Common questions about CRM and Outreach

What is the difference between a lead and a contact?

Leads are in Outreach: people campaigns may write to. Contacts are in CRM: people you have a relationship with. A campaign step can move an interested lead to the CRM with a first deal.

Why must I give a reason when a deal is lost?

So your Forecast can show why deals are won and lost. Admins set the reasons in Settings › Sales › Pipeline.

Who can start a project or an invoice from a deal?

Admins. On a won deal they see Create project and Invoice.

Can a client change the price of a proposal?

No. They can include or leave out any line you made optional, then accept or decline. To change anything else, use Revise.

Why isn't my campaign sending?

Mail only goes out on its sending days and hours, within each mailbox's daily limit. A campaign may also be paused, by a person or by a mailbox's health. Check its Overview, and the mailboxes in Settings › Sales.

How much can a sales mailbox send in a day?

A new sales mailbox sends 5 cold emails a day, rising to 15, and at most 30 a day once its health is good. Each domain sends at most 60 a day, however many sales mailboxes it has. Everything sent from a sales mailbox counts, including emails you write yourself in Mail or to one lead from Sales. Once a mailbox or its domain has used its day, more mail waits until midnight UTC.

What happens when a lead unsubscribes?

Nothing more is sent to them from any campaign.