We know outages can be disruptive to your business. Below are answers to the most common questions we’ve received regarding the recent downtime and ongoing maintenance.
When I login, I see workflows that are now paused. Can I move these to active?
Yes, you can now resume all paused workflows. Any calls that were supposed to go out during the maintenance period, will move through the workflow as normal once moved to active status.
What happened to calls/workflows that were supposed to go out during the downtime? What happens to contacts in the middle of a workflow?
- Contacts will pick up where they left off.
- Calls that were scheduled to go out will move through the queue.
- Drip sequences and workflow steps will continue as designed once the system is back online.
Will I be charged for calls that went out during the downtime?
Please reach out to your Customer Success Manager (CSM) if you have concerns about charges that may have incurred during the outage.
Will I have access to my data from the outage period?
Yes, if you have calls that went out they will hit your call logs. If you had calls that did not go out, our development team can access that data on the backend. Please reach out to your CSM with any further questions.
How do I restart contacts that were in workflows that did not get called during the maintenance?
You can pause and resume any workflow to restart your workflows. If no changes are made, calls will automatically go out within the business hours defined in your workflows.
What does the timing look like for the other steps in my workflow (calls and drips) to fire?
Workflows will follow the original timing logic based on when the first call goes out.
What happened, why, and what is SalesAi doing to prevent this from happening again?
We are completing a Root Cause Analysis (RCA) that will be shared with customers in the coming days. Our focus is to ensure:
- All calls go out correctly.
- Outcomes are returned accurately.
- You have a platform you can trust.
Will my call outcomes be delayed or inaccurate?
No. Call logs will be populated with accurate outcomes.
Why was the double call feature removed?
We temporarily removed double call to ensure we can scale the feature effectively and deliver the world-class experience our customers expect.
What is affected from data import?
Ensure file uploads are less than 1000kb in size to avoid issues.
Still have questions?
Reach out to your CSM or our support team at support@salesai.com.