Outbound

The Outbound Analytics section allows you to see an overview of your outbound campaign's overall performance. You can filter your analytics by date range, agents, and campaigns.

Let's go through each of these insights one-by-one.
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Total Leads: Total amount of leads generated through outreach during the selected date range.

Total Minutes: Total amount of call minutes used for outbound calling during the selected date range.

Pickup Rate: The percentage of outbound calls that were answered by customers.

Jobs Booked: Total amount of jobs booked through outreach during the selected date range.

Revenue: Estimated amount of revenue generated through jobs booked during the selected date range.

Top Performing Campaigns: Allows you to see a list of all your campaigns organized by best to least performing during the selected date range. It also allows you to easily see which campaigns are currently active or completed. Clicking on a campaign takes you to a list of all calls that resulted in a booking.

Click on the dropdown to see a breakdown of the formulas used when calculating the top performing campaigns.

Customer Journey Flow: Allows you to see a visual breakdown of the outcomes of your campaigns during the selected date range. Hover your mouse over each color to see exact percentages.

Tags Analysis: The total amount of calls that were tagged either booked, unbooked, or excused during the selected date range.

Outbound Trends: Allows you to see a visual overview of all outreach that were either connected, or booked so you can easily identify any trends. Hover your mouse over each color to see specific totals.

In the Campaigns section of your outbound feature you can view all your existing campaigns as well as create new ones.

You can also filter and sort these to quickly find a campaign.

Each campaign has a Status; This allows you to see whether it is currently active, paused, completed, or suspended.

Click on the three dots next to any campaign to either view details, view calls, edit, duplicate, pause, or suspend the campaign.

To create a new campaign, click on Create Campaign in the top right.

Note that you'll need to have an Audience created for the campaign before you create the campaign. Otherwise, without an available audience to select we will not be able to create the campaign.

Enter the following details to create your campaign:

Campaign Name: Give your campaign an easily identifiable name

Campaign Start Date: Pick which day you would like the campaign to start running.

Campaign Notes: Give the AI details about what you would like it to accomplish during the campaign (Ex: Calling customers we serviced yesterday to check in on their experience)

CC Emails (Optional): Add any emails you would like to be notified regarding the campaign.

AI Agent: Select which agent to use for the campaign.

ServiceTitan Campaign (Optional): Choose an existing campaign within ServiceTitan you would like to link your Broccoli campaign to.

Audience: Choose which audience you would like to be used for the campaign.

Finally, click Create to finish creating your campaign.

In the Audience section of your Outbound feature you can view and manage existing audiences, or create new audiences.

You can also filter and search these to quickly find an audience.

Click on the three dots next to any audience to either view audience, edit, export to CSV, or delete the audience.

To create a new audience, click on Create Audience in the top right.

Give your audience an easily identifiable name.

Enter in a description for easy reference in the future (Ex: Customers we serviced yesterday who we want to follow up with).

Choose which processing type you would like to use for your audience.

*Note: For Happy Calls and Estimates you would typically want to use a dynamic list, because this will allow the audience to constantly pull in new jobs or open estimates that get created. For Memberships you would want to use a static list so that you can select a total date range of all customers that still need an annual service scheduled.

Next, you'll want to choose an Audience Method. Depending on which processing type you chose in the previous section, you'll see a few different options here. Let's go through the available options:
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Click on each dropdown below to learn about creating audiences using the different methods:
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Once your audience is created, if you would like to manually remove an audience member you can edit the audience, search for the customer you would like to remove, uncheck the box next to them, and then choose Update Selection.

Here, you can view a history of all your SMS messages in relation to your outbound campaigns during the selected date range.

Currently SMS is only available for Sales, Estimates, and Membership campaigns.

You can filter SMS messages by booked, unbooked, excused, not delivered, no answer, and completed. You can also sort by most recent, current status, and alphabetically.

If you would like to manually respond to a thread you can switch it from AI Agent responses to Live Agent responses:
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The Call Queue section allows you to view a list of all upcoming scheduled calls.

This is useful in the case that someone in your office may already have reached out to a customer and you would like to avoid reaching out to them again.

Simply select any upcoming calls you would like to remove from queue by checking the box next to them, and click on the trash can in the top right to delete them.

Additionally, if you would like to change the number for an upcoming call; click on the three dots and choose edit to select a different number.

Here are some campaign examples you can use to get started with outbound. Click on each dropdown below to view the campaign details: