Troubleshooting and FAQ

"Dialpad hasn't reported this call yet"

The call was requested but Dialpad hasn't sent any events about it.

• Check the Dialpad panel on the left of the Dial screen is signed in. Calls can only be placed on a signed-in web, desktop or embedded Dialpad app.
• Check an admin has selected Register webhook in Settings → Integrations. Without it, NitroDialer never hears about ringing or hang-ups.
• If it persists, NitroDialer ends the attempt after the ring limit plus 20 seconds so the agent can save an outcome and move on.

"Dialpad allows 5 calls a minute per agent"

Dialpad limits each user to 5 call starts per minute. This only happens when an agent skips through leads very quickly. NitroDialer waits and dials again automatically. See Connect Dialpad.

"No leads are due right now"

Everything in the queue is waiting for its retry time, is a callback for later, or can't legally be called right now. The screen shows when the next lead becomes due and checks again every 30 seconds. Common causes:

• It's outside legal hours in your leads' time zone (for example, calling California from New York before 11 a.m. Eastern, when your region's hours start at 8 a.m.).
• Every lead already had its 2 attempts today.
• The campaign is owner only and you don't own any due leads — check you're matched to a CRM user.

"This campaign is outside its calling hours"

The campaign's team hours (Campaign → Pacing) don't include now. Team hours use the workspace time zone.

"Dialing is blocked: your do-not-call list upload is too old"

Consumer campaigns need a national do-not-call list upload within your region's limit (31 days in the US and Canada, 28 in the UK, 30 in Australia). Download a fresh copy from the registry and upload it in Settings → Compliance. Business campaigns aren't affected, except in the UK.

A call shows "CRM sync failed"

The note or status update couldn't be written. The reason from the CRM appears under the call in call review. Usual causes:

• The outcome's status value doesn't exist in your CRM's picklist — fix it in Settings → Call outcomes.
• The CRM connection expired or the connecting user lost access — reconnect in Settings → Integrations.
• A validation rule in the CRM blocked the update.

NitroDialer retries each sync up to 5 times before marking it failed.

A CRM list synced but some leads are missing

Records without a valid phone number are skipped; the sync result shows how many. Numbers are read as North American by default — international numbers need a leading + and country code.

Leads keep coming back after they converted

For CRM-list campaigns, make sure the list's filters exclude converted records. When a record leaves the list, NitroDialer removes it from the queue on the next sync (every hour, or Sync now).

Agents can't hear anything

Allow microphone access for the page in the browser's address bar, choose the right headset in the Dialpad panel's settings, and use Chrome or Edge.

Can we use NitroDialer without Dialpad?

Not today. Dialpad places and carries the calls; NitroDialer drives it.

Can we connect more than one CRM?

One CRM per workspace. Switching CRMs disconnects the old one; campaigns built on the old CRM's lists stop syncing until rebuilt.