of your domain reputation.
• This is configured by your Outreach Admin and your IT team. They will need to follow the steps in this article to get your Branded URL set up.
• Once this is initially configured, you typically don’t need to worry about it again.

Spam Filters

• Every email provider is going to have different sets of rules and regulations about spam. We have compiled a list of best practices to help you stay out of these spam filters and get your emails into your prospects’ inboxes.

4. My emails look terrible in Outreach! What can I do to pretty them up?

Content Creation – Templates and Email Compose

While composing new content in Outreach, it’s possible that you’re unknowingly testing the limits of our email compose feature. Most of these limits are in place for the safety of your email deliverability and some of these are just nice things to know. Keep in mind, feedback on the content of your emails should be directed to your internal content team.

Formatting

• You can easily change the font, size, and style of your email’s text. Once you are in the email compose window, you can click on the A button at the bottom left hand side of the compose window to find these settings.

Images

• Outreach has a 5MB size limit for all images in emails. Your template will fail to save if it exceeds this limit.
• To attach an image, click on the image icon in the email compose window.
• You may attach larger images to emails as attachments by clicking on the paperclip icon in the compose window.

Remove Formatting

• If you are copying and pasting text from another document into the compose window, you will want to remove formatting from the text you copied and modify the formatting using the Outreach compose window. This will make sure your formatting is consistent between the copied text and any new text.

• If you notice non-uniform text in an existing template, you can remove formatting by clicking into the A button at the bottom left-hand side of the compose window and clicking the “Remove Formatting” button.

5. My meetings aren’t syncing to Outreach from my calendar. What should I do?

Meetings

If you’re noticing strange behavior with event syncing between Outreach and your calendar, it might be time to refresh your calendar’s connection to Outreach. Keep in mind that the calendar sync is not immediate. It can take up to an hour to see meetings sync from your Calendar to Outreach, since we’re looking at events that have occurred a year in the past and looking forward for events coming in the next year.

Reestablish the connection to your calendar

• Delete, then reconnect your calendar from your Outreach calendar settings.

6. Outreach is going really slow 🙄. What’s going on?

Slowness or unusual behavior in the platform

If you’re like the rest of us, you probably haven’t restarted your computer or closed your web browser in a while. Your browser tends to hold onto information, and over time it can cause problems with the different applications you may use.

Try Checking Your Computer’s Environment

• Make sure you’re using Google Chrome. Outreach is not supported by Firefox, Safari, or Internet Explorer.
• Check that your Outreach Everywhere chrome extension is up-to-date.
• Make sure your Google Chrome browser is up-to-date.
• Clear your browser’s cache and cookies. It’s always a good idea to clear out the cache, or browser history, and clear cookies on a regular basis.

7. SMTP Error – User Name Credentials Are Incorrect in Outreach

A failed message of SMTP error – user name credentials are incorrect happens when there is an error with the users mailbox sync settings. To remedy, you will want to reconnect your mailbox, then retry sending the email.

8. Troubleshooting Call Audio Issues in Outreach

Notes:

• Completing this process prior to contacting Outreach Support can assist in determining the root cause of a user’s audio issue. Provide this information when submitting a support request if applicable.
• This article addresses audio symptoms experienced while using Outreach Voice. For more information on call connection issues, such as dropped calls or calls not connecting, refer to the Troubleshooting Call Connection Issues article.
• Completing this process requires Admin permissions.
• Attempt to recreate the issue with known-good devices and connections if applicable.
• Outreach does not support VPN configurations.
• Outreach advises users to complete, save, log, and close any important information prior to starting this process as system restarts and browser updates are required steps in the troubleshooting process.

Before Starting this Process, the Admin has:

• Disconnected any audio peripheral devices such as headsets and external speakers.
• Tested with known-good devices, such as another headset, if applicable.
• Confirmed the user has completed, saved, or logged any important information.
• Determined if the issue is intermittent or consistent.

