The Outreach integration imports Outreach Kaia call and meeting recordings and transcripts into Four/Four. Outreach has no sign-in connection: a Kaia administrator switches on Bulk Export and points it at storage that Four/Four can read, either storage provided by Four/Four (recommended) or your own Amazon S3 bucket. The integration is read-only and writes nothing back to Outreach.

How the import works

Four/Four checks the storage location every hour and imports each new export, including the recording, transcript, title and direction (calls with a direction are treated as phone calls; the rest as online meetings). Kaia delivers exports every 24 hours, so a meeting can take up to a day to appear. When you first connect, Four/Four imports recent exports (roughly the last 90 days) and then keeps importing new ones. If a CRM such as Salesforce or HubSpot is connected, conversations are linked to its accounts, contacts and opportunities.

You need an Outreach administrator who can open Administration > Tools > Kaia. For your own bucket you also need permission to create an IAM role in AWS.

Set up with Four/Four provided storage (recommended)

In Four/Four, go to Settings > Connections.
Under Call recording, find Outreach and click Connect. If you see "The storage location for your Outreach content is being created", close the window and try again in a few minutes.
In the Connecting Outreach window, leave Source set to Four/Four provided storage. The window shows the details you need for Outreach, with a copy button next to each.
In Outreach, an administrator goes to Administration > Tools > Kaia and toggles Bulk Export on.
Select Azure Blob as the Service.
Enter the Storage Account Name shown in Four/Four.
Enter the Storage Account Key shown in Four/Four.
Choose the export option Recording and transcripts.
Enter the Location Default Path: outreach
Back in Four/Four, click Connect. You see "Outreach has been connected." and the card shows Syncing... and then Connected.

Set up with your own S3 bucket

Set up Kaia Bulk Export in Outreach to deliver to your S3 bucket, with the export option Recording and transcripts.
Create an IAM role in AWS that lets Four/Four read the bucket (see "Give Four/Four access to your S3 bucket" below) and copy its Role ARN.
In Four/Four, go to Settings > Connections, find Outreach under Call recording and click Connect.
Set Source to Customer provided S3 bucket.
Enter the Role ARN, the Bucket path (for example s3://mybucket/path) and the Bucket region.
Click Connect. Four/Four checks it can access the bucket. If you see "The credentials you provided are invalid. Please check and try again.", re-check the role, trust policy, bucket path and region.

Give Four/Four access to your S3 bucket

If you're already using an S3 bucket to receive your Outreach content, you can give Four/Four access by following this process.

Log in to your AWS Console and go to IAM Roles.
Click "Create role."
Select "Another AWS account" as the trusted entity.
Enter our AWS account ID 886149543965
Click Next to proceed.
Click "Create policy" to open a new tab for the policy editor.

Select the JSON tab and paste in the following policy, replacing YOUR_BUCKET_NAME with your S3 bucket name:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "s3:ListBucket"
      ],
      "Resource": "arn:aws:s3:::YOUR_BUCKET_NAME"
    },
    {
      "Effect": "Allow",
      "Action": [
        "s3:GetObject"
      ],
      "Resource": "arn:aws:s3:::YOUR_BUCKET_NAME/*"
    }
  ]
}

Click Next, then name your policy (e.g. FourFourOutreachPolicy), and click Create policy.
Go back to your role creation tab. Refresh the permissions list and search for your new policy name.
Attach the policy to the role. Click Next.
Enter a name for the role (for example: FourFourOutreachAccess).
Click "Create Role"

Now that your role has been created AWS will provide you the "Role ARN". Copy and paste this value into the Outreach configuration in Four/Four.

Troubleshooting

Syncing... for a long time. Four/Four is waiting for the first export. Kaia delivers every 24 hours, so allow up to a day after setting up Bulk Export.
Nothing is arriving. Check that Bulk Export is on in Outreach, the export option is Recording and transcripts, and, for Four/Four storage, that the Storage Account Name, Key and Default Path outreach were entered exactly as shown.
Credentials invalid (S3). Check the Role ARN, that the role trusts the AWS account ID above, that the policy allows listing and reading the bucket, and that the path and region are correct.
Not connected. Outreach has not been set up or was disconnected.

To disconnect, click Disconnect on the Outreach card.

Permissions

Connecting and disconnecting Outreach in Four/Four needs the Manage connections permission. Without it, you cannot connect or disconnect the integration.