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 and pass automated compliance checks on your forms, opt-in language, and contact records. Calls that fail compliance are rejected before they dial.
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 (will fail compliance and damages your sender reputation)
Calls to patients who haven't opted in to AI calling specifically
High-volume telemarketing campaigns
International calls (US numbers only)
The platform enforces strict compliance and rate-limit rules automatically. These are not configurable — they apply to every account using outbound AI calling.
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.
Your forms and consent language are scanned automatically. The system reviews your existing forms for valid opt-in language. If consent text is missing or weak, it surfaces those gaps so you can fix them before calling.
Before each call dials, the system verifies:
Documented opt-in. The contact must have opted in via a CRM-hosted form. Contacts added by import, manual entry, or external sources do not pass automated opt-in checks at launch — you must confirm written consent for those records manually.
No DND flag on the voice channel for that contact.
No prior opt-out from the contact.
If any of these checks fail, the call is rejected before dialing. Rejected calls do not consume Voice AI minutes or credits.
The platform enforces these throttles automatically:
Limit | Value |
Calls per minute per location | 1 |
Calls per day per location | 100 (overflow defers to next day) |
Calls per day per phone number | 1 |
Calls per phone number in any 14-day window | 4 (calls beyond this fail) |
Allowed countries | United States only |
Outbound AI calls are only placed between 10:00 AM and 6:00 PM in the contact's phone-number time zone. This is stricter than the federal TCPA window (8 AM – 9 PM) and accounts for state-level rules and consumer-complaint risk.
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 10 AM – 6 PM window matters for med spas: Many practices want to call patients during commute hours (early morning, evening) when they're more likely to answer. The platform blocks these calls intentionally — outside-window calls drive complaints, opt-outs, and TCPA exposure. Schedule your workflows during 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 number, no opt-in, DND flag, exceeded the 4-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.).
Wait for approval. The system also runs the automated compliance scan on your forms during this step.
You'll receive confirmation in-account once outbound calling is approved.
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.
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).
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.
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
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:
Filter to contacts who opted in via a CRM-hosted form. (External-source contacts won't pass automated compliance checks.)
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 4-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 100 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 disable specific compliance rules — for example, expand calling hours? No. All compliance 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. Compliance rejections happen before the call dials, 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 United States phone numbers.
How does the platform verify opt-ins for contacts I imported from outside? Automated opt-in checks currently focus on CRM-hosted forms. For contacts imported from external sources, you must confirm written consent manually before adding them to outbound workflows.
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.
