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Troubleshooting: AI Calls Not Firing

If contacts are successfully entering SalesAi but calls are not being triggered, there are several common areas to review. This guide will walk you through the most frequent causes and how to resolve them.

Step 1: Verify the Contact Exists

Before a call can be triggered, the contact must exist within SalesAi.

How to Check

  1. Navigate to Contacts.
  2. Search for the contact you are testing with.
  3. Confirm the contact record exists.

Why This Matters

If the contact was never created in SalesAi, there is no contact available for the workflow to call.

Resolution

Review your integration logs and verify the contact was successfully sent to SalesAi.

Step 2: Verify the Phone Number Format

Invalid phone numbers are one of the most common reasons calls fail to trigger.

Recommended Formats

United States

3172223333

or

+13172223333

International

+61412345678

Common Issues

  • Missing country code
  • Invalid phone number
  • Blank phone number field
  • Extra spaces or special characters
  • Phone number mapped to the wrong field

Resolution

Confirm the phone number being sent to SalesAi is valid and properly formatted.

Step 3: Verify the Workflow Is Active

Calls will only be triggered from workflows that are currently active.

How to Check

  1. Navigate to Workflows.
  2. Locate the workflow associated with the contact.
  3. Verify the workflow status displays Active.

Common Issues

  • Workflow is Paused
  • Workflow is Archived
  • Workflow is still Draft in Progress

Resolution

Activate the workflow and test again.

Step 4: Verify the Contact Is Enrolled in the Correct Workflow

A contact may exist in SalesAi but not be enrolled in the workflow responsible for triggering calls.

How to Check

  1. Open the workflow.
  2. Confirm the contact has been enrolled successfully.
  3. Verify the workflow being triggered is the intended workflow.

Resolution

Correct the enrollment source or workflow assignment and retest.

Step 5: Verify the Agent Has a Phone Number Assigned

Agents must have a phone number assigned in order to place or receive calls.

How to Check

  1. Navigate to My Agents.
  2. Locate the agent associated with the workflow.
  3. Verify a phone number is displayed beneath the agent name.

Common Issue

The agent displays:

No phone number assigned


Resolution

Assign a phone number to the agent and test again.

Step 6: Verify Workflow Concurrency Settings

Workflow concurrency controls how many calls can be placed simultaneously.

How to Check

  1. Navigate to Workflows.
  2. Locate the workflow.
  3. Review the Max Call Concurrency value.

Common Issue

The workflow's concurrency is set to 0.

Resolution

Increase the Max Call Concurrency value and test again.

Step 7: Verify Available Voice Minutes

Accounts that have exhausted their voice minutes may be unable to place outbound calls.

How to Check

  1. Navigate to Settings.
  2. Select Billing.
  3. Review your available voice minutes.

Common Issue

The account has no remaining voice minutes available.

Step 8: Verify Your Webhook Configuration

Contact your account representative or update your billing plan if additional minutes are needed.

Step 8: Verify Your Webhook Configuration

If you are using Zapier, n8n, HubSpot, GoHighLevel, or another integration platform, verify the webhook configuration.

How to Check

  1. Navigate to:
    • Settings
    • Integrations
  2. Locate the Webhooks section.
  3. Click Manage.
  4. Verify the webhook being used by your integration is correct.



Common Issues

  • Incorrect webhook URL
  • Outdated webhook URL
  • Typographical errors
  • Integration pointing to the wrong webhook

Resolution

Update the webhook configuration and retest.

Step 9: Review Your Integration Logs

If everything appears correct inside SalesAi, review the logs within your integration platform.

Zapier

  • Open Task History
  • Verify the webhook action completed successfully

n8n

  • Open Executions
  • Verify the webhook was received successfully

HubSpot

  • Review workflow history
  • Confirm the webhook action completed successfully

GoHighLevel

  • Review automation execution history
  • Verify the webhook action completed successfully

Resolution

Resolve any integration errors before retesting.


Still Need Help?

Please email support@salesai.com with:

  • Workflow name
  • Agent name
  • Contact phone number used for testing
  • Date and time of the test
  • Integration platform being used
  • Screenshot of the workflow configuration
  • Screenshot of the integration configuration
  • Screenshot of any error messages

Providing this information allows our team to identify workflow issues more quickly.