# Why Wasn't My Customer Called? (/docs/guides/know-your-numbers/why-wasnt-my-customer-called)
Someone you expected to hear from hasn't been called. Work this list from the
top. It's roughly in order of how often each one turns out to be the answer.
Quick tip before you start: open the customer's profile and find the
**Campaigns** card. If they're in the campaign, their campaign badge shows
their status, and if they were skipped, it tells you why. That alone answers
it most of the time.
Is the campaign live? [#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](/docs/guides/concepts/how-campaigns-run) for the
whole picture.
Were they ever added? [#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](/docs/guides/campaign-toolkit/add-customers-to-a-campaign).
Did the automation match them? [#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](/docs/guides/concepts/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](/docs/guides/concepts/automations-explained).
Were they skipped with "Campaign was not active"? [#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? [#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](/docs/guides/campaign-toolkit/add-customers-to-a-campaign#restarting-people).
Are they missing info the script needs? [#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? [#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](/docs/guides/stay-compliant/tcpa).
Is it just not a legal or open hour yet? [#is-it-just-not-a-legal-or-open-hour-yet]
Calls only go out during your [business hours and
holidays](/docs/guides/answer-every-call/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? [#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? [#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? [#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](/docs/guides/phone-numbers/suppress-unwanted-callers).
Did their journey already end? [#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](/docs/guides/campaign-toolkit/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.
If you've walked the whole list and it still doesn't add up, email
[support@carecycle.ai](mailto:support@carecycle.ai) with the customer and
campaign, and we'll trace it.
When calls start, who gets skipped, and what takes people out.
Add, restart, or stop people yourself.
How triggers and filters decide who gets in.
Quiet hours, location data, and suppression in depth.