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This is the setup for having your agent reach out first: calling new web leads back within minutes, following up on quotes nobody chased, and reactivating customers you have not spoken to in months. Outbound calling needs the Starter plan or above.

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What this setup does for you

You give Brilo a list and a sequence, and your agent works through it: a call, a text to the people who did not answer, an email a few days later. Nobody on your team has to remember to follow up, which is the reason most follow up never happens.

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What good looks like

  • New web leads called back within minutes, which is the single biggest factor in whether they convert.
  • A sequence rather than one attempt, because most of the value is in the second and third contact.
  • A different message to people who did not answer than to people who did.
  • A clean stop. Anybody who asks not to be contacted again is not contacted again.

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Design the sequence first

A campaign is a sequence of steps, each a call, a text, or an email, with timing and conditions. Sketch it before you build it. A pattern that works for most businesses: Step 5 matters. A sequence with no end annoys the people you most want to keep. Build it with Start a calling campaign and Choose when calls go out.

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What to put in your instructions

Paste this into your agent’s Prompt tab and change everything in square brackets. Outbound instructions differ from inbound ones: your agent has to explain who it is and why it is calling within the first sentence.

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What your agent needs to know

  • What it is following up on, and enough context that a customer who half remembers is reminded.
  • The answers to the two questions people ask when called back, usually price and timescale.
  • What you are offering, if anything, and its real terms.
  • Who to transfer to when somebody is ready to proceed.

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What to let your agent do

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What to test before you go live

Run the full sequence against five of your own numbers first.
  1. Answer normally. Does the opening make clear who is calling and why, in one sentence?
  2. Say it is a bad time. Does it take a better time and end, rather than pushing?
  3. Say you are not interested. Does it stop cleanly and confirm it will not chase?
  4. Do not answer at all. Does the text step fire, and does it read well?
  5. Sound annoyed. Does it apologise and offer to remove you?
  6. Listen to all five recordings back to back. That is what your list will experience.

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Rules to know

Outbound is where the rules bite, and they differ by country and sometimes by state. Before your first run, settle whether you may call these people, what hours are permitted, and whether you must check do not call lists. See Calling rules you should know. Nothing here is legal advice. Returning a call to somebody who just filled in your form is a different case from calling a purchased list. If you cannot say which of those you are doing, do not start.

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FAQ

Yes, on Starter and above, since outbound calling is switched off on Free. Your agent can call one person or work through a list as a campaign, with calls, texts, and emails in a sequence you set.
Up to your plan’s limit, which is 15 on paid self serve plans, so a list of several hundred takes hours rather than minutes. That is worth knowing before you promise a same day sweep. See Limits.
Yes, by day, time, and time zone. Whose time zone applies is the thing to check, because a list spread across regions is the usual cause of calls landing at breakfast. See Choose when calls go out.
Whatever you tell it. Both leaving a short message and hanging up are reasonable, and either way the attempt counts as a connected call for billing, because the line answered. See What counts towards my usage.
Yes, that is what a later step in the sequence is for. Call at a different time of day rather than repeating the same slot, and cap the attempts: three is usually the point of diminishing returns.
Yes, using a conditional step based on the outcome of the call. That is the highest value part of the whole sequence, because a text often gets a reply where a second call does not.
Pause the campaign. Calls already connected finish normally. Testing on five contacts before the full list is what stops you needing this. See My campaign did not call.
Yes, and speed is the point: a lead called back in minutes converts far better than one called back tomorrow. Pair this with lead qualification so the callback also qualifies.