Outreach HQ Guide

A complete reference for every feature on the Outreach HQ dashboard. Designed for agents picking up the tool for the first time, and as a reminder of less-frequently-used capabilities.

Outreach HQ is a unified agent workstation for managing every inbound and outbound communication with a contact across phone, SMS, and email — all from a single screen. It is the layer in front of Suzanne: your job is to triage inbound calls and SMS, qualify or disqualify at the top of the funnel, and either book the contact with Suzanne or dispose of them cleanly.

The dashboard is real-time. Queue counts update the moment a new SMS lands, calls ring directly in the browser, new voicemails toast onto the softphone widget, and AI briefings precompute the moment you select a contact. The left side is the queue (who to contact next). The right side is the detail panel (everything about the selected contact). The bottom-right corner holds the softphone widget (your Recents, Keypad, and Voicemail tabs).

Three main tabs at the top of the queue organize contacts by what's required. Each tab shows a live count. Click to switch the queue view.

Below each main tab, a row of smaller filter chips lets you drill into a specific subset of that tab. Click a chip to filter; click it again to clear. Each chip shows its own count.

RESPOND tab chips:

OUTREACH tab chips:

Each card in the left pane is a contact. The layout is intentionally minimal — only the signals that drive the decision to contact:

• Sentiment dot — A small colored dot before the name: green (positive), orange (negative), red (hostile). Absent means no sentiment data.
• Name — Full name, properly formatted even for multi-owner and "Last, First" source data.
• Star rating — 1–5 stars from the priority score (see section 6). Click the stars for a scoring breakdown popover.
• Wait time or days-to-auction — Top-right corner. Turns red when urgent.
• Priority heat bar — A thin vertical strip on the left edge of work-queue items: red (priority >35), amber (>20), cyan otherwise.
• Phone + address + preview — Phone in cyan, property + city, last-message preview in italics.
• Badges — At most three: HOSTILE / NEGATIVE sentiment (only when applicable), role (OWNER / RELATIVE / DECEASED / LLC — with ☠ appended for relative-of-deceased), and auction type (FORECLOSURE / TAXDEED).

Search: The search bar above the queue filters by name, address, phone, case number, city, or county. Filtering is live (200ms debounce) and case-insensitive.

Every contact in the Outreach queue gets a numeric priority score. That score maps to a 1–5 star rating used for sorting. Click the stars on any card to see the exact scoring breakdown.

Score-to-Star Mapping:

Positive Scoring Factors:

Negative Scoring Factors (Deductions):

Hostile definition: A contact is flagged "hostile" only when a human has tagged their suppression record with reason='harassment' — i.e., they actually used profanity, slurs, or threats. Multiple frustrated calls, "not interested" SMS, or a sharp tone do not promote a contact to hostile — those are at most "negative".

Clicking a queue entry (or answering an inbound call) loads the full detail panel on the right. At the top is a compact header with everything you need at a glance:

Below the header sits a row of channel tabs. The one on the left (PHONE / SMS / EMAIL) swaps the compose area and timeline view. To the right of those, a cluster of action buttons (Book / Done / Wrong # / suppress / Later / 📝 Notes) works regardless of active channel.

PHONE TAB

SMS TAB

EMAIL TAB

Note: During an active call, the channel tabs lock to PHONE. You cannot switch to SMS or Email mid-call.

The row to the right of the PHONE/SMS/EMAIL tabs is the quick-action cluster. These work regardless of which channel tab is active:

The 📝 Notes button opens a textarea backed by a single durable note per contact. Unlike per-call disposition notes, this is the standing context on the lead — visible to whoever picks up the contact next.

Type your note, click 💾 Save note. The "Last edited by {agent} · {time ago}" line updates. When any contact has a saved note, the Notes button shows a small green dot so the next agent knows to check.

Use it for: "Paid taxes on 4/17, waiting for cancellation", "Handed off to Suzanne's queue for 1st appt", "Will call back after 3pm EST", "Spoke to son Mark — routing through him". Keep it to one or two lines.

When you select a contact, an AI briefing is precomputed in the background. The AI BRIEFING button shows a green dot when ready. The briefing includes:

The floating panel in the bottom-right corner of the screen is the softphone widget. It's a dedicated phone-like surface that's always available — even when no contact is selected.

MINIMIZED STATE

When collapsed, the softphone is a small circular icon (48x48) with a phone glyph. Click anywhere on the circle to expand. Drag it to move it anywhere on screen — the widget distinguishes drag from click by travel distance (>4px = drag, ≤4px = click).

