# Outbound calling

Let Mav call quiet contacts as part of its follow-up and connect the ones who pick up to your reps.

## What it does

Mav reaches every new contact by text first. With **Outbound Calling** on, Mav also calls contacts who go quiet. Up to four of its follow-up nudges come with a call, placed within 15 minutes of the nudge text.

Outbound Calling only covers the calls Mav starts on its own. Mav always calls, even with it off, when:

- A contact asks for a call, or says yes when the agent offers one.
- A callback the contact booked comes due.

## What happens on a call

1. Mav calls the contact from your Mav number, the same number it texts from.
2. The agent introduces itself, says the line is recorded and asks if now is a good time.
3. If the contact says yes, they hear hold music while Mav dials your rep. The rep hears who is on the line, then joins the call.
4. If nobody answers, Mav leaves a short voicemail saying it will try again later.

A contact who says to stop calling is opted out. Mav won't text or call them again.

## When Mav calls

- Only inside your transfer hours, under **Settings › Phone Settings › Hours**, and never on the holidays that close them.
- Only inside the contact's local calling hours: 8am to 9pm by default, narrower in some states.
- Not if the contact replies or books a callback before the call goes out.
- Mav doesn't redial its own follow-up calls. The next nudge covers it.

## Turn it on or off

1. Open **Settings › Phone Settings**, on the **Setup** tab.
2. Switch on **Outbound Calling**.
3. Read the **Outbound Calling Compliance Acknowledgment**, tick **I accept these terms and confirm responsibility for compliance.** and click **Confirm**.
4. Click **Save changes**.

To turn it off, switch it off and click **Save changes**. Turning it back on asks for the acknowledgment again. The setting covers your whole account, every agent and every source. Only Managers can change it.

If the switch is greyed out, call recording is off for your account. Contact Mav support to turn it on.

## Try it

Open any agent and click **Send a test**, then **Call me**. Mav calls the phone on your profile. Outbound Calling must be on for the test call to go out.