Outbound agents
What is an Outbound Agent?
With an Outbound Agent your sipgate AI Agent can actively call people and conduct conversations independently. The agent works based on a defined conversation goal and uses information provided to it before the call.
Typical use cases are:
Appointment scheduling & reminders
Service reminders
Customer surveys
After the conversation, the agent documents the result. The data can then be analyzed or passed on to connected systems and workflows.
Note: Please note the legal and data protection requirements for using Outbound Agents. If you have any questions, we'd be happy to help.
How does the outbound process work?
An Outbound Agent is part of a larger process. In addition to the actual conversation, preparation and follow-up must also be planned.
The process consists of three phases:
Preparation
Before the call, it is determined who is being called, why the call is taking place, and what information the agent needs.
This data can come, for example, from a CRM system, a lead list, a spreadsheet, or another target system. It can be retrieved directly before the call or collected and prepared in advance.
Conversation
The AI Assistant starts the call and conducts the conversation based on the prepared context. How the agent behaves in the conversation is defined via a playbook defined. The playbook consists of individual tasks that specify which information the agent asks for or provides and in what order the steps are processed.
For support, live call functions can be used during the conversation via an MCP server. For example, the agent can query available calendar slots or retrieve or change information from a connected system.
What information does the agent need?
A call order contains the information the agent needs for the call. This usually includes:
Outgoing number The phone number displayed to the person being called. It also determines where possible callbacks go, for example to a team, a mailbox, or an Inbound Agent. Since the number can be set per call, callbacks can be controlled specifically, for example for urgent matters, special cases, or different responsibilities. Note: If the outgoing number is listed in public directories (e.g. Google Maps), the company name will also be displayed on some devices.
Destination number The phone number of the person to be called.
Additional information Provide the agent with all information relevant to the call. This includes, for example, name, address, age, last appointment, outstanding amount, booked product, appointment request, or previous communication.
In addition, a work instruction can be stored. It describes the goal of the call and what the agent should pay attention to in the conversation, for example whether it should be brief or take certain points into special consideration.
How is a call triggered?
A call can be triggered in different ways. Together with our Solution Consulting team, a suitable interface is planned for this, tailored to your use case and your existing systems.
Possible triggers are, for example:
time-controlled calls, e.g. for reminders or follow-ups
triggers via secure HTTP endpoints
direct triggering from a CRM system
What happens after the call?
After a conversation is completed, the results are available. Transcripts can be found in the settings of the respective agent. In addition, summaries or result data can be passed on by email, webhook, MCP server, or to a connected target system.
Plan in advance how different conversation outcomes will be handled:
Conversation successfully completed
Mailbox reached
Call answered, but use not desired
Call declined, busy, or number not reachable
Callback to the displayed number
Depending on the use case, a CRM status can then be updated, a follow-up task created, a summary sent, or a new call order prepared.
Note: The Outbound Agent handles the actual call and conducts the conversation based on the defined process. How mailboxes, unsuccessful calls, or retry attempts are handled is mapped in the connected workflow. Our Solution Consultants develop this workflow together with you in the first proof of concept and then hand it over for ongoing operation.
Questions before setup
Before the Outbound Agent is set up, the following points should be defined:
Which system does the call data come from?
When and by what is a call triggered?
What information does the agent need in the conversation?
Which number is displayed?
What happens with a callback?
How are the conversation results processed further?
Setup
Outbound Agents are currently set up together with our AI Consultants. The conversation goal, conversation flow, required information, call initiation, and follow-up are defined in the process.
Our experts support you with conception, setup, and integration into your existing processes.
You can view the current configuration of your Outbound Agent at any time in the App Web:
Prices
Outbound Agents are billed by the minute. In addition, there are connection costs for outgoing calls, which depend on the respective call destination. Further information can be found in the current price list.
Interested in Outbound Agents?
Outbound Agents are currently set up together with our AI Consultants. Our experts support you with conception, setup, and integration into your existing processes. If you would like to use an Outbound Agent, please contact our team.
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