Campaign Issues

Quick solutions for common campaign problems and performance optimization tips.

Campaign Won't Start

Phone Number Not Configured

Error: "Your agent does not have a phone number setup"

Solution:

1. Go to your Assistant Settings
2. Configure a phone number (Platform number, SIP, or Caller ID)
3. Save assistant settings
4. Try starting campaign again

Insufficient Balance

Error: "Insufficient balance to start the campaign"

Solution:

1. Check your account balance in billing section
2. Add funds to your account
3. Return to campaign and click start

No Leads to Call

Error: "No leads to call"

Solution:

1. Add leads manually or import from CSV
2. Verify leads have valid phone numbers
3. Check that leads aren't all marked as completed
4. Ensure "Mark complete when no leads" setting matches your needs

No Calls / Messages Being Sent

Outside Allowed Hours / Schedule Windows

Issue: Campaign shows as running but nothing is dialing or sending

Check:

• Current time is inside at least one schedule window (or legacy start/end)
• Overnight windows: if end is earlier than start (e.g. 16:00→02:00), midday is outside the window
• Today is an allowed day
• Campaign timezone matches the schedule you expect

Solution: Adjust schedule windows or wait until the next allowed interval

WhatsApp Campaign Not Sending

Check:

• Sender and template are still approved and owned by your account
• Chat credits / balance are sufficient
• Template variable mapping has values for every lead (blank mapped values block sends)
• You have not hit the user-wide pool of 10 in-flight WhatsApp campaign sends (multiple WhatsApp campaigns share this pool)

Solution: Top up chat credits, fix mapping, or wait for in-flight sends to finish

SMS Campaign Won't Start

SMS campaigns may be temporarily disabled on the platform. If start fails with an unavailable-channel message, use WhatsApp or call campaigns until SMS is re-enabled.

All Leads Called

Issue: Campaign appears idle

Check:

• All primary leads have been attempted maximum times
• Secondary contacts have been tried
• Goal completion status if using goal-based retry

Solution: Add more leads or review retry settings

Call Quality Issues

High Failure Rate

Symptoms: Many calls marked as "Failed"

Common causes:

• Invalid phone numbers in lead list
• Network connectivity issues
• Carrier restrictions

Solutions:

1. Clean lead data: Remove invalid numbers
2. Test single calls: Try calling individual leads manually
3. Check number format: Ensure proper formatting (+1234567890)
4. Contact support: For persistent technical issues

Low Answer Rate

Symptoms: Most calls go to voicemail or unanswered

Optimization:

1. Adjust calling hours: Try different time windows
2. Review retry interval: Space out attempts more
3. Check lead quality: Verify numbers are current
4. Caller ID setup: Ensure professional caller ID display

Retry Logic Problems

Too Many Retries

Issue: Leads complaining about excessive calls

Solutions:

1. Reduce max retries: Lower from 5 to 2-3 attempts
2. Increase retry interval: Space calls 2-4 hours apart
3. Disable voicemail retry: Accept voicemail as contact
4. Review goal variables: Ensure proper completion tracking

Not Enough Retries

Issue: Missing potential contacts with limited attempts

Solutions:

1. Increase max retries: Up to 5 attempts
2. Enable voicemail retry: Continue until human contact
3. Adjust retry interval: Try different times of day
4. Use goal-based retry: For high-value prospects

Goal Completion Issues

Goal Variable Not Working

Issue: Retry until goal completed not functioning

Requirements:

1. Post-call variables must be configured in assistant
2. Boolean variable must exist in post-call schema
3. Variable name must match exactly in campaign settings
4. AI extraction must be working properly

Solution: Test assistant's post-call variable extraction with manual calls

False Goal Completion

Issue: Leads marked complete incorrectly

Debugging:

1. Review call transcripts for AI extraction errors
2. Test variable definitions with sample calls
3. Adjust AI prompt for clearer goal criteria
4. Refine variable descriptions in assistant settings

Performance Optimization

Slow Campaign Progress

Causes:

• Conservative retry intervals
• Limited allowed calling hours
• High failure rate reducing available leads

Solutions:

1. Parallel processing: Create multiple smaller campaigns
2. Optimize timing: Use peak answer hours
3. Clean data: Remove problematic numbers
4. Increase calling window: Extend allowed hours

System Resource Issues

Symptoms: Delayed calls, processing bottlenecks

Solutions:

1. Reduce concurrent campaigns: Limit active campaigns
2. Stagger campaign starts: Don't start multiple campaigns simultaneously
3. Contact support: For platform performance issues

Lead Management Issues

Duplicate Contacts

Issue: Same person called multiple times from different leads

Prevention:

1. Data cleanup: Remove duplicates before import
2. Phone number validation: Check for format variations
3. Lead deduplication: Use tools to identify duplicates

Secondary Contact Confusion

Issue: Unclear which contact was reached

Solution:

1. Clear naming: Use descriptive names for secondary contacts
2. Call notes: Review transcripts to identify who answered
3. Lead organization: Group related contacts properly

Common Error Messages

"Campaign is already in progress"

Solution: Campaign is already running. Pause it first to make changes.

"Campaign is not running"

Solution: Campaign is paused or stopped. Start it to resume calling.

"Assistant timezone not set"

Solution: Configure timezone in assistant settings before creating campaign.

Getting Help

Before Contacting Support

1. Check error messages for specific guidance
2. Review campaign settings for obvious issues
3. Test with single lead to isolate problems
4. Check account status and billing

Information to Provide

• Campaign ID and name
• Error messages received
• Steps taken before issue occurred
• Expected vs actual behavior
• Assistant and phone number configuration