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Overview

Freya allows you to initiate outbound calls using your configured phone numbers and agents/workflows. This guide covers setting up outbound calling, creating campaigns, and managing outbound call operations.

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Prerequisites

Before initiating outbound calls, ensure:
  1. ✅ Phone number configured - Phone number is imported and has outbound routing set
  2. ✅ Outbound agent/workflow - An agent or workflow is configured for outbound calls
  3. ✅ Outbound enabled - Outbound calling is enabled in workspace settings
  4. ✅ Sufficient credits - Your workspace has enough credits for outbound calls
  5. ✅ Twilio integration - Twilio is connected and properly configured

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Enabling Outbound Calls

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Step 1: Check Workspace Settings

  1. Navigate to Workspace > Settings
  2. Find the Workspace Settings section
  3. Ensure “Outbound Enabled” is checked
  4. Save if you made changes

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Step 2: Configure Phone Number

  1. Navigate to Phone Numbers
  2. Edit your phone number
  3. Set “Outbound Agent” or “Outbound Workflow”
  4. Save the configuration

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Making Outbound Calls

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Method 1: One-Click Call

Freya provides a one-click call feature for quick outbound calls:
  1. Navigate to One-Click Call in the sidebar
  2. Enter the phone number you want to call
  3. Click “Call”
  4. The call will be initiated using your configured outbound agent/workflow

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Method 2: Campaigns

For larger-scale outbound calling, use campaigns:
  1. Navigate to Campaign in the sidebar
  2. Click “Create Campaign”
  3. Configure campaign settings:
    • Name - Campaign name
    • Phone Numbers - List of numbers to call
    • Agent/Workflow - Which agent/workflow to use
    • Schedule - When to start calling
  4. Launch the campaign

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Method 3: API

You can also initiate calls programmatically using Freya’s API: 
POST /api/v2/call
{
  "phoneNumber": "+1234567890",
  "customerPhoneNumber": "+0987654321",
  "agentId": "agent_123",
  "workspaceId": "workspace_456"
}

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Campaign Management

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Creating a Campaign

  1. Navigate to Campaigns
    • Click “Campaign” in the sidebar
    • Click “Create Campaign”
  2. Configure Campaign
    • Name - Descriptive campaign name
    • Description - Optional campaign description
    • Phone Number - Your outbound phone number
    • Agent/Workflow - Select the outbound agent or workflow
    • Contact List - Upload or enter phone numbers to call
  3. Set Campaign Parameters
    • Start Time - When to begin calling
    • Call Rate - How many calls per hour
    • Retry Logic - How to handle failed calls
    • Call Timeout - Maximum call duration
  4. Launch Campaign
    • Review configuration
    • Click “Launch Campaign”
    • Monitor progress in real-time

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Monitoring Campaigns

Track campaign performance:
  1. Campaign Dashboard
    • View active campaigns
    • See call statistics
    • Monitor success rates
  2. Call Logs
    • View individual calls
    • Review call recordings
    • Analyze transcripts
  3. Analytics
    • Campaign performance metrics
    • Success rates
    • Cost analysis

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Outbound Call Configuration

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Phone Number Settings

When configuring outbound routing:
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outboundAgentId
string
The agent ID to use for outbound calls (if using Agents configuration)
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outboundWorkflowId
string
The workflow ID to use for outbound calls (if using Workflows configuration)

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Agent/Workflow Considerations

For outbound calls, consider:
  • Opening Message - How the agent introduces itself
  • Call Purpose - Why you’re calling (sales, support, etc.)
  • Compliance - Ensure compliance with calling regulations
  • Opt-out Handling - How to handle opt-out requests

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Best Practices

Always test outbound calls with a small batch before launching large campaigns.
Ensure your agent’s opening message clearly identifies who is calling and why.
Monitor call success rates and adjust your approach based on real data.
Ensure compliance with local calling regulations (TCPA, GDPR, etc.) before making outbound calls.
Respect opt-out requests immediately and maintain a do-not-call list.

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Troubleshooting

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Calls Not Initiating

If outbound calls aren’t starting:
  1. Check Workspace Settings
    • Verify outbound is enabled
    • Check credit balance
    • Ensure workspace is active
  2. Verify Phone Number
    • Confirm outbound routing is configured
    • Check phone number status
    • Verify Twilio integration
  3. Check Agent/Workflow
    • Ensure outbound agent/workflow exists
    • Verify it’s properly configured
    • Test it separately

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Low Success Rates

If calls aren’t connecting:
  1. Phone Number Validation
    • Verify numbers are in correct format
    • Check for invalid numbers
    • Remove duplicates
  2. Call Timing
    • Avoid calling outside business hours
    • Consider time zones
    • Respect calling restrictions
  3. Agent Performance
    • Review call recordings
    • Analyze conversation quality
    • Improve agent prompts

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Compliance and Regulations

When making outbound calls:
  • TCPA Compliance (US) - Obtain consent before calling
  • GDPR Compliance (EU) - Respect privacy regulations
  • Do Not Call Lists - Maintain and respect DNC lists
  • Caller ID - Use proper caller identification
  • Opt-out - Provide clear opt-out mechanisms

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Next Steps

View Analytics

Monitor your outbound call performance and campaign analytics.

Review Call Logs

Review individual calls and analyze performance.