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Configuring the Outbound Caller

The AI Receptionist is not limited to answering incoming calls; it can also actively reach out to your customers (Outbound calls). This is ideal for callbacks, appointment confirmations, or proactive customer service.

This article explains how to configure call lists and analyze the results of your outbound campaigns.

Prerequisites and Limits

To ensure the outbound feature functions smoothly, please adhere to the following technical limitations of the platform:

  • Maximum Call Duration: 10 minutes per call.
  • Call Frequency: Maximum of 1 call every 10 minutes to the same phone number.
  • Throughput: Maximum of 100 calls per hour per account.
  • Concurrency: No more than 5 active calls simultaneously.

Accessing Outbound Settings

To configure outbound calls, follow these steps:

  • Log in to your IONOS account.
  • Click Menu > AI Receptionist in the title bar. The AI Agent Portal opens.
  • Click on Customer Portal under Actions for the desired receptionist. The Dashboard opens.
  • Click Settings in the main navigation bar.
  • Select the 4.1. Outbound tab.

You will see two main areas for configuration via CSV (Comma Separated Values): the Call Table and the Calling Result.

Creating the Call List (Call Table CSV)

In the Outbound - Call Table CSV [A] field, you define the list of customers to be called. The AI Receptionist will process this list sequentially.

Data Formatting

Enter the data in CSV format. It is recommended to use a header row so the agent can correctly identify the information.

The most important columns are:

  • Phone Number: The customer's phone number.
  • Reason to Call: The purpose of the call.
    Keep the reason concise and precise. This acts as a prompt for the AI, instructing it on what to discuss with the customer.
Content Example

You can copy the following text directly into the input field and adapt it to your needs:

Phone Number,Reason to Call
+15550101234,Needs to be followed up regarding the recent purchase. Product: Laptop. Ask if they are satisfied with the service and if they have any questions
+15550105678,Check in regarding their account. Updates: Account has been successfully upgraded to premium status.

Notes

  • Phone Number: Always use the international format for telephone numbers, including the country code. This ensures the call can be connected successfully.

  • No Duplicates: Avoid listing the same phone number multiple times to prevent tracking errors and unwanted repeated calls.

  • Be Precise: Keep the reason to call concise and clear. Otherwise, it might be interpreted incorrectly by the agent.

  • Save: Do not forget to click Save & Publish All Changes in the top right corner after entering your data so the agent can apply the list.

Analyzing Results (Calling Result CSV)

Once the AI Receptionist has made the calls, the results are automatically written into the Outbound - Calling Result CSV [A] field.

This field is read-only and is intended for reporting purposes. It contains details on whether the call was successful, the outcome of the conversation, and other metadata.

How to evaluate the data:

  • Select and copy the entire text from the Calling Result CSV field.
  • Create a new text file on your computer and paste the content.
  • Save the file with the .csv extension (e.g., results.csv).
  • Open this file in a spreadsheet application (such as Microsoft Excel, Google Sheets, or Apple Numbers) to analyze the results clearly.

Content