UserGems has a native integration with Outreach that has two important benefits:

1. It allows UserGems to push Gem-E powered AI messaging or templated sequences directly into your Outreach so you don’t need to build sequences and messaging from scratch
2. It allows for UserGems to automatically add Leads/Contacts directly to the right sequence

Steps

1. Connect Admin Outreach User

Connecting an Admin Outreach user will give UserGems the API access we need to create sequences and add Leads/Contacts to sequences.

See this article about required permissions for the integration user.

2. Create & Share Custom Fields

If you're using Gem-E messaging, you'll need to create custom fields on the Prospects object in Outreach for AI Subjects and AI Email Content generated by Gem-E to input as variables into sequences.

To do this:

1. Within Outreach, click the gear icon labeled Administration
2. From Administration, click "Records" → click “Prospects’ -> click "Fields configuration"
3. Click "Add Configuration" and add new custom fields for each Email Subject and Email Content/body Gem-E should generate.
   • You'll need to scroll at first to find the first available custom field you have not yet configured. After clicking "Add Configuration," select that Custom Field (Custom field 39 in our video clip below) then give it a label and select the type "text field," then click "Add"
   • e.g. For a 7 step sequence with 3 new threads (new subject lines) you'll need 7 AI Email Content/bodies and 3 AI Subjects.‍
   • Recommendation:‍
     • 7 emails + 3 subject lines (Type: all text fields)‍
       • Gem-E Subject 1
       • Gem-E Subject 2
       • Gem-E Subject 3
       • Gem-E Content 1
       • Gem-E Content 2
       • Gem-E Content 3
       • Gem-E Content 4
       • Gem-E Content 5
       • Gem-E Content 6
       • Gem-E Content 7

Finally, map the custom variables to UserGems under Settings > Engagement in UserGems.

‍3. Ensure Salesforce & Outreach Sync is Configured

Before activating Workflows in UserGems, please make sure you have enabled the sync between your CRM and Outreach to ensure your UserGems contacts/leads will be synced to Outreach and can be added to sequences.

To enable CRM sync within Outreach:

1. Click "Administration" -> click "Integrations" -> click "CRM" -> under "Set object mapping" ensure that Leads and/or Contacts (depending on which you're using) are syncing at least from your CRM into Outreach, if not both ways.

1. Within Leads and/or Contacts, check Sync Frequency & make sure it’s polling automatically every 5-10 minutes

1. Scroll down to “Set sync conditions”
   • Review under which conditions a prospect is created in Outreach - preferably none

1. Click on "Advanced Settings" and make sure that you are syncing messages sent via Outreach outside Salesforce

1. If you’re creating contacts, click on the contact row (as shown) above, if leads click the leads row (if both you’ll need to do the following actions for both) -> select “Add Mapping” (the new field to map will appear at the very bottom of the configuration table) 

1. Click “select Salesforce field” → search and select “UG - Past Company” → select the checkbox to the right of where it currently says “not syncing” in order to enable syncing this field to Outreach -> Click “select Outreach field” search and select  “UG  - Past Company”.

1. Hit Save at the bottom of the page.

4. Create Sequences

For Gem-E AI Powered Sequences

Create an Outreach sequence that uses the variables set up in Step 2.

Example Sequence

Day 1 Email 1: Manual at first and then can be switched to automated

subject {{Gem-E Subject 1}}

content {{Gem-E Content 1}}

Day 1 : LinkedIn Connection (optional)

Day 5 Email 2: automatic

Reply thread

Content: {{Gem-E Content 2}}

Day 10 Email 3: automatic

New Thread

subject {{Gem-E Subject 2}}

Content: {{Gem-E Content 3}}

Day 13: automatic

(reply)

{{Gem-E Content 4}}

Day 20: automatic

(reply)

{{Gem-E Content 5}}

Day 23: automatic

New Thread

subject {{Gem-E Subject 3}}

Content: {{Gem-E Content 6}}

Day 27:

(reply)

Content: {{Gem-E Content 7}}

The "day" recommendations are based on UserGems own Gem-E sequence. Consider also adding call and linkedin steps for co-pilot mode.

For Non Gem-E Sequences

• UserGems has the functionality to push sequences into Outreach for you to edit. When searching for these sequences, ensure all filters are cleared from your search and search "UserGems"

Outreach will return the number of the custom field mapping you created, so if it says something like {{custom4}} that’s ok! Just make sure to preview the content before activating!

5. Activate your sequences!

After adding the custom UserGems variable and making any additional (optional) customizations to your sequences, you're ready to activate them!

• In every UserGems sequence, toggle each individual step to Active > click Activate at the bottom of the page.

Important: Simply clicking "Activate" will not turn on the sequences - each step needs to be switched to Active as well.

Troubleshooting

If a record is missing in Outreach, do the following to debug:‍

• ‍Click "Administration" -> click "Integrations" -> click "CRM" -> click "Contact" (or "Lead")
• Click "Test Sync" (top right) & select the record that should be synced -> click "Import"
• Example related issues we’ve seen:
  • A company created a UserGems specific “Lead Status” in Salesforce but in the sync between “Lead status” (SFDC) & Stage (Outreach) it hadn’t checked on the “Create” permission. Therefore Outreach tried to create a UserGems record with Lead Status UserGems but failed since Stage UserGems didn’t exist and it couldn’t create it. (CRM -> Lead status)