> ## 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

> Work through the most common Sympana Connector setup and call issues in the right order.

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  <div className="rounded-3xl border border-zinc-800 bg-gradient-to-br from-blue-500/10 via-zinc-950 to-zinc-950 p-8">
    <p className="text-xs uppercase tracking-[0.2em] text-zinc-500">Troubleshooting</p>
    <h1 className="mt-3 text-4xl font-semibold tracking-tight text-white">Check the boring stuff first. It fails the most.</h1>

    <p className="mt-4 max-w-3xl text-zinc-300 text-lg leading-8">
      Use this page to narrow down whether the issue is your provider account, workflow structure, function setup, or timing logic.
    </p>
  </div>
</div>

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Check timezone logic before wait logic">
    If your timing is wrong, make sure Update Lead Timezone runs before Wait Until Calling Window.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## Messaging Issues

<Steps>
  <Step title="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?
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## Support Resources

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

<Columns cols={2}>
  <Card title="Join the Sympana Discord" href="https://discord.gg/QXk7ddhmZQ">
    Get setup help, troubleshooting help, workflow guidance, and community support.
  </Card>

  <Card title="Get the Claude skill" href="/downloads/sympana-connector-claude-skill">
    Download the public Claude skill package and use it alongside the docs when needed.
  </Card>

  <Card title="See pre-built automations" href="https://www.gohighlevel.com/?fp_ref=emanueltermure">
    Access the Sympana pre-built automation offer for faster rollout inside GoHighLevel.
  </Card>

  <Card title="Need implementation help?" href="/implementation-by-sympana">
    Work directly with Sympana if you want done-with-you or done-for-you help.
  </Card>
</Columns>

<Warning>If you still cannot find the issue, [join the Sympana Discord server](https://discord.gg/QXk7ddhmZQ) 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.</Warning>