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Outbound AI Calling

Outbound AI Calling is a Professional plan feature that lets the AI follow up with leads who have not responded to SMS messages.

How It Works​

When a lead in your pipeline has not responded to SMS follow-ups, the AI can make an outbound phone call to re-engage them:

  1. Lead goes quiet. After the Day 0, Day 3, and Day 7 SMS messages, the lead has not responded.
  2. AI places the call. The AI calls the lead's phone number from your OzyOps number.
  3. AI identifies itself. The AI introduces itself as calling from your business and references the original inquiry.
  4. Conversation happens. The AI attempts to re-engage the lead, answer questions, and move them toward booking or conversion.
  5. Call is logged. The outbound call appears in your dashboard with a full transcript, recording, and summary -- just like an inbound call.
  6. Pipeline updates. If the lead books during the outbound call, the pipeline entry moves to "Closed Won" automatically.

What the AI Says​

The AI's outbound call follows a natural, non-pushy script:

  • It identifies itself and your business name.
  • It references the caller's original inquiry (e.g., "You called us last week about a dental cleaning").
  • It asks if they still need help or have questions.
  • If they want to book, the AI can schedule an appointment (if EMR is connected).
  • If they are not interested, the AI thanks them and ends the call politely.

The AI never pressures callers or uses aggressive sales tactics.

Outbound calls are made only to leads who:

  • Called your business first (inbound call initiated by the caller).
  • Have not opted out of contact (no STOP reply to SMS).
  • Have a valid phone number captured during the original call.

Because the original contact was caller-initiated, outbound follow-up calls are considered a continuation of the service the caller requested.

Respect opt-outs

If a lead has texted STOP to opt out of SMS, outbound AI calls are also disabled for that contact. Opting out of SMS opts out of all automated follow-up.

Viewing Outbound Call Results​

Outbound calls appear in your dashboard alongside inbound calls:

  1. Go to Dashboard > Calls.
  2. Use the Direction filter to show only outbound calls.
  3. Click any outbound call to see the full transcript and recording.

Each outbound call links back to the original inbound call that created the pipeline entry. On the call detail page:

  • Outbound calls show an "Original Call" link to the first inbound call.
  • Inbound calls that generated outbound follow-ups show a "Follow-Up Call" link.

Outbound Call Minutes​

Outbound calls count toward your included monthly minutes, just like inbound calls. Your Professional plan includes 2,000 minutes per month. Overage is $0.60/min.

Monitor your usage

Outbound calls can add up. Keep an eye on your minute usage on the Billing page, especially if you have a high volume of pipeline leads. The dashboard shows your current usage in real time.

Common Questions​

Can I control which leads get outbound calls? The system automatically identifies leads that have not responded to SMS follow-ups. You can prevent outbound calls to specific leads by moving them to "Closed Lost" in the pipeline.

How many outbound call attempts does the AI make? The AI makes one outbound call attempt per lead. If the lead does not answer, the call goes to their voicemail and the AI leaves a brief message.

Can I trigger an outbound call manually? Currently, outbound calls are triggered automatically based on the follow-up schedule. Manual outbound call triggering is on our roadmap.

What if the lead answers and wants to talk to a human? The AI can transfer the call to your staff using the same transfer configuration as inbound calls (if staff transfer is configured).

Do outbound calls happen during business hours only? Yes. Outbound calls are placed during your configured business hours to respect the lead's time and comply with calling regulations.

What if my practice does not want outbound calling? Outbound AI Calling can be disabled in your settings. Contact support@ozyops.com if you want to turn it off while keeping the rest of your Professional plan features.