TL;DR
The Outreach Kaia integration automatically brings your reps' recorded Outreach calls into Yoodli (synced daily), where they're scored on your organization's custom goals and given to each rep's personalized coach, so reps get coaching on things that actually happened. You can assign different goals for different call types so that each call type has its own rubric. Choose from the same goals that your roleplays use so that coaching evaluations stay consistent. One-time setup to link Yoodli and Outreach (instructions below). Each rep's calls are private to that rep.
What it can do for you
Coaching on real calls. Each rep gets one-on-one coaching from a coach that works from their own imported calls, so the feedback is about situations they actually faced.
Score real calls on your organization's custom goals. Select which goals you want calls to be scored on. Vary which goals are used depending on the type of call.
Compare practice with real calls on the same rubric. Real calls can be scored on the same set of goals your roleplays use, so you can see whether what reps practice shows up in front of customers.
Automatic imports. Once connected, new recordings arrive every day without anyone touching them.
Setup
Before you start
You need to be an admin in your Yoodli organization.
You need an Outreach admin who can open Kaia's settings in Outreach.
Each rep needs a Yoodli account in your organization, under the same email address that appears on their calls in Outreach.
Each rep must belong to at least one group in your organization.
Your organization can connect one real call integration at a time. If Gong is connected, disconnect it first.
Plan your rules and add your reps before the first recordings arrive. A call that arrives with no matching rule or rep is not brought in later.
Steps
Select your organization's name at the bottom of the left menu, then select Org settings.
Under Advanced Settings, next to Integrations, select Create new. If your organization already has an integration, the button reads Manage.
Select Create an integration, then Real call integration.
Select Outreach Kaia.
Select Generate delivery key.
Copy the values shown. The IAM access key secret is shown only once, so keep this window open until the Outreach side is done. If you lose it, generate a new key.
In Outreach, go to Administration > Tools > Kaia, turn on Bulk export, and enter each value. Under Email notifications, add an admin's email so Outreach tells you if the export stops.
Back in Yoodli, select Confirm. The page now shows your Delivery key, and Set Up Rules is ready to use.
Under Set Up Rules, select Add Rule, then fill in the rule:
Enter a Name, such as "Demo calls".
Under Criteria, set one or more conditions a call must meet for this rule to bring it in. A call must meet all of them, so you can scope a rule tightly and keep it from catching the wrong calls. To catch calls that meet any one of several conditions, make one rule per condition and give each the same rubric (step 10).
"Call title contains" matches calls whose title includes any one of the words or phrases you enter. Press Enter after each one to add the next.
"Call Duration" matches calls that last between the minimum and maximum minutes you set.
"Participants" matches calls with at least the number of participants you set.
"Groups" matches reps in any of the Yoodli groups you choose. Each rep on a call is checked separately, so two reps on the same call can be scored on different rubrics.
Select which of your organization's custom goals you want to be a part of this rule's rubric. Every call this rule brings in will then be scored on each goal you select.
To add more rules, select Add Rule again. Once you have more than one, use Set Precedence to put them in order. When a call matches more than one rule, the one at the top wins.
Under Coach, select Email and choose how often reps hear from their coach. Each email opens a one-on-one coaching session built on the rep's latest calls, so they work through their own real moments with their coach.
How you know it worked
After step 8, the page shows your Delivery key and Set Up Rules is available.
Within ~24 hours of a rep's next call in Outreach, the call is listed in that rep's recording library, labeled Real Call so it stands apart from their roleplays, and scored against the rubric of the rule it matched.
Details
What reps see
Matched calls appear in the rep's recording library, labeled Real Call to set them apart from roleplays, and scored on their rule's rubric.
Reps on the same call each get their own copy, scored on their own rule's rubric.
Coaching on your schedule. Reps get a coaching email daily, weekly or biweekly, on the day you choose. It opens a one-on-one coaching session built on their latest calls.
Reps who don't speak on a call aren't coached on it.
What admins see
Calls are private to the rep, admins included, whatever your sharing defaults.
A call the rep shares with the organization appears in the organization's recording library.
How calls are matched to reps
No mapping to set up. Yoodli matches calls to reps automatically by the email addresses on each call, in any capitalization.
Each rep on a call is matched separately, so each can get their own copy, scored on their own rubric.
To be matched, a rep needs a Yoodli account in your organization under their Outreach email, and at least one group.
