Voice AI Outbound Calling lets you trigger automated outbound phone calls from your Voice AI agent through workflow automations. The same agent that handles inbound calls can also place outbound calls — to confirm appointments, follow up on consults, re-engage cold leads, or run any other phone-based touchpoint your workflows define.
This article covers how outbound calling works, how to set it up, the compliance guardrails that are built into the platform, and how to monitor performance through the outbound calling dashboard.
Important: Outbound AI calling is heavily regulated. Before enabling this feature, your account must complete a KYC (Know Your Customer) approval. The platform does not automatically verify an individual contact's consent before a call dials, your practice is responsible for confirming that each contact can legally receive an outbound AI call.
For medical aesthetics practices, outbound calling triggers TCPA, state-level telemarketing, and HIPAA considerations. Read the Compliance & Calling Limits section carefully before turning this on.
Voice AI Outbound Calling enables your Voice AI agent to place outbound phone calls automatically through workflows. Common use cases for medical aesthetics practices include:
Appointment confirmations — call patients 24–48 hours before their appointment to confirm or reschedule.
Consult follow-ups — re-engage prospects who attended a consult but didn't book.
No-show recovery — call patients who missed an appointment to rebook.
Treatment reminders — remind patients of recommended retreatment intervals (Botox at 3 months, filler touch-ups, laser series, etc.).
Lead reactivation — reconnect with cold leads who previously expressed interest.
Outbound calls are triggered exclusively through workflow actions — there is no manual "call now" button. This is intentional: every outbound call must be tied to a workflow that runs against contacts who meet specific criteria, which makes consent, segmentation, and compliance enforceable.
What outbound calling is NOT designed for:
Cold outreach to purchased lists (this is your responsibility to avoid, it damages your sender reputation and creates legal exposure)
Calls to patients who haven't opted in to AI calling specifically
High-volume telemarketing campaigns
International calls (same-country numbers only)
The platform enforces strict rate-limit rules automatically. These are not configurable, they apply to every account using outbound AI calling. Contact-level consent, however, is managed by your practice, not the platform, see Contact-level consent below.
Before your account can place a single outbound AI call:
KYC approval is required. You must complete the Know Your Customer registration when you click Enable Outbound Calls. KYC stays valid as long as your business ownership and legal details don't change.
Outbound calling must be explicitly enabled for your account. Inbound Voice AI access does not automatically grant outbound permissions.
Required outbound calling terms only need to be accepted once. You can accept them during registration, or inline inside the Voice AI Outbound Call workflow action the first time you add it (see below). Either path records your acceptance at the account level, so you're not asked again on future workflows. Accepting these terms confirms your account meets platform requirements; it does not by itself establish consent for any individual contact.
The platform does not perform an automatic pre-call consent check on individual contacts, there is no automated opt-in scan, DND check, or opt-out check built into the call flow. Before enrolling any contact in an outbound calling workflow, your practice is responsible for confirming:
Documented opt-in. The contact has agreed to receive AI-powered phone calls from your practice.
No DND flag on the voice channel for that contact.
No prior opt-out from the contact.
This applies the same way regardless of how the contact entered your CRM, a CRM-hosted form, an import, or manual entry. Accepting the platform's outbound calling terms confirms your account meets platform requirements; it does not establish consent for any individual contact. Keep your own consent records (form language, timestamps, manual documentation for imported contacts) so you can demonstrate compliance if it's ever questioned.
The platform enforces these throttles automatically:
Limit | Value |
|---|---|
Calls per minute per location | 10 |
Calls per day per location | 5,000 (overflow defers to next day) |
Calls per day per phone number | 1 |
Calls per phone number in any 14-day window | 14 (calls beyond this fail) |
Allowed countries | Same country as your account only |
Outbound AI calls are only placed between 8:00 AM and 8:00 PM in the contact's phone-number time zone.
The platform calculates the contact's time zone automatically based on their phone number area code. You do not need to configure this.
Why the 8 AM – 8 PM window matters for med spas: Many practices want to reach patients before the workday starts or after close of business, when they're more likely to answer. The platform blocks calls outside this window intentionally, calls before 8 AM or after 8 PM drive complaints, opt-outs, and TCPA exposure. Schedule your workflows to land within the allowed window from the start.
When a call doesn't go through, the call log shows one of two statuses:
Deferred — The system intends to call later (e.g., the contact's local time is outside the window, or you've hit your daily location cap). The call will retry on the next eligible day.
Failed, A condition prevented the call from ever placing (missing or invalid number, unsupported country, exceeded the 14-calls-in-14-days limit, etc.). Failed calls do not retry automatically. Review the call log for the specific reason.
In your account, go to AI Agents → Voice AI.
Click Enable Outbound Calls.
Complete the KYC registration prompts (business legal name, ownership details, intended use case, etc.) and accept the required outbound calling terms.
Wait for KYC approval.
You'll receive confirmation in-account once outbound calling is approved.
