Why Wasn't My Customer Called?

Is the campaign live?

Check the campaign's Overview tab. Draft and Paused campaigns don't call anyone. Also check:

• The end date. Once it passes, the campaign is marked Completed and stops contacting people.
• Completed, Archived, or Cancelled. These are permanent. Nobody in the campaign gets called again.
• Max concurrent calls. If the campaign is at its limit, people wait their turn. They aren't skipped.
• Billing. To activate, your account needs to be in good standing with a balance.

See How Campaigns Run for the whole picture.

Were they ever added?

A campaign only calls people who are enrolled in it. If they're not on the customer's Campaigns card, nothing added them. Either an automation didn't match (next step), or nobody added them by hand. To add them yourself, see Add Customers to a Campaign.

Did the automation match them?

Open the campaign's Configuration > Enrollment Automations editor and check that the right automation is Active, its trigger actually fired for this person, and its filters match them. A state, policy type, or "not active in" campaign filter quietly leaves people out. The usual gotchas:

• Date automations don't catch up. Automations based on a date (X days after enrollment, a birthday, a day of the year) check once a night, and again for a single person on the day they come in as a new lead. They only add people whose date lands on the day they check. If someone's date passed before the automation existed or was turned on, they're not going to get picked up later. Add them by hand.
• Draft and Paused campaigns still collect people. An enabled automation can add people to a campaign that's still Draft or Paused. Nobody is called until you turn the campaign on, so check the campaign's status, not just the automation's. See How Campaigns Run for what happens to them when you do.
• Status changes only fire on a change. A Policy Status Changed trigger fires when an existing policy moves from one status to another. It doesn't fire for a brand-new policy that shows up already in that status. So if you import someone whose policy is already Future Cancel, a "changed to Future Cancel" automation won't catch them. Add them by hand, or use a Policy Created automation for new policies.
• Automations don't go back in time. They only catch things that happen after the automation is turned on. Your existing book doesn't get added just because you created one.

More on triggers in Automations Explained.

Were they skipped with "Campaign was not active"?

Automations and imports line up the person's first call or text right away. If the campaign is still a Draft when that step comes due, it's dropped and they're marked Skipped with "Campaign was not active." Turning the campaign on later doesn't bring them back.

This one bites people a lot, because templates come with their automations switched on even though the campaign starts as a Draft. Fix it by restarting them: on the Customers page, select them and click Restart. Next time, finish setup and activate quickly, or switch the automation off until you're ready, and only import into a campaign that's already on.

(People you add by hand from the Customers page or a profile are fine. They just wait in a Draft campaign until you turn it on.)

Did they already finish the campaign?

Each person can be in a campaign once at a time, and once they've finished it, its automations won't add them again. Imports won't restart them either. If you want them to go through again, use Restart from the Customers page or their profile. See Restarting people.

Are they missing info the script needs?

If the script uses a field (like their carrier or effective date) and it's empty, they're skipped instead of getting an awkward call. The campaign's Overview tab lists these fields under Required variables, and the Skipped count shows the reasons with View customers to see exactly who. Fill in the missing info and careCycle picks them up automatically.

You can see what a template needs before you even create it: the template picker shows Required customer data.

Do they have a phone number and a time zone?

We skip anyone with no valid phone number. We also need to know what time it is for them, so they need a time zone, ZIP code, or state on file. Without that we can't prove we're calling at a legal hour, so they're skipped. This is the most common data fix. See TCPA Compliance.

Is it just not a legal or open hour yet?

Calls only go out during your business hours and holidays AND 8 AM to 9 PM in the customer's time zone. Anything due outside that waits for the next window. Someone added at 8 PM their time is probably just waiting for tomorrow morning.

Is the customer waiting in an Agent Queue queue?

For an outbound Agent Queue campaign, go to Calls, pick Overview, and open the Queues & Callbacks tab. (It used to live on the Wallboard.) Each campaign row shows how many people are Waiting, how many are Calling, and the Oldest wait. Click View customers to see exactly who's waiting. People can sit in the queue while careCycle waits for an available agent, campaign capacity, a legal calling window, or a free number to call from.

You need organization call reporting access to see this tab.

Does the campaign have a number to call from?

By default, each campaign calls from its own pool of numbers on its Configuration > Calling numbers section. If that pool is empty, every number is switched off, or they've all hit their daily limit, calling pauses and people wait. There's no automatic fallback to your main number. Add or switch on a number, or raise the limits.

If the campaign has Main number turned on, it calls from your main number instead, and this doesn't apply. Same for the Receptionist, which always uses your main number.

Are they suppressed?

Open the customer's profile and check for Do Not Call and Do Not SMS. STOP replies, do-not-call requests, and imported flags all set these, and a Do Not Call customer won't be called.

Also check your org-wide list at Settings > Organization > Phone Suppressions. Adding a number there cancels that person's active outbound campaigns, and taking it off doesn't restart anything. Some call outcomes can add numbers to that list automatically, too. See Suppress Unwanted Callers.

Did their journey already end?

A few things end someone's journey early, on purpose:

• They booked, got transferred, or the AI logged an inquiry. That ends the journey right away.
• They booked an appointment anywhere. That ends all of their active campaigns, not just this one.
• Their Pulse path hit an Exit. Check their latest outcome and follow it through your Pulse to see where it went.
• An exit automation removed them, like a policy going back to Active.
• Someone set their status by hand to Cancelled, Completed, or Failed.

Older records can still show Reached the maximum attempts from an old campaign-wide limit. That limit isn't used for current campaigns.