If your campaign isn't running as expected, most issues can be resolved by checking a few key settings. This guide covers common troubleshooting steps for both SMS and calling campaigns.
| Setting / Check | SMS Campaigns | Calling Campaigns |
|---|---|---|
| Campaign Status | Must be in “Start” state | Must be in “Start” state |
| Contact List | Ensure it contains valid mobile numbers (Mobile_number field) |
Ensure contacts are correct and accessible |
| Campaign Dates | Start and End dates should be valid | Start and End dates should be valid |
| Weekdays Selection | Correct weekdays selected for sending messages | Correct weekdays selected for calls |
| Operational Hours | Start time < Stop time | Start time < Stop time |
| Account Timezone | Set correctly for intended schedule | Set correctly for intended schedule |
| DNC Compliance | Ensure contacts are not on Do Not Call/SMS list | Ensure contacts are not on Do Not Call list |
| Browser/Network Issues | N/A | Check browser/network if calls fail |
Detailed Steps
SMS Campaigns
-
Contact List: Ensure all contacts have valid mobile numbers.
Learn how to create a contact list -
Timezone: Verify your account timezone aligns with your campaign schedule.
Learn about timezones in campaigns
Calling Campaigns
-
Browser & Network: Make sure your browser allows calls and check network settings.
Troubleshooting browser calls
Could not connect to campaign error -
Timezone: Ensure calling occurs in the correct timezone.
Learn about calling based on contact timezones -
DNC Compliance: Check that contacts are not on the Do Not Call/SMS list.
Learn how DNC works in campaigns
If you have questions or need help with getting your campaigns running, our support team is ready to assist. You can submit a request, use the live chat on your dashboard, or email support@callhub.io.
SMS campaigns
- Is the campaign in the Start state?
- Does the contact list include mobile numbers? SMS campaigns use the Mobile_number field of contacts to send SMS messages. Click here for more information on how to import a CSV for SMS campaigns.
- Are the Start and End dates valid (not in the past or future)?
- Are the correct Weekdays selected?
- Are Operational hours set correctly (Start time should be before Stop time)?
- Is your account's timezone set correctly?
Calling Campaigns
- Is the campaign in the Start state?
- Are the Start and End dates valid (not in the past or future)?
- Check that the "Weekdays" selected for the campaign are correct.
- Are Operational hours set correctly (Start time should be before Stop time)?
- Is your account's timezone set correctly?
By reviewing these settings, most campaign issues can be quickly resolved. If everything looks correct and your campaign is still not working, please reach out to support@callhub.io for assistance.
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