Already building a workflow? You don't have to complete this registration first. The Voice AI Outbound Call action prompts you to accept the required outbound calling terms the first time you add it to a workflow, so you can register in the moment instead of switching screens. Whichever path you use, your acceptance is recorded once at the account level and carries over to every future workflow. It confirms your account meets platform requirements, not that any individual contact has consented, so you're still responsible for confirming opt-in, honoring DND and opt-out preferences, and following applicable calling laws for each contact you call.
Your existing Voice AI agent (the one handling inbound calls) can also place outbound calls — no second agent required. However, you should review the agent's prompts before turning on outbound:
The agent's system prompt should include logic for identifying call direction so it greets outbound recipients differently than inbound callers.
The opening line for outbound should immediately identify your practice and the reason for calling, per TCPA disclosure requirements.
The agent should handle "remove me from the list" / "stop calling me" requests gracefully and trigger an opt-out tag.
If you don't have a Voice AI agent yet, create one before continuing. (See the related help articles for agent creation.)
Outbound AI calls dial from a phone number on your account. If you haven't added a number yet — or if you want to dedicate a specific number to outbound campaigns — set that up first under your account's phone settings.
💡 Caller ID and answer rates: Local presence (a number with the same area code as the contact) significantly improves answer rates. If you serve multiple geographic markets, consider adding a number for each major area you call into.
Outbound AI calls only fire from inside a workflow. Here's how to add one.
Go to Automation in your account.
Click + Create Workflow (or open the existing workflow you want to modify).
Configure your workflow trigger — for example: appointment scheduled, contact tag added, opportunity stage changed, form submitted, or any other trigger relevant to your use case.
Inside the workflow editor, click the + icon to add a new action.
Search for Voice AI Outbound Call in the action picker.
Select it.
The Voice AI Outbound Call action has three required fields:
Action Name — a descriptive label so you can identify this action in your workflow (e.g., "Call patient to confirm Botox appointment").
AI Agent — select the Voice AI agent that will handle the call. The same agent can be used for inbound and outbound; just make sure its prompt accounts for both directions.
From Phone Number — the number the agent will dial from. Choose a number that's appropriate for the patient population you're calling (local presence typically performs best).
First time adding this action? If your account hasn't yet accepted the required outbound calling terms, the action drawer also includes a Terms & Conditions and Calling guidelines review with a consent checkbox. Accept it once here (or during account registration, see above) and you won't be asked again on future workflows.
Save the workflow and toggle it from Draft to Publish.
Always test on yourself or an internal test segment first. Add yourself to the workflow with a tag like QA – Voice AI Test, then point the workflow only at that tag for the first run.
Listen to the test call. Review the transcript and any triggered actions in the call log.
Once the agent's behavior is dialed in, expand the audience.
Do not point a brand-new outbound workflow at your full contact database. A poorly-configured agent prompt or an audience-targeting mistake can result in dozens of awkward (or non-compliant) calls before you notice, and since the platform doesn't check individual contact consent for you, that responsibility sits entirely with your audience list.
The outbound calling dashboard gives you real-time visibility into every call your Voice AI agent places. It mirrors the inbound dashboard layout, so reporting stays consistent across both directions.
In your account, go to AI Agents → Voice AI → Dashboards & Logs → Outbound.
The Outbound tab only appears once you have at least one Voice AI agent configured for outbound and your first outbound call has been logged.
Attempted Calls Every outbound dial — including connected, voicemail, no-answer, and failed attempts. Use this to monitor daily dialing volume, gauge campaign pacing, and spot sudden spikes in failed calls (which often indicate carrier blocking or caller-ID spam flags).
Connected Calls
Total Connected Calls — how many calls reached a live person or voicemail.
Total & Average Duration — talk-time efficiency.
Trend Charts — toggle daily, weekly, or monthly views.
Actions Triggered Every workflow action that fires as a result of a call (tag applied, task created, opportunity moved, etc.) is logged here. Use this to validate that your post-call automations are actually running.
Sentiment Analysis Positive, neutral, and negative call outcomes are detected automatically based on call content. Sentiment is only calculated for live conversations — voicemail recordings are excluded.
Detailed Call Logs Sortable columns include:
Call Status (Connected, Voicemail, No Answer, Failed)
Workflow Name (which workflow triggered the call)
Date / Time, Duration, Recording, Transcript
Call Type filter (Test vs. Live calls — keeps internal testing out of your live analytics)
Adjust the time range filter (Today, 7 Days, 30 Days, Custom) to scope your view. Hover over any chart for exact counts, or click a tile to jump straight to the filtered call log.
Click the kebab menu (⋮) on the dashboard to export a CSV of your call data, or share a read-only link with stakeholders. To export only connected calls, apply the Call Status = Connected filter first, then export.
The dashboard updates in near real time — typically within 60 seconds of a call ending.
