Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.sympana.com/llms.txt

Use this file to discover all available pages before exploring further.

Troubleshooting

​
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.

​
Messaging Issues

1

AI not replying to messages

Check in this order:
  1. Is the messaging connection active in Sympana?
  2. Is the GHL workflow published with a Message Received trigger?
  3. Does the contact have the required tags (if using Contact Access allowed tags)?
  4. Is the contact in a handoff/paused state? Check for handoff tags.
  5. Is the Retell/Vapi API key still valid?
  6. Does the selected messaging agent still exist in the provider dashboard?
2

Message Received trigger not firing

  1. Confirm the GHL marketplace trigger subscription exists (re-publish the workflow).
  2. Check that the workflow is published, not in draft.
  3. If using channel filters, verify the inbound message matches the selected channel.
3

Messaging agents not showing in Sympana

  1. Check that you are creating a messaging connection, not a voice connection.
  2. Verify the Retell/Vapi API key is entered and valid.
  3. Refresh the agent list.
4

Handoff not working

  1. Check that handoff keywords are configured on the messaging connection.
  2. Verify the Handoff Requested workflow is published.
  3. Check that the contact does not already have a handoff tag blocking AI.
5

Installation Required error

The sub-account app install, SSO, or token is missing or invalid. Go to the GHL Marketplace and reinstall or reconnect Sympana Connector for that sub-account.

​
Support Resources

Use these links when you need the official Sympana community, product downloads, or the fastest route to the right support surface.

Join the Sympana Discord

Get setup help, troubleshooting help, workflow guidance, and community support.

Get the Claude skill

Download the public Claude skill package and use it alongside the docs when needed.

See pre-built automations

Access the Sympana pre-built automation offer for faster rollout inside GoHighLevel.

Need implementation help?

Work directly with Sympana if you want done-with-you or done-for-you help.
If you still cannot find the issue, join the Sympana Discord server to get the fastest support from someone on the Sympana team and include what you were building, which platform you used, which workflow step failed, and what you already tested.