Troubleshooting

Frequently Asked Questions

Will it call people as soon as I install it?

No. Calls are placed only when your agency has turned dialing on, which is off by default. Before that, Voice Outreach prepares and checks briefs, and approving one is recorded without a call being placed.

Does a person approve every call?

By default, yes. Each brief waits for approval. Your administrator can switch this off in the Operator Console under Outreach. The checks, the dialing switch, and the audit record still apply. While separation of duties applies to voice calls, a call queued by a person still needs a different person to approve it.

Can I start a call from the app?

No. The app has no button for it. Ask your administrator to queue a call.

Why can't I approve a call?

Either your role is not administrator or marketing operator, or you queued the call yourself and separation of duties applies. Ask a colleague to approve it.

Where do call results go?

To the call's page on the Voice Calls screen. They are not copied to HubSpot.

Does it send Slack messages?

No. Check the Voice Calls screen.

What are the other settings for?

Some settings in the Operator Console are saved but do not currently change how Voice Outreach behaves: Max Attempts Per Contact, On Voicemail, Escalation Phone, and the optional call types Dormant Re-Engagement, Data Verification, Inbound VoiceAgent, Internal Escalation, Meeting Confirmation, and Speed To Lead. See Outreach.

Common Issues

I Approved a Brief and Nothing Happened

1. Read the button. Approved, Dialing Is Off means dialing is off, so no call was placed. The brief stays listed.
2. Approved, Dials In Calling Hours means the call will be placed when your calling window opens.
3. Not Placed, Sent For Review means a check now fails. Open the call and read Pre-Call Checks.
4. Ask your administrator whether dialing is turned on.

A Call Is in Needs Review

1. Open the call.
2. In Compliance, look for findings. A brief that still failed after rewrites is not dialed.
3. In Pre-Call Checks, look for a Fail: no voice agent template for the goal, no valid phone number, a Do Not Call match, or a missing caller identity or AI disclosure.
4. Tell your administrator what you found.

A Call Shows Failed Before It Was Dialed

1. Open the call from Active Calls or Recent Calls.
2. Compliance shows no decision when the brief could not be written or the compliance review hit an error.
3. Tell your administrator. The call is not retried on its own.

Nothing Is Waiting for Approval

1. Check In Queue and Active Calls. A call may still be being prepared.
2. If both are empty, no call has been queued. The app cannot start one, so ask your administrator.

A Call Was Flagged After It Finished

The automatic audit of the transcript found something off-script or risky. Read the transcript and the outcome before any follow-up.

The Outcome Is Missing

Results are collected every couple of minutes after a call ends. Wait a few minutes and refresh. Calls with no transcript show a disposition such as no answer or voicemail, with no summary.