EXPANDED STATE

When expanded, the widget has a header with the − minimize button and three bottom tabs: Recents, Keypad, Voicemail.

ACTIVE CALL

When a call is active, the softphone switches into a compact in-call view with the caller's name, direction (← IN / → OUT), a timer, and the call controls (Mute, Keypad for DTMF, and END CALL). This mirrors the in-call UI at the top of the detail panel.

When INBOUND is ON, your voice status is Ready, and a call comes in:

The incoming call overlay shows:

• Caller Phone — formatted number.
• Contact Name — if we have a record of them.
• Property Address — if known.
• Context badges — OWNER / RELATIVE, DECEASED OWNER, HOSTILE / NEGATIVE, auction urgency (e.g., "3d TO AUCTION").
• Detail lines — owner name (for relative calls), equity snapshot, auction type + date.
• ANSWER — accepts. The overlay closes; the detail panel is already loaded (preloaded during ring).
• DECLINE — rejects. Caller still hits voicemail TwiML.

Note: The detail panel loads during the ring, not after you pick up — so the moment you answer, name, timeline, AI briefing, and channel tabs are already in place.

The Inbound Call Router routes a caller to your browser only when the agent pool has at least one live, voice-ready session with INBOUND toggled on and not on a call. If none of those are true, the caller hears a brief "all agents are busy" prompt and is invited to leave a voicemail.

Every voicemail is logged to ops.human_call_log with disposition=voicemail and the Twilio recording URL. In your softphone's Voicemail tab, voicemails show with an inline audio player and a CALL BACK button. New voicemails during your session toast in real time and badge the Voicemail tab.

Who hears voicemail instead of your browser ring?

• Callers when the INBOUND toggle is OFF (AI handles them instead).
• Callers when no agent has voice in Ready state.
• Callers when every ready agent is already on a call (on_call=true).
• Callers whose ring times out after 20 seconds because nobody answered.

When a contact has a booked appointment, a green ✓ APPT BOOKED banner shows in the contact header with the date + time and a small "(click to cancel)" hint.

Click the banner to open a confirm dialog: "⚠️ Cancel appointment? {name} / {time} ET. This marks it CANCELLED in GHL and the dashboard. This cannot be undone here." Click OK to confirm.

On confirm:

• A "Cancelling appointment…" toast appears and the banner hides optimistically.
• GHL is updated via the High Level API (appointmentStatus = cancelled).
• ops.lead_appointments status is set to cancelled.
• A cancellation event is logged to ops.lead_appointment_events with your agent name and note "Cancelled from Outreach HQ".
• A "Appointment cancelled" success toast confirms.

If the cancellation fails (network, GHL API error), the banner is restored automatically and an error toast explains why.

The "Replying from" line below the SMS compose box shows which Twilio number your outbound messages and calls go out from. Each contact is assigned a sticky outbound number from a regional pool based on their county so the same caller ID is used repeatedly.

If the current number is flagged as spam or unreachable, click the 🔄 (refresh) icon. A warning confirms. On confirmation, the preference is cleared and a new number is assigned from the same regional pool. The display updates immediately.

Trade-off: the contact will no longer recognize your previous caller ID after the change.

• Enter — Sends the SMS message currently in the compose box.
• ESC — Closes the AI Briefing modal.
• Drag & drop or paste an image directly into the SMS compose box to send as MMS.
• Search bar — Type to filter the queue by name, address, phone, case number, city, or county. 200ms debounce, case-insensitive.
• Click stars to see scoring — Star ratings are clickable; popover shows the full scoring breakdown.
• Channel tabs lock during calls — Phone is locked during an active call; SMS/Email are temporarily unavailable.
• Undo postpone — After postponing a contact, you have 8 seconds to click "Undo" on the toast.
• Drag the softphone — The softphone widget is fully draggable in either minimized or expanded state.
• Grant notification permission — So incoming call alerts work when the tab is backgrounded.
• Keep the tab open — For your browser to receive inbound calls, Outreach HQ must be open, voice must be Ready, and INBOUND must be ON. Anything else and callers go to voicemail.
• RETRY VOICE — If voice status sticks on "Voice offline", click the inline RETRY VOICE button to rebuild the connection without logging out.
• Dev console — Voice transitions log as [voice] FROM → TO (reason). Hang-ups log as [voice] endCall clicked + [voice] force-hangup ack. Useful if voice misbehaves.