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Troubleshoot: my bot isn't calling or transferring

Fix the most common reasons a SAMI Bot won't call leads or hand calls off to your team.

Open in SAMI OS

When a SAMI Bot goes quiet, it's almost always a setup gap, not a glitch. Work through the checks below in order and your bot will be calling and transferring again.

Confirm the bot is published and ready

A bot only acts on live calls once it's published. A bot still in draft, or one with unresolved blocking issues, stays silent.

  1. Open the bot in the editor

    Go to SAMI Bots and open the bot that isn't working.

  2. Check for blocking issues

    Move to the Review & publish step. SAMI re-validates after every save and lists any blocking issues in a red panel — each one has a Fix arrow that jumps you to the section to repair. Warnings won't stop you, but blockers will.

  3. Publish the latest config

    Once there are no blocking issues, click Publish this bot. Publishing pushes the latest config to your phone numbers so new calls and texts use it right away.

If the Publish button is disabled, you either still have blocking issues to resolve or there are no changes to publish yet. Edits you haven't saved won't reach live calls until you publish.

Make sure the bot can place calls

Two things gate a bot from starting outbound work: an active phone number and, for sales-agent bots, an outbound workflow.

  • Assign an active phone number. Without one, SAMI reports "Assign an active phone number before starting." Manage your numbers in Phone settings.
  • Select an outbound workflow (sales-agent bots only). The Review step shows the selected workflow under Outbound workflow. If it reads "No outbound workflow selected," the bot won't auto-enroll new leads in outreach. Pick one there, or build one in Workflows.
  • Set a trigger routing rule so new leads auto-start the bot. If no rule routes leads to it, nothing kicks off the calls. Review your rules in Settings.

When both are missing, SAMI says "Needs an outbound workflow and active phone number." Clear both and the start action unlocks.

Fix transfers that don't connect

SAMI resolves transfer numbers at dial time, so a call only hands off when someone is actually reachable.

  1. Check transfer behavior

    In the bot's transfer settings, confirm the behavior — assigned agent, simultaneous group, or assigned then group — points at agents who have phone numbers on file.

  2. Verify agent availability

    An agent is only dialed when their availability toggle is on and the current time falls inside their schedule. Have your team confirm both in Members.

  3. Add fallback numbers

    If nobody on the rule is reachable, SAMI rings your fallback numbers. With no fallback set, the transfer simply fails — so add at least one reliable backup number.

Check bulk-enrolled leads

If you used SAMI Start to bulk-enroll, leads are admitted gradually on a drip pace rather than all at once. Open the bot and review its enrollment list: leads still queued are waiting their turn, not stuck. Leads marked failed usually point back to a missing number, an unpublished bot, or a lead with no valid phone — fix the underlying cause and re-enroll them from Contacts.

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Last updated 2026-06-21

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