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If your outbound campaign isn’t making calls as expected — stuck in draft, not starting at the scheduled time, or calls failing to go out — this guide walks through the most common causes and how to fix them.

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Campaign Stuck in Draft

Symptoms: Your campaign shows a “Draft” status and no calls are being made, even though you expected it to be active. Solutions:
  1. Publish the campaign. Campaigns start in Draft status after creation and stay there until you explicitly publish them. Draft campaigns never make calls — they’re a safe space to configure and test before going live.
    • Go to Campaigns in the sidebar
    • Find your campaign in the list
    • Trigger the publish action for the campaign
    • The status should change from Draft to Active (or Scheduled if you set a future start time)
  2. Check for missing requirements. A campaign cannot be published if it’s missing key configuration:
    • Assistant — An active assistant must be assigned to the campaign
    • Phone number — The assigned assistant must have a phone number. If the assistant doesn’t have one, you’ll see a warning during the campaign creation wizard
    • Contacts — At least one contact must be selected for the campaign
  3. Check the “Campaign Active” toggle. In Step 4 (Call Settings) of the campaign wizard, there’s an Campaign Active toggle. If this was turned off, the campaign was saved as an inactive draft. You can activate it from the campaign’s three-dot menu on the Campaigns page.

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Campaign Stuck in Scheduled

Symptoms: The campaign shows “Scheduled” status but the scheduled time has passed and no calls are going out. Solutions:
  1. Check the scheduled time. Open the campaign details and verify the scheduled start date and time. Make sure the time zone is what you expect — the schedule uses your account’s time zone.
  2. Verify the campaign is still active. If you paused or deactivated the campaign after scheduling it, it won’t start at the scheduled time. Check the campaign’s status in the three-dot menu.
  3. Look for configuration issues. Even a scheduled campaign won’t start if the underlying configuration is invalid:
    • The assigned assistant may have been deleted or deactivated since the campaign was created
    • The phone number may have been removed from the assistant
    • All selected contacts may have been deleted
  4. Wait a moment. There can be a short delay (up to a few minutes) between the scheduled time and when the first call actually goes out. The system needs to queue and initiate calls.

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Calls Not Going Out

Symptoms: The campaign is in “Active” status but the calls count isn’t increasing, or you see a high number of failed calls. Solutions:
  1. Check the assistant assignment. Go to the campaign details and verify that the assistant is still active and assigned. If the assistant was deactivated or deleted, the campaign can’t make calls.
  2. Check the phone number. The campaign uses the phone number assigned to the assistant. Go to Phone System and verify:
    • The number still exists in your account
    • The number is active
    • The number is assigned to the assistant that’s running the campaign
  3. Review contact phone numbers. Calls can fail if contact phone numbers are invalid. Common issues include:
    • Missing or incomplete phone numbers
    • Incorrectly formatted numbers (missing area code, extra digits)
    • Numbers that have been disconnected
  4. Check your subscription. An active subscription is required for outbound calls. Go to Settings > Billing to confirm your plan is current.
  5. Monitor the success rate. On the Campaigns page, check the Calls column (e.g., “5 / 100”) and the Success Rate percentage. If the success rate is very low, open individual call records in Call Activity to see the failure reasons.

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Contacts Not Being Called

Symptoms: Some contacts in the campaign never receive a call, while others do. Solutions:
  1. Check contact phone numbers. Go to Contacts in the sidebar and find the specific contacts. Verify each one has a valid phone number listed. Contacts without a phone number can’t be called.
  2. Look at the campaign progress. The campaign calls contacts in order and may not have reached all of them yet. Check the Calls column on the Campaigns page to see how many have been completed vs. total.
  3. Check for duplicates. If a contact appears multiple times in your contacts list with the same phone number, the campaign may skip duplicate numbers.
  4. Review failed calls. Go to Call Activity and filter for calls from this campaign. Look at the “Ended Reason” for any failed calls to understand why specific contacts weren’t reached.

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Campaign Showing “Paused”

Symptoms: Your campaign status shows “Paused” and no further calls are being made. Solutions:
  1. Resume the campaign. Someone on your team may have paused it. Open the three-dot menu on the campaign and click Activate to resume calling remaining contacts.
  2. Check if it was paused automatically. In rare cases, a campaign may be paused if there’s an issue with the assistant or phone number. Check that both are still active before resuming.

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Campaign Shows Completed but Not All Contacts Were Called

Symptoms: The campaign status shows “Sent” (completed) but the calls count is less than the total number of contacts. This can happen when:
  • Some contacts had invalid or missing phone numbers
  • Calls to certain contacts failed after multiple attempts
  • Contacts were removed from the list while the campaign was running
How to check:
  1. Open the campaign details page
  2. Compare the Completed and Failed counts against Total Contacts
  3. Go to Call Activity and filter for calls from this campaign to see individual call outcomes

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Testing Before Publishing

Before publishing a campaign to your full contact list, it’s always a good idea to test first:
  1. Go to your draft campaign and run a test call — this calls your own phone number so you can experience the call as your contacts will
  2. Listen to the greeting, check that the assistant follows the campaign goal, and verify the knowledge base is working
  3. Once satisfied, publish the campaign
For a detailed walkthrough, see Testing and Running Campaigns.

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Checklist: Before Publishing a Campaign

Use this checklist to make sure everything is ready:
  • Assistant is active — The assigned assistant is created and active
  • Phone number is assigned — The assistant has a phone number
  • Contacts are selected — At least one contact with a valid phone number
  • Knowledge base is current — The assistant’s knowledge is up to date
  • Test call completed — You’ve tested the campaign with a call to your own phone
  • Schedule is correct — The start time (if scheduled) is set correctly
  • Campaign Active toggle is on — The toggle in Call Settings is turned on

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Next Steps