Why Wasn't My Customer Called?

Is the campaign live?

Check the campaign's Overview tab. Draft and Paused campaigns enroll nothing and dial nothing. Also check the start date, and whether the campaign is at its max concurrent calls (customers queue rather than being skipped).

Is the customer waiting in an agent-first queue?

For an outbound agent-first campaign, open Wallboard > Queue & Callbacks. The campaign row shows how many customers are Awaiting call, how many are currently Calling or In progress, and the oldest wait. Select View customers to open the exact waiting cohort. Customers can remain queued while careCycle waits for an eligible agent, campaign or shared-pool capacity, a compliant calling window, or caller-ID capacity.

Does the campaign have a number to dial from? (Sales, Revenue, agent-first)

Campaigns that dial from their own number pool - Sales, Revenue, and agent-first - cannot place calls without one, and there is no fallback to your Receptionist's number. Open the campaign's Phone Numbers tab: if the pool is empty, every number is switched off, or all of them have hit their daily dial limit for the day, dialing pauses and queued customers wait for capacity. Add or re-enable a number, or raise the rotation limits. (Retention and Receptionist campaigns dial from your Receptionist's number, so this never applies to them.)

Did the automation match them?

Enrollment happens through the campaign's Automations tab. Check that the right automation is Active, its trigger actually fired for this customer (was the policy created after the automation existed?), and its filters match them: a state, policy type, or "not active in campaign" filter quietly excludes people. Automations do not enroll retroactively.

Are required variables missing?

Campaign templates declare the customer data they need. A customer missing a required variable is enrolled as skipped and never dialed. The campaign Overview's outcome breakdown shows these skips and their reasons; fixing the data lets them re-enroll.

Do they have a ZIP code or timezone?

careCycle cannot prove quiet-hours compliance without knowing the customer's local time, so records without a postalCode or timezone are blocked from outbound contact entirely. See TCPA Compliance. This is the single most common data fix.

Is it just not a legal or open hour yet?

Calls due outside 8 AM to 9 PM in the customer's local time, or outside your business hours and holidays, are deferred to the next compliant window. A customer enrolled at 8 PM their time may simply be waiting for tomorrow morning.

Are they suppressed?

Open the customer record and look for the Do Not Call and No SMS Consent flags. STOP replies, carrier blocks, verbal do-not-call requests, and imported suppression flags all set these, and they are one-way doors. A suppressed customer will never be dialed.

Did their Pulse path end?

Current campaign cadence is controlled by the explicit paths, Wait nodes, and Loop nodes in Pulse. Check the customer's latest outcome and follow its branch to confirm whether the workflow exited as configured. Older campaign records can still show Reached the maximum attempts from the historical campaign-level limit, but that limit is not active for current campaigns.