Call and Voice Issues

5.2 Call and Voice Issues

This article covers issues specific to voice calls — calls not connecting, calls dropping, dial failures, and voicemail handling problems.

Calls are not connecting — "Dial Failed" error.
A Dial Failed error means the outbound call attempt did not connect. Common causes:

• The contact's phone number is incorrectly formatted — numbers must include the country code

• The contact is on the DNC list and the call was blocked

• Your phone number is not correctly assigned to the assistant

• Your credit balance is zero

Full details and resolution steps are in the Docs under Troubleshooting → Dial Failed.

Inbound calls are not reaching my assistant.
Check the following:

1. Your phone number is assigned to your assistant inside the platform

2. The number is active and not suspended

3. If you are using call forwarding from an existing number, the forwarding rule in GoHighLevel is correctly set up — instructions are in the Docs under Deploy → Inbound Calls and Build → Voice AI → Call Forwarding

Calls are connecting but the assistant is not responding.
This is usually a configuration issue with the assistant's prompt or voice settings. Check the following:

1. Your assistant has a prompt and identity configured

2. Voice settings are enabled on the assistant

3. The assistant is not in test or inactive mode

Calls are dropping mid-conversation.
Call duration limits are configurable inside the platform. If calls are ending earlier than expected, check your call duration settings. Instructions are in the Docs under Build → Voice AI → Call Settings.

The assistant is not detecting voicemail correctly.
Voicemail detection is configurable. If your assistant is leaving messages when it should not, or failing to detect voicemail, check your voicemail handling settings. Instructions are in the Docs under Build → Voice AI → Voicemail Handling.

Call transfers are not working.
Check that your call transfer tool is enabled and configured on the assistant, and that the transfer number is correctly entered. Instructions are in the Docs under Build → Voice AI → Call Transfers.

My outbound campaign is not placing calls.
Check the following:

1. The GoHighLevel workflow triggering the outbound call is active

2. Your assistant is correctly assigned in the workflow action

3. Your credit balance is sufficient

4. The contacts in your list have valid phone numbers with country codes

Instructions for outbound call setup are in the Docs under Deploy → Outbound Calls.