UFG Works Rep Guide -> Help

Help

When something looks wrong, find the cause fast and keep moving.

This page is for fast problem resolution. It is intentionally shorter than the rest of the portal.

Quick Diagnosis

Problem Likely Cause What To Do
Call happened but Pipedrive did not move The call was not tagged. Go back to Aircall call history, add the correct tag, and give the system a few minutes.
Click-to-call does not launch cleanly Aircall desktop app is closed, signed out, or not the active call handler. Open Aircall first, confirm audio and login, then retry the call from Pipedrive.
Lead has multiple open call tasks Old queue residue or unclean historical activities. Work the most relevant current activity and flag the duplicate for cleanup if it persists.
Aircall shows the wrong contact label A stale placeholder or shared main-line contact still exists in Aircall. Use the correct number if it is right, then report the mismatch so the Aircall sync or manual fix can clean it up.
No transcript or no AI insights Call settings, processing, or Aircall AI artifacts did not complete. Continue the workflow manually and flag it for ops review if it repeats.
Qualified meeting did not create a deal Tag missing, ambiguous match, or a system exception. Confirm the tag, wait a few minutes, then escalate if no deal appears.

Common Edge Cases

  • Forgot to tag a call
  • Aircall shows an old placeholder name
  • The lead is org-only and you found a real contact
  • The call connected but the next step is unclear
  • The system created a duplicate next step
  • The meeting is booked but the calendar invite is missing

Escalation Path

When to escalate
Escalate after you confirm the problem still exists after the obvious fix on this page.
What to include
Lead title, organization, what happened, what tag you used, and what the system failed to do.
What not to do
Do not invent extra workaround records or fake contacts just to patch over a workflow issue.