Why a call did not happen
When a lead was not called, the lead's timeline in Leads & Calls says why. Here is what each reason means and the one thing to do.
Outside calling hours
It was before 8 AM or after 8 PM where the lead lives, or outside your own calling hours. What to do: nothing. The call goes out when hours open, in the lead's time zone. See Calling hours.
On your do-not-call list
This person asked not to be contacted. We will not call or text them. What to do: only if they asked in writing to hear from you again, remove them from the do-not-call list.
High-cost area
A small number of remote US areas cost much more to call. Calls there cost an extra $0.10 a minute and get only one retry. The most expensive few are not called at all. What to do: reach those leads another way, such as email.
Wallet empty
Your included minutes are used up and your wallet is empty, so the call was held. What to do: add money. Held leads are called as soon as you do. Turn on auto-refill so it does not happen again. See How billing works.
Consent missing
The lead arrived without proof that they agreed to be called, so the law does not let your agent ring them. What to do: make sure your form has an “I agree to be called…” box and that your tool sends it as consent. See Consent.
Number not reachable
The number is disconnected or wrong. There is no charge. What to do: check it with the lead by email.
Caller paused or trigger link off
A paused caller, or a switched-off trigger link, makes no new calls. What to do: press Go live again on the agent, or tick the consent box on the trigger link.