Outbound AI calling is powerful but easy to misuse. A few guidelines specific to med spas, plastic surgery, and dermatology practices:
The use cases that work best are ones where the patient already has a clear, recent relationship with your practice:
✅ Confirming a booked appointment in the next 48 hours
✅ Following up after a consult (within 1–7 days)
✅ No-show recovery within a few days of a missed appointment
✅ Recommended retreatment reminders for patients on a known treatment cadence
The use cases that create the most risk:
❌ Calling old leads (90+ days cold) without re-confirming opt-in
❌ Calling patients who haven't engaged in over a year
❌ Calling lists from third-party sources (purchased leads, vendor exports)
❌ Anything that resembles a cold telemarketing call
Since the platform doesn't check contact consent for you, treat these as non-negotiable rules for every outbound AI call:
The agent should identify your practice by name within the first sentence.
The agent should state the reason for the call clearly before asking any questions.
The agent should handle "stop calling me" / "remove me" / "I don't want this" requests immediately with no objection-handling, and should automatically apply an opt-out tag that excludes the contact from future workflows.
Avoid having the agent claim to be human. If asked, the agent should disclose that it's an AI assistant.
Build your workflow audiences carefully, this is where compliance is actually enforced, since the platform won't do it for you:
Filter to contacts with documented, confirmed opt-in, regardless of how they entered your CRM (CRM-hosted form, import, or manual entry).
Exclude contacts with the DND flag, opt-out tags, or recent complaint history.
Add a "last contacted" filter so you don't blow through the 14-calls-in-14-days limit on the same contact across multiple workflows.
Voice AI outbound calls can carry PHI. The transcripts and recordings are stored in your account, and any actions the agent takes (notes added to the patient record, tags applied, etc.) become part of the contact record. A few principles:
Don't have the agent recite specific clinical details in the call body. Generic appointment reminders are safe; "Hi, calling to confirm your Botox touch-up at 2 PM" is fine, but "Hi, calling to confirm your filler dissolution following last week's complications" is not.
Keep recordings retention-policied. Review your account's recording retention settings and purge appropriately.
If a patient asks the agent clinical questions, the agent should defer to a human staff member rather than answering.
Can I use the same Voice AI agent for inbound and outbound calls? Yes. The platform is designed for a single agent to handle both. Make sure your agent's system prompt detects call direction and adjusts its greeting and behavior accordingly.
What happens if I exceed 5,000 calls per location in one day? The overflow calls defer automatically to the next eligible day. You don't need to manually reschedule.
Can I accept the outbound calling terms without registering first? Yes. The Voice AI Outbound Call workflow action lets you accept the required terms inline the first time you add it to a workflow. That acceptance is recorded once at the account level and applies to every workflow going forward.
Can I disable specific compliance rules, for example, expand calling hours? No. The rate limits and calling-hour rules are mandatory and apply to every account using outbound AI calling. They exist to protect your account from carrier blocking, TCPA exposure, and consumer complaints.
Will rejected calls consume my Voice AI minutes? No. Calls that don't meet the platform's rate limits, calling-hour window, or account eligibility requirements are rejected before dialing, so no minutes are billed for rejected attempts.
Does my KYC need to be repeated? Only if your business ownership or legal structure changes. Otherwise the original approval remains valid.
Can I make international calls? Not at this time. Outbound AI calls are restricted to numbers in the same country as your account.
Does the platform check contact consent for me? No. There's no automatic pre-call consent check. You're responsible for confirming and documenting opt-in, honoring DND and opt-out status, and following applicable calling laws for every contact you enroll in an outbound workflow, regardless of whether that contact came from a CRM-hosted form, an import, or manual entry.
Where can I find the Outbound dashboard if I only see Inbound? Make sure Voice AI is enabled and you have at least one agent configured for outbound. The Outbound tab appears once your first outbound call is logged.
Do test calls show up in my analytics? No. Test calls are excluded from dashboard metrics, but they still appear in call logs when you select the Test Calls filter — so you can review them without skewing reporting.
Why are some calls marked "Failed" in the dashboard? "Failed" means the carrier rejected the call or the number was unreachable. High failure rates often trace back to caller-ID spam flags, invalid numbers, or numbers that have blocked your specific caller ID. Try rotating to a different outbound number if a particular number is suffering high failure rates.
Can I listen to recordings of calls that went to voicemail? Yes. Connected and voicemail-status calls both include a playable recording and full transcript in the call log drawer.
How is sentiment scored on voicemail messages? Sentiment is only calculated for live human conversations. Voicemail recordings are excluded from the sentiment chart.
Does local-presence dialing show in the dashboard? Yes. Each call attempt logs the specific caller ID used, so you can compare answer rates across different outbound numbers to optimize your dialing strategy.
If you're planning a complex outbound calling campaign — multiple agents, multi-location segmentation, custom consent capture, or HIPAA review of transcripts and recordings — submit a Custom Build Request and our team will scope it for you.
For day-to-day questions about workflow setup, agent prompting, or call-log review, reach out to our support team.
