# Outbound Calls

### What is the Outbound Calls Connection?

The Outbound Calls connection enables your Duvo assignments to place and manage phone calls to vendors, partners, and internal contacts as part of automated workflows. Built on Duvo's AI-native automation platform, the same Assignment Engine that executes complex workflows across UIs and APIs now orchestrates outbound calls as one more action in your processes.

### What Can It Do?

The Outbound Calls connection provides capabilities that allow your assignments to:

* **Place and manage calls**: Automatically dial vendors, partners, and internal contacts as part of a workflow
* **Follow governed scripts**: Use dynamic call flows that adapt to context (supplier, category, region, issue type) while keeping messaging consistent and compliant
* **Capture call outcomes**: Log call results, next steps, and commitments; convert free-form responses into structured data and tasks
* **Update systems automatically**: After each call, update your ERP, ticketing tools, spreadsheets, or internal portals—no manual re-keying
* **Escalate exceptions**: Route complex cases or sensitive conversations to the right person with full context and recommended next actions

### Why This Matters

Critical workflows still depend on manual calling—chasing suppliers, confirming promos, checking delivery status, and resolving finance discrepancies. Teams waste hours per week on low-value follow-ups instead of driving category performance, supplier relationships, and profitability. The Outbound Calls connection automates these routine phone calls, allowing your assignments to handle hundreds of calls that would otherwise require category managers, supply-chain coordinators, or finance ops teams to make manually.

### When to Use It

Use the Outbound Calls connection when your assignment needs to:

* **Category Management & Commercial**: Confirm promotion details, listings/delistings, and assortment changes with suppliers; validate missing or inconsistent data; follow up on underperforming promos or margin leakage
* **Supply Chain & Operations**: Chase late or at-risk deliveries based on live data from ERP/WMS; confirm lead-time changes and capacity constraints with suppliers or carriers; call stores or warehouses to verify stock anomalies
* **Finance Operations**: Follow up on missing invoices, credit notes, and disputed items; remind partners of upcoming payment or documentation deadlines; validate rebate/bonus terms
* **Automated follow-ups**: Trigger calls automatically after reports are generated or thresholds are breached
* **Information gathering**: Convert phone call information into structured data that flows back into your systems

### How It Works

The Outbound Calls connection is built into Duvo's Assignment Engine, which orchestrates calls as part of broader workflows across UIs, APIs, and voice. Assignments follow governed, configurable scripts that adapt to context while maintaining consistency and compliance. After each call, outcomes are captured, structured, and automatically updated in your systems. Complex cases are escalated to humans with full context, ensuring sensitive conversations receive appropriate attention.

### Key Benefits

**Reduce manual call volume**: Automate repetitive, process-driven calling scenarios that consume hours of team time

**Shorten time-to-resolution**: Accelerate supplier and partner issue resolution with automated follow-ups

**Standardize communication**: Ensure consistent messaging across markets and teams through governed scripts

**Free up strategic time**: Allow category managers, supply-chain coordinators, and finance ops to focus on negotiations, strategy, and exceptions—not chasing information

**Unlock call data**: Convert phone conversations into structured data that can be measured, reported, and optimized

**Complete audit trail**: Track all calls, outcomes, and system updates for full transparency and compliance

**Continuous learning**: Assignments improve as more calls are made—better prioritization, smarter script branching, and more accurate outcome mapping

The Outbound Calls connection transforms routine phone work from a manual burden into an automated, data-driven workflow component—freeing your team to focus on high-value activities while ensuring critical follow-ups never get missed.

### Setup

{% embed url="<https://app.arcade.software/share/KLLIUXELHW3srdBi4RqJ>" %}

{% stepper %}
{% step %}
**Twilio**

* Sign up for a Twilio account and create a phone number.
* Take a note of the Phone Number, Account SID, and Auth Token.
  {% endstep %}

{% step %}
**Elevenlabs**

* Create an Elevenlabs account.
* Import your Twilio phone number into Elevenlabs.
* Create an agent and assign it the phone number. Make sure to enable all Overrides in the Security tab.
* Copy your Elevenlabs API key with all necessary scopes.
  {% endstep %}

{% step %}
**Duvo**

* In Duvo, create an Outbound Call connection using your Elevenlabs API key.
* Place your first call using Duvo.
  {% endstep %}
  {% endstepper %}
