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Knowledge Base & Support

Short answers to the questions that come up most often when running Outreach. Every answer links through to the guide that covers the topic properly, so this section is a fast way in rather than a replacement for the rest of the documentation.

The pages are grouped the way the documentation is, so a question can usually be found by topic.

Where to Start​

If a campaign will not send at all, the cause is usually access or channel configuration rather than the campaign itself, so start with Access and Setup. If messages went out but did not arrive as expected, start with Delivery and Statuses, because most of those questions turn out to be a status meaning something other than what it looks like.

In This Section​

  • Access and Setup. Getting Outreach enabled, access requests, and why someone may not see it yet
  • Campaigns. Channels, audiences, templates, runs, schedules, and what can be changed after a campaign is created
  • Contacts. The contact store, segments, uploading, and contact file rules
  • Templates and Brands. The library, brands, variables, the two email editors, attachments, and test sends
  • Delivery and Statuses. Sent versus delivered, assumed delivery, retries, queuing, and exports
  • Email Configuration. Verified domains and senders, and diagnosing verification that stays pending
  • Fields. Reserved and custom fields, field types, naming, and deletion
  • Roles and Permissions. Which roles can use Outreach, and what each one can reach

Still Stuck​

Where none of these answer the question, the full guides are the next step: Settings for anything configuration related, Contacts for the store and its segments, Campaigns for building and sending, and Delivery for tracking a send. Anything needing a configuration change, such as credentials, senders or domains, has to come from an Org Admin, as covered in Roles and Permissions.