Fix AI calls blocked by the DNC list

Diagnose and resolve issues when AI outbound calls fail due to Do Not Call list blocks.

When AI outbound calls are not going through, the cause is often a DNC (Do Not Call) list block at one of three levels: the user blocked your number, the carrier blocked the call, or the number is on a DNC list.

Diagnose

1. Check the workflow error

   Add a Note action after the Make AI Call step in your workflow to capture the call result and error message.

2. Review the contact timeline

   Open the contact’s record. The note shows the exact failure reason.

3. Check the internal DNC list

   Go to Phone Numbers in the sidebar and check if the number is on your internal DNC list.

Resolve

Based on the error message:

• “DNC” or “Do Not Call” — the number is on a DNC list. If the contact has given fresh, explicit consent, remove from your internal list, document the consent, and retry.
• “Carrier Rejected” — see the Carrier Rejected guide.
• “Call Failed” with no reason — likely a user-level block. Reach out via SMS or email instead.

If the number is on the National DNC Registry, do not call it unless you have a qualifying existing business relationship.

Set up error logging

In your workflow, add a Note action after every Make AI Call step. Optionally add an If/Else condition to route failures to a notification action so your team knows immediately.

Navigate to Workflows in the sidebar to edit your workflows.