Troubleshooting Call Audio Issues:

09.Troubleshooting Outreach Everywhere

Notes:

• Outreach Everywhere must be installed.
• The Outreach Everywhere extension only supports specific Google Chrome browser versions.
• Enabling the extension in Incognito Mode is required to complete this process.
• Outreach advises users to complete, save, log, and close any important information prior to starting this process as system restarts and browser updates are required steps in the troubleshooting process.
• Confirm network environment and bandwidth issues are not present prior to completing this process.
• Outreach does not support troubleshooting third-party, non-Outreach extensions

1. Click the Outreach Everywhere icon and determine if the extension loads:

• If the extension loads, go to step 4.
• If it doesn’t load, restart Chrome and proceed to step 2.

2. Determine if Google Chrome is up-to-date:

• If Chrome is Up-to-date, go to step 4.
• If Chrome is Out-of-date, update Chrome and proceed to step 3.

3. Click the Outreach Everywhere icon and determine if the extension loads:

• If the extension loads, 🎉You fixed it 🎉
• If it doesn’t load, Go to step 4.

4. Access Incognito Mode

5. Click the Outreach Everywhere icon and determine if the extension loads:

• If the extension loads, go to step 6.
• If it doesn’t load, Contact Outreach Support – support@outreach.io
• Note: Include the completed troubleshooting steps in the support ticket as applicable.

6. Clear the browser cache.

7. Restart Google Chrome and continue in normal mode.

8. Click the Outreach Everywhere icon and determine if the extension loads:

• If the extension loads, 🎉You fixed it 🎉
• If it doesn’t load, Contact Outreach Support – support@outreach.io

10. What can help me communicate my issue with Outreach Support?

Best Practices for Contacting Outreach Support:

Research

Outreach has a vast library of information, not just limited to basic how-to articles but expanding to configuration, troubleshooting, and workflow success. Reviewing this content can provide information and direction to help address and prevent performance issues between Outreach and a CRM.

Additionally, providing these steps to Support when submitting a ticket can help drill down to a root cause for a solution and avoid additional downtime.

1. Use the Correct Communication Mediums

Outreach provides several avenues to stay in touch with Support.

Chat (Advanced/Premier Support Only) – Quick support channel to have simple functionality questions (i.e. can’t add users to a sequence, etc.), and password resets.

Support Request – Use this channel for more complicated support issues that require in-depth review and advanced troubleshooting practices.

Note: Outreach supports an Email channel for similar issues outlined in Support Request; however, this communication channel will soon be deprecated.

2. Avoid Multiple Submissions

Outreach understands downtime can be frustrating and Support is here to help. In order to ensure accurate resolutions, Outreach tries to maintain a 1:1 ratio between a customer and a support agent, to minimize touch points and escalations.

Communicating an issue to Outreach Support via one communication channel helps ensure that one agent will address your concerns and work to provide the best possible resolution.

3. One Issue = One Ticket

To provide users with exceptional support, Outreach needs to be able to address one issue at a time per ticket.

Tickets covering multiple issues can inadvertently delay identification of a root cause or solution to an issue as separate issues may share similar symptoms, but require different troubleshooting steps and work streams to address.

For efficient and timely resolutions, submit only one issue per ticket.

4. Crafting a Quality Support Ticket
Consider the following when submitting a support request to Outreach Support:

SUBJECT LINE

Provide clear, brief, specific descriptions in your subject line.

Example:

• Choppy audio when calling a Prospect
• Email format not as expected
• Urgent: Multiple users unable to login to the platform, receiving error messages

Avoid over-generalized, uninformative subject lines.

Example:

• Help!
• Outreach isn’t working
• Urgent: Need help

DESCRIPTION

Descriptions should provide pertinent information to address your concerns. Providing detailed information in your support ticket can reduce the time an agent spends addressing your issue. Consider the following:

• Behavior
• When did the issue start?
• Is it constant or intermittent?
• Does it only occur with a particular action?
• How should the experience occur (expected behavior)?
• Affected users
• Related prospects
• Location in product where the issue occurs (web link)
• Reproduction/Troubleshooting steps
• Include the troubleshooting steps performed prior to contacting support if applicable.
• Include a link to the support article or training module used to address the issue prior to contacting support if applicable.
• Relevant examples and screenshots if applicable
• Explanation of business process if known
• It helps for context to understand the business process and goals involved

11. Where do I find the emails that have been sent in Outreach?

Mailings

A substantial portion of your Outreach communication will likely be through email. That being said, it’s helpful to know where to locate different items in your Outbox and understand how to interpret the results of sent mailings.