A call needs a participant email. Outreach leaves it off some calls, and those can't be matched. Upload them to the rep's recording library to get feedback.
How rules pick calls and rubrics
Only calls that match a rule come in. A call that matches no rule is skipped and isn't brought in later. This keeps your reps' libraries to the calls you've chosen to coach on, so unrelated calls never land in Yoodli. To bring in more, add a broad catch-all rule at the bottom of your Set Precedence order.
The top matching rule wins. For each rep, Yoodli uses the highest rule in your Set Precedence order whose conditions all fit (title, duration, participants, groups). A rep with no fitting rule doesn't get the call.
Calls are scored automatically. Each call is scored on its rule's rubric as soon as it arrives, with no manual grading. A rule with no goals brings the call in without goal scores.
Specific rules over a catch-all. Put a narrow rule, like "Call title contains" "demo", above a broad one, like calls over 10 minutes. Demos get the demo rubric. Everything else gets the general one.
Different rubrics for different teams. Add a "Groups" condition, and reps on the same call can be scored on rubrics that fit their roles.
Any one of several conditions. To bring in calls that meet any one of several conditions, make one rule per condition, each with the same rubric.
"Call title contains" takes several words or phrases: type one, press Enter, type the next. A title matches if it includes any one of them, anywhere, in any capitalization. With "demo" and "discovery" entered, "Acme Discovery Call" matches.
"Groups" works the same way: a rep matches if they're in any one of the chosen groups.
Set up rules before calls arrive. A call that arrives before it can be matched isn't brought in later. Rule changes apply to new calls only.
Connection and timing
Calls sync daily. A call can take up to ~24 hours to appear, and is scored as soon as it does.
Outreach tells you if delivery stops. The admin email you add under Email notifications in Outreach gets an email if the export is interrupted.
Older calls don't come over on their own. Only recordings Outreach sends after you connect come in. Upload older ones to your recording library for feedback.
One real call integration at a time. Gong and Outreach Kaia can't both be connected.
Changing things later
Rules: add, edit or reorder them anytime. Changes apply to new calls.
Generate new key: replaces the current key immediately. Enter the new values in Outreach right away, or calls stop arriving.
Disconnect Outreach Kaia: stops new calls. Calls already in Yoodli stay. Confirm by typing DELETE.
Troubleshooting
I don't see Outreach Kaia
Go to Org settings > Advanced Settings > Integrations, then Create an integration > Real call integration. The Integrations item in your organization's menu opens a different page that doesn't list Outreach Kaia.
If Outreach Kaia is greyed out, another real call integration (such as Gong) is connected. Disconnect it first.
If Outreach Kaia isn't listed at all, contact [email protected] to have it turned on for your organization.
I closed the window before copying the secret
Select Generate new key, copy the new values, and enter them in Outreach's Bulk export settings. The old key stops working as soon as the new one is created.
No calls are arriving at all
Wait up to ~24 hours after connecting. Calls sync daily.
Check that the Outreach Kaia page in Yoodli shows a Delivery key.
In Outreach, check that Bulk export is on and every value matches Yoodli's. If you generated a new key, the new values must be entered.
Check the inbox you added under Email notifications in Outreach for an export error.
Check that you have at least one rule under Set Up Rules, and that your reps are in at least one group.
Check that your rules aren't too narrow. A call must meet every condition in a rule to come in.
One rep's calls aren't arriving
The rep's Yoodli email must match the email on their calls in Outreach.
The rep must be a member of your organization and in at least one group.
The call must meet every condition in at least one rule: title, duration, participants and groups.
Some calls from Outreach have no participant email, and those can't be matched to anyone.
A call recorded before I set up rules never arrived
Calls that arrive with no matching rule or rep aren't brought in later. Upload the recording to the rep's recording library to get feedback on it.
I'm an admin and can't see a rep's calls
Calls are private to the rep. Ask the rep to share the call with your organization, and it will appear in the organization's recording library.
A call was scored against the wrong rubric
Check your Set Precedence order. The highest matching rule wins.
If your rules use a "Groups" condition, check which groups the rep is in.
A rep didn't get a coaching email about a call
Check that Email is selected under Coach, and check the schedule.
A rep who didn't speak on the call isn't coached on it.
Still stuck
Contact [email protected] with your organization name, the rep's email, the call's title, and roughly when it was recorded.