Reach Out
Prepare responsible proactive messaging around an approved audience, a clear purpose, the correct channel, appropriate timing and a working opt-out process.
Permission and responsibility come before sending
Use ConvoRev’s outbound capabilities only for approved audiences, purposes and channels. Consent, channel rules, message timing and opt-out handling remain part of your operating responsibility.
Set the timing boundary first
Before scheduling any proactive message, define when messaging should pause and how the operating team will respect local expectations, channel requirements and customer preferences.
Quiet Hours and Responsible Messaging
Understand how quiet hours, timing, consent, channel rules and opt-out handling fit into a responsible messaging process.
Read the guide →Confirm five responsibilities before outreach
A responsible message begins with a documented reason to contact the person—not with a list, feature or available sending capacity.
All five checks should be clear before normal use.
Who may receive this message?
Why is the message being sent?
Which rules and expectations apply?
When is contact appropriate?
How can the person stop future messages?
Approved audience
Document how the contact entered the audience, what permission or lawful basis applies and whether that basis covers the intended purpose and channel.
Clear purpose
Define the useful reason for the message and ensure the content matches what the recipient would reasonably expect.
Permitted channel
Confirm the channel is connected, appropriate for the audience and used according to its current policies.
Appropriate timing
Set quiet hours and consider the recipient’s location, operating context, urgency and frequency of contact.
Honoured choice
Provide and test the approved opt-out path, then ensure future selections exclude contacts who should not receive the message.
Separate proactive outreach from inbound work
This topic covers responsible preparation for proactive messaging. When a customer has already contacted the business, or a person should lead the conversation, use the inbox and assignment workflows instead.
Your team initiates
Begin with audience approval, purpose, channel rules, timing and opt-out handling.
Review responsible messaging →The customer initiates
Review the existing conversation and decide whether the AI Agent or a person should own the next response.
Use the Conversation Inbox →A person should take over
Assign clear ownership so the conversation reaches the right person with its context intact.
Assign Conversations →Organize contact context before selecting an audience
Tags and contact fields can help operators understand why a contact belongs in a specific workflow. They do not create consent on their own and should never be used to infer permission that has not been established.
Organize Contacts with Tags
Create understandable operational groupings for source, stage, interest, status or other approved uses.
Use Contact Fields and Notes
Keep relevant contact facts and human context available without overloading tags or relying on memory.
Use a preflight review
Before any normal sending workflow begins, record who approved the audience, content, timing and opt-out process. Test with controlled internal contacts where appropriate before expanding the scope.
- Source and permission are documented
- Suppression and opt-out status are applied
- Audience purpose matches the message
- Sender and purpose are clear
- Claims, offers and links are current
- No unsupported urgency or guarantee
- Channel rules have been reviewed
- Quiet hours and timezone are correct
- Frequency and volume are appropriate
- Replies reach the intended workflow
- Opt-out handling has been tested
- A human owner and escalation path exist
Outreach approval gate
Proceed only when the audience, purpose, channel, timing, reply path and opt-out process have a named owner and an accepted test result.
Reach Out guides
Use these guides to establish timing boundaries and maintain understandable contact context before a proactive workflow is approved.
Quiet Hours and Responsible Messaging
Set the responsible timing, consent, channel-rule and opt-out foundation before proactive scheduling.
Read guide →Audience contextOrganize Contacts with Tags
Use clear operational labels to support review and organization.
Read guide →Contact contextUse Contact Fields and Notes
Store approved facts and human context needed for the next action.
Read guide →Why campaign instructions are not listed here yet
Campaign-specific operational guidance will be added only after the corresponding capabilities and compliance requirements complete their release gates. This keeps the public guidance aligned with tested behavior and current operating requirements.
The intended workflow behaves consistently in controlled testing.
Current channel, consent, timing and opt-out responsibilities are documented.
Customer-safe instructions are published with boundaries and ownership.
Before you reach out
Does importing a contact mean I may message them?
No. A stored contact, tag or field does not establish permission by itself. Confirm the approved reason, channel and purpose before including the contact in an outreach workflow.
Where should I begin before scheduling a message?
Begin with Quiet Hours and Responsible Messaging. Confirm the audience, channel requirements, timing, content, reply path and opt-out handling before normal use.
What if the customer has already messaged us?
Use the Conversation Inbox to review the active conversation and its context. Assign the conversation when a specific person should own the next response.
Can tags be used to create an audience?
Tags can support organization and review, but they do not create authorization. Verify why each selected contact belongs in the intended workflow and apply current suppression or opt-out status.
Why is there no campaign setup guide here?
Campaign-specific guidance is held until the corresponding capability and compliance requirements complete their release gates. This avoids publishing instructions that are incomplete, unverified or out of date.
Describe the audience and intended purpose
Include the account, intended audience, contact source, purpose, channel, timing, reply owner and opt-out process. Do not send credentials or unnecessary private customer information.