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Integration not triggering

Symptom: You configured a ring notification, CRM, Zapier, or webhook, but it never fires after calls. Root cause: The integration is configured but not connected as a Call Flow action. Fix:
  1. Open the assistant and go to Call Flows.
  2. Scroll to the Actions section.
  3. Click + Connect Action.
  4. Select your integration.
  5. Save.
This two-step process is required for every integration. The configuration in the Integrations tab only creates the connection — Call Flows is what triggers it per call.

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Variables showing as literal text (e.g., {FIRST_NAME} in the call)

Symptom: The agent literally says "" instead of the contact’s name. Cause 1 — Wrong syntax (most common): 
❌ {{FIRST_NAME}}   ← double brace (used by other platforms)
✅ {FIRST_NAME}    ← single brace (PulsyAI format)
Cause 2 — CSV column name mismatch: 
CSV column:    FIRST_NAME
Script var:    {FIRST_NAME}  ✅ Match!

CSV column:    first_name
Script var:    {FIRST_NAME}  ❌ No match (case-sensitive!)
Fix: Check that your script variables use {SINGLE_BRACE} syntax and that the name matches the CSV column header exactly, including case.

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Cal.com booking not working

Symptom: The agent completes the conversation but doesn’t actually create a booking in Cal.com. Check all three requirements:
  1. ✅ Cal.com configured in the Integrations tab with a valid API key
  2. ✅ Cal.com connected as a Call Flow action (+ Connect Action)
  3. ✅ The “Should the agent book a meeting in this step?” checkbox is checked on the booking step
All three must be true. Missing any one of them prevents booking.

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Agent not capturing email/phone accurately

Symptom: Contact info in your CRM or ring notifications has errors (wrong email, transposed numbers). Solution 1 — Adjust latency: Medium (2.5s) latency gives the AI more time to process and transcribe accurately. Low latency trades accuracy for speed. For inbound calls where data capture is critical, use Medium. Solution 2 — Enable SMS confirmation: Configure Confirm User Info in the SMS integration settings. After the call, the system sends the contact a text with a summary of captured data. The contact can reply to correct errors. PulsyAI waits 10 minutes for a correction before pushing data to your CRM. Solution 3 — Improve ring field prompts: Be more specific in the Field description of your ring notification fields: 
❌ Vague:    "Get the email"
✅ Specific: "Extract the customer's complete email address as provided during the call. If unclear, mark as null."

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High hang-up rate on outbound calls

Symptom: Many prospects hang up immediately or within the first few seconds. Fix 1 — Check latency: Switch to Low (1.5s) latency for outbound cold calling. Delays of 2+ seconds cause ~40% of cold call prospects to hang up. Fix 2 — Add an intro message: Upload an MP3 intro message (5–15 seconds of human voice) that plays before the AI picks up. This sets expectations and reduces the shock of an AI voice, improving completion rates by 20–30%. Fix 3 — Review the greeting step: Listen to recordings of dropped calls in Call Logs. Identify exactly where the hang-up happens and rewrite that step.

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Getting support for a specific call

If a call behaved unexpectedly and you need help from PulsyAI support, find and share the Call SID.
  1. Go to Call Logs in the affected assistant.
  2. Find the problematic call.
  3. Click View.
  4. Copy the Call sid value (format: CAcf332bfaba715e783d1583facbaae771).
  5. Share it with support via Discord or email.
With the Call SID, support can pull complete backend logs, analyze AI behavior, inspect integration triggers, and identify the exact error. Without a Call SID, it is very difficult to debug a specific call.

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Quick reference

IssueFirst thing to check
Integration not triggeringIs it connected as a Call Flow action?
Variable shows as literal textCheck {SINGLE} syntax and CSV column name case
Cal.com not bookingAll 3 requirements checked?
Bad data captureLatency too low? SMS confirmation enabled?
High outbound drop-offsLatency set to Low? Intro message added?
Specific call buggedGet the Call SID and share with support