Troubleshoot Bad Leads or Skipped Calls
Why Numbers Get Skipped
Do Not Call Registry: We cannot dial numbers on the Do Not Call registry, so your dial total will usually be much smaller than your uploaded list. Each blocked number shows up as 'Requested Not to Call' under Campaign Status.
Call Count Tracking Issues
Missing Addresses: If you're not seeing call counts track correctly, this is a common error with leads that have no address. Make sure you are seeing addresses for your leads in the app.
Low Answer Rate Troubleshooting
Expected Answer Rate: The average call answer rate should be about 10%. If your answered call rate is much lower than this, try the steps in the section below. If you still have trouble, reach out to us via email.
When to Contact Support: If your answered call rate is ever lower than 10% on a large sample, contact [email protected] as the phone numbers may need to be refreshed.
Test Call Issues
Test Call Not Going Through: If Gen's test call isn't reaching your phone, try these troubleshooting steps:
Verify if you are on the Do Not Call registry at https://www.donotcall.gov/
For iPhone, go to Settings > Phone > Call Blocking & Identification, then turn off 'Business Call Identification'
Try closing out your web browser and refreshing
Test Call Delays: Test calls can take longer during peak times but should never take longer than 2 minutes to reach your phone number. Contact [email protected] if they do.
Numbers Showing as Spam
Spam/Scam Likely Labels: We periodically retire phone numbers so that our calls don't get flagged as Spam. You may sometimes still see a 'Spam' or 'Scam Likely' notice on test calls. Since Gen uses local numbers to contact prospects, this won't necessarily affect your other calls.