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Organised by what the person tells you, because that is what you get on a ticket. Each entry gives the likely cause, the fix, and when to escalate.
Ask for three things every time: what they saw (a screenshot is best), which lead it happened on, and roughly what time. With those three, almost anything here can be traced.

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📞 Calling

Cause: the rep is Offline.Fix: set to Ready. If it flips straight back, their browser lost its connection — hard refresh, then check their internet.
Cause: the number is unassigned, unverified, or on a retired carrier.Fix: confirm it is assigned to the dialer and is Twilio-backed. Numbers on the old carriers will not dial at all.
Cause: a call ended before connecting. Between batches the dialer pauses briefly to line up the next set, which is normal and does not trigger this.Fix: if the message says “Restarting the list…”, it continues on its own. If it says “Press Start to continue”, they press Start and carry on from where they were.Escalate if: it happens repeatedly to the same rep in one shift, or to several reps at once. Get the times.
Cause: the banner now states it. One of: the rep was genuinely on another call; two leads answered at the same moment; the lead picked up into an empty call; or the cause could not be determined.Fix: all four mean the same action — call the lead back from Callbacks. They are a genuine pickup.Escalate if: the banner repeatedly says the rep was on a call when they were demonstrably idle. Get the rep’s name and the time.
Cause: expected behaviour. If the rep is already on a call, or one is already ringing for them, a second incoming call is not put through — it is passed to an AI agent or voicemail instead of interrupting the live conversation.Fix: none needed. Tell the rep to check Callbacks and voicemail. Previously that second call could take over the live one, so the rep ended up talking to a different person mid-conversation.
Cause: either the message “Waiting for this call’s details before saving that outcome” appeared, or the page is stale.Fix: if they saw that message, wait a moment and press again — the system is matching the outcome to the right call. If there was no message at all, hard refresh (Cmd/Ctrl + Shift + R), confirm the page reloaded, and try again.
Cause: the system is holding a line open because it cannot prove an earlier call finished. It pauses new calls rather than risk overlapping calls.Fix: escalate. This needs someone to check the call records and clear it. Do not tell the rep to restart repeatedly — it will not help and the lines stay held.Give the platform team the rep’s name and the time it started.
Cause: microphone permission or a stale device selection, usually after changing headsets.Fix: Audio Settings, re-select the microphone, allow the browser permission prompt, hard refresh.

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📅 Booking

Cause: that calendar has no user assigned in GoHighLevel. A calendar with nobody on it has no availability to offer.Fix: assign a team member to the calendar in GoHighLevel. Configuration, not a fault.
Cause: GoHighLevel’s answer was unclear. The appointment may or may not exist.Fix: check GoHighLevel directly. If it is there, nothing to do. If it is not, book it again.
Tell the rep not to rebook on their own when they see this. Booking “just in case” is how customers get double-booked.
Cause: the booking did not complete. A booked lead comes off the dial list automatically; a lead still being called was never confirmed.Fix: check what the booking status actually said. If it said Confirmed and they were still called, escalate with the lead’s name and time.
Cause: the rep read the time without the date. Every slot shows both.Fix: move the appointment in GoHighLevel and point the rep at the date in the slot label.
Cause: the disposition name does not match a stage name, or the lead is in a pipeline with no appointment stage.Fix: align the names. Remember AI Sync pipelines and GoHighLevel pipelines are separate — adding a stage in GoHighLevel does not create it here.

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📊 Reporting

Cause: usually reading team totals as personal ones — but some dashboard counts genuinely read higher than they should, connect rate in particular.Fix: Your Talk is that rep alone; Team Talk is everyone on the list. The top strip is today across all lists; the list panel is the selected list only.Treat dashboard figures as trend indicators, not as a record. Call history is the reliable source for what happened on a specific call. Statistics accuracy is actively being worked on — do not promise a client the numbers are exact.
Cause: not a fault. A lead that was not reached can return for another attempt, so the count does not fall by one per call.Fix: explain it. Escalate only if it is completely frozen while calls are clearly being made.
Cause: usually a date range.Fix: History accepts a phone number typed any way. If nothing matches it widens to 90 days and says so. If it is still missing, escalate with the number and the approximate time.

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🎙️ Recordings and transcripts

Cause: delivery into GoHighLevel is enabled per client and is separate from playback inside AI Sync.Fix: confirm with the platform team whether this client is enabled. The rep can still play and download the call from History either way.
Cause: that call was never recorded — usually because it never connected. The column shows ”-”.Fix: none. Previously a Play button appeared and then failed, which looked like a broken recording. Showing ”-” is the honest answer.
Fix: Download beside Play in History saves the file, named for the call. Anyone who can play a recording can download it.
Cause: expected. Automatic transcription on phone audio is imperfect, especially with background noise, accents and crosstalk.Fix: the transcript is an aid, not a record. The recording is the source of truth. Do not promise a specific accuracy level.

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🔐 Access

Cause: a stale browser session.Fix: it returns them to the sign-in page with a message. They sign in again. If it repeats, clear cookies for the site.
Cause: role assignment.Fix: reps see their own; managers see the team. See Roles.

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When to escalate

Send it to the platform team when:

Lines are held

“We cannot confirm that a previous call has ended” — always escalate.

It affects several reps at once

One rep is usually local. Several at the same time is not.

A confirmed booking behaved wrongly

Confirmed should mean it exists and the lead stops being called.

It repeats after a hard refresh

A refresh clears most browser-side problems. If it survives one, it is real.
Include: the rep’s name, the lead, the time, and a screenshot. Without the time it is significantly harder to find.