Draft Folder

• If you saved an email for later, you can find it in your Outbox under the drafts section.
• If you don’t see an email you were previously working on in your drafts folder, you may have forgotten to save your draft.

Open/Click Tracking

• Emails sent through Outreach have the ability to include open and click tracking. Open tracking is enabled by default. Click tracking is disabled by default, but can be enabled if you choose to include a link in your emails.
• Not seeing any open/click notifications on your emails? As long as Outreach shows that the email sent, the receiving mail server did accept the message. However, it is possible that your email landed in your prospect’s spam folder, instead of the inbox. Try working with your content team to create more personalized emails to get your prospects opening your emails! Variables are a great way to do this in bulk.
• Seeing an unusual number of clicks on an email? Make sure you didn’t copy and paste text into sequences, templates, snippets, or one-off emails.

12. Why are my emails failing in Outreach?

Failed Emails

It’s a good idea to check your outbox regularly, since mailings can fail for several reasons. You’ll know that you have a failed email when you see a failure notification on the outbox. Here are a few common reasons emails fail to send and how to remedy them. After you’ve fixed the issue, you can retry the failed email.

Disabled Mailbox

• If your mailbox’s send/sync toggles are disabled, your emails will fail to send. To remedy, you will want to reconnect your mailbox, then retry sending the email.
• How To Connect a Primary Email to Outreach

Missing Variables

• If you see an email fail due to a missing variable, you will want to first find out which variable caused the email to fail. To check this, you can click into the failed email and see what is in between the curly brackets.

• If it was an auto email, fix the unpopulated variable issue on the Prospect profile, then retry the Prospect in a sequence.
• If it was a manual email:
• Fix the unpopulated variable issue on the Prospect profile, then retry the Prospect in the sequence
• This can also happen with comment variables within manual email steps in the task flow. In this case, fix the unpopulated variable issue in the email compose window, then manually send the email.

Prospect Opted Out

If a prospect is opted out of email communication, you will not be able to contact them and the email will fail. This is intentional and the failed email should not be retried.

13. Why are my emails being sent at such odd times in Outreach?

Time Zones

Time zones are set on the prospect level and may sync directly from Salesforce. Time zones affect both meetings and sequence schedules.

Emails are sending at odd times

• Were emails sent to a few prospects at 3am? Don’t worry! Look at the prospect’s time zone. It was most likely sent at a normal time for them. This is why the use of sequence schedules is essential to getting emails sent to your prospects at an appropriate time.

14. Why did I get cut off from sending emails today in Outreach?

Sending Limits

Outreach abides by the sending limits provided by 3rd party email providers. The maximum limit is hard-coded and not something Outreach can change. There are a few things to note about the sending limits in Outreach, which can be located on your 360 page under the Emails section.

Daily Send Limits

• The maximum daily send limit is 1,000 emails per 24 hours. This limit may be adjusted to a smaller number by your admin user to help protect your domain against being marked as spam.
• The daily send limit is on a rolling 24 hours. This means that if you only send 10 emails for the day on Monday all at 8am, your daily send limit will reset to 0 on Tuesday at 8am.

Weekly Send Limits

• The maximum weekly send limit is 5,000 emails per 24 hours. This limit may never be met if your daily send limit is less than 1,000 per day.
• The weekly send limit is on a rolling weekly limit. This means that if you only send 10 emails for the week on Monday all at 8am, your weekly send limit will reset to 0 on Monday of next week at 8am.
• This limit is set by Outreach per license and cannot be adjusted. If you require more than 5,000 emails per week we recommend buying additional licenses so you can send emails from an alternate email address.