Outbound Calls
Outbound calls are calls your agent places to a Guest or contact.
Use them for follow-ups, reminders, confirmations, qualification, and controlled outreach.
Why it matters for your business
- Save money: reduce repetitive manual callbacks.
- Work faster: the agent can place structured calls using a consistent prompt, started by hand or automatically from your own system.
- Standardize service: every outbound call follows the same message and rules.
- Delight every Guest: Guests receive timely follow-up instead of being forgotten.
Before you start
You need:
- a configured agent,
- a phone number with outbound calling enabled,
- a valid destination number in international E.164 format,
- a clear outbound prompt,
- permission and compliance fit for the outreach you are placing.
Step-by-step in the app
- Open Agent → Outbound calls.
- Review the outbound greeting and instructions.
- Enter the Guest phone number.
- Confirm the call purpose.
- Start the call.
- Review the result in History.
Placing calls from your own system
Starting calls by hand is right for a handful. It is the wrong shape for a hundred a day, or for a call that should happen the moment something else does — a form submitted, a booking made, a lead going cold.
Your own system can start the call instead, through the Voicetta API. The agent, the prompt, the number and the restrictions are the same ones you configured here; only the trigger moves.
Two things make this practical rather than merely possible:
- The agent is told the details of each call. Write
{{placeholders}}in the prompt — the property, the Guest's name, the arrival date — and your system fills them in per call. One agent handles every Guest, instead of one agent per Guest. - Your system is told what happened. The call is added to History like any other, with its transcript, summary and quality scores, and can be pushed back into your CRM or PMS automatically.
What you need from your side is a developer, an API key with the Place outbound calls permission ticked in Settings → Developers, and your agent's ID, which you can copy from the Agent page.
That permission is off on every key until someone ticks it, including keys that already exist. Reading a transcript and ringing a Guest are different decisions, and one is not allowed to imply the other.
Hand your developer the Outbound Calls API and Dynamic Variables pages.
Calls started this way are real calls, billed exactly like the ones you place from the dashboard, and subject to the same restrictions below.
Important calling restrictions
Outbound availability can depend on country, number type, carrier rules, and workspace setup.
Do not use outbound calling for spam, unsolicited outreach, emergency communications, or regulated messages without the required consent and compliance review.
Best practices
- Keep the outbound goal narrow.
- Tell the agent what success looks like.
- Include a human escalation path.
- Test with your own number first.