---
title: "Proactive Outreach Partner Support Process"
slug: "proactive-outreach-partner-support-process"
updated: 2026-05-07T08:33:35Z
published: 2026-05-21T21:28:57Z
canonical: "help.8x8.com/proactive-outreach-partner-support-process"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Proactive Outreach Partner Support Process

## Objective

Supporting users who report issues with Proactive Outreach.

## Applies To

- Proactive Outreach
- 8x8 Contact Center

## Procedure

1. Perform initial triage to determine if there is an issue.
2. Once established that there is an issue with the service, raise the issue to 8x8 Support.

### Initial Triage

Partners should perform initial triage for omni-campaigns related cases in order to gather as much information as possible before raising the query.

### Details to Collect

- Explanation of issue
- Example mobile numbers affected
- Time/date of message issue
- Reference ID’s where possible
- Connect account name
- Connect sub account ID

### Examples of Possible Issues

- Unable to log in
- Outbound messages not delivered
- Inbound messages not received in contact center