I’m connecting Retell AI to GoHighLevel via Sympana Connector. Leads are moving through every step of the automation successfully, but the outbound call itself never fires — nothing shows up in my call history at all, no errors either.
All verification steps appear complete on my end (phone number verified, payment method linked). Can someone confirm whether outbound calling is actually enabled on my account, or help identify what’s blocking the call from placing?
This is actively affecting live client campaigns, so I’d appreciate a quick look — happy to share any additional account details needed to speed this up.
@visionsyncllc — “every automation step succeeds but nothing shows in call history” almost always means the call was never created on Retell’s side, rather than a call that failed mid-flight. Two things hide that from you: the connector step can return 2xx to the GHL workflow even when Retell rejected the create-call request, and a rejected request never writes a call record — so GHL looks green and Retell looks empty.
Fastest way to split it:
Pull the raw response body from the Sympana step (not just the status GHL shows). 401 = API key belongs to a different workspace than org_rLAqYqojUSWCYDSU; 402/403 = billing/credit gate; 422 = payload problem (from_number, agent override, or non-E.164 destination).
Confirm the from_number you pass lives in this workspace, has outbound enabled, and isn’t bound only to an inbound agent.
Check the credit/top-up path specifically. There’s a cluster of threads this week where credit purchase or invoice creation is failing (3587, 3584, 3582, 3579) — if the balance never actually funded, outbound gets blocked even though the number and card both look “verified.”
Sanity-test outside the connector: place one outbound from the Retell dashboard to the same destination. Works there = the problem is connector auth/payload. Fails there too = account/billing/coverage, and support has to unblock it.
If you’d rather not burn campaign days on this, I do short paid diagnostics on exactly this failure path — trace connector → Retell request end to end, confirm workspace/key/number/agent binding, and get calls placing again (async or a quick Zoom, US Eastern hours).
Outbound calling is fully enabled on your account (org_rLAqYqojUSWCYDSU, KYC passed, phone numbers provisioned, billing set up). The issue is on the agent-version side.
Looking at our logs, Sympana is sending /v2/create-phone-call with “override_agent_version”: “latest_published” — but neither agent_7c150aeb51838ecca0f6179b56 (Boise) nor agent_73d73fb21f00d6821ab1daf3d2 has a published version yet, so the API returns 404 and no call is ever placed. That’s why nothing appears in call history and Sympana sees no error surfaced back to GHL.
Fix: In the Retell dashboard, open each agent used by the Sympana automation and click Publish. After that, Sympana’s requests will resolve to the published version and the outbound calls will fire.
