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Troubleshooting

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Check the boring stuff first. It fails the most.

Use this page to narrow down whether the issue is your provider account, workflow structure, function setup, or timing logic.

1

Confirm your provider account can place real calls

If your Retell or Vapi account is still on a free trial, live calling can fail even when the workflow is set up correctly.
2

Check the lead and the action order

If the workflow runs but no call happens, confirm the lead has a valid phone number and that the correct action is being used in the correct place.
3

Check timezone logic before wait logic

If your timing is wrong, make sure Update Lead Timezone runs before Wait Until Calling Window.
4

Check post-call workflow structure

If the call happens but later data is missing, confirm you are using Call Completed and Fetch Call Analysis in the right order, usually in a separate post-call workflow.
5

Check function setup and prompt instructions

A function can exist in Retell or Vapi and still fail if the name is wrong, the webhook setup is wrong, or the prompt never tells the agent when to use it.
If you still cannot find the issue, contact support at support@sympana.com and include what you were building, which platform you used, which workflow step failed, and what you already tested.