This guide helps diagnose situations where the CloudTalk Dialer tab is missing, the user cannot open it, or campaigns do not appear.
Symptoms
The Dialer tab is missing from the CloudTalk app
No campaigns appear for the user
Only Sequential Dialer appears, but not Parallel
Dialer loads as a blank screen
Dialer worked earlier but disappeared after a plan change
Root Causes and How to Fix Them
⚠️ Your plan does not include CloudTalk Dialer
Dialer availability is based on your subscription plan.
Included automatically in the Expert plan
Available on other plans only when the Dialer add-on is activated
Requires a Parallel Dialer add-on
Trial accounts can use up to five parallel calls, but only when the add-on is active
How to check your plan
You can verify your plan in the Dashboard:
Open the Dashboard.
Go to Account > Billing.
Look at Current plan and services.
Check which plan you are on (for example, Essential, Expert).
The Billing page shows the plan name, but it does not list Dialer add-ons directly.
If you are unsure whether your plan includes Dialer features, see Understanding Pricing Plans: What They Include.
⚠️ The user is not assigned to any Dialer campaign
If the Dialer tab appears but remains empty, the user is likely not assigned to any campaign.
How to check
Open the Dashboard.
Select Dialer, then open Campaigns.
Choose an active campaign.
In the Assign agents or Assign groups section, confirm that the user is listed.
If the user is missing, add them and save.
Ask the user to reload the Dialer tab.
If campaign assignment was missing, campaigns will now appear.
⚠️ Campaigns were created in the legacy system
CloudTalk Dialer displays only campaigns created in the current Dialer module.
Campaigns created in the legacy Dashboard or older admin tools will not appear in the Dialer tab.
Fix
Recreate the campaign by using:
Dashboard > Dialer > Campaigns > Add Campaign
Assign agents again and save the new campaign.
Only campaigns created here will display for Dialer users
For details about how campaigns are created and assigned, see Campaigns & CloudTalk Dialer.
⚠️ The device or operating system is not supported
CloudTalk Dialer requires a supported version of Windows or macOS.
The following systems are no longer supported and will not receive updates:
Windows 7
Windows 8 and 8.1
All 32-bit versions of Windows
macOS 10.13, 10.14, 10.15
On these systems the Dialer may:
appear but never load
show a blank screen
freeze or fail to start sessions
Fix
Use one of the supported systems:
Windows 10
Windows 11
macOS 11 or later
If the device cannot be updated, use the Web Dialer in Google Chrome.
⚠️ The campaign is inactive or contains no eligible contacts
Even if the Dialer feature is active, users might not see campaigns if:
The campaign is paused or inactive
No contacts match the selected tags or CRM lists
All contacts reached the maximum number of attempts
Retry timing places every contact into the future
The campaign was archived or misconfigured
How to check
Open Dialer in the Dashboard.
Select Campaigns.
Open the campaign and review:
Status is set to Active
Contacts appear in the Contacts list
Attempts per contact are not set to zero
Hours between attempts are not excessively high
Adjust the configuration if needed and restart the Dialer session.
⚠️ Parallel Dialer settings are not enabled
Parallel Dialer will not appear if:
The Parallel Dialer add-on is not active
The campaign does not have Parallel Calling enabled
The user is not assigned to that campaign
How to check
Open the campaign in Dialer > Campaigns.
In Basic Settings, find the Parallel Calling section.
Confirm that Parallel Calling is turned on and the number of parallel calls is set.
Ensure that the user is assigned to the campaign.
Only campaigns with Parallel Calling enabled will offer Parallel Dialer features.
⚠️ The Dialer tab is cached incorrectly or the session is stale
Sometimes the Dialer exists and is activated, but the application session has not refreshed correctly.
Fix
Log out of the CloudTalk app.
Close it completely.
Open the app again and log in.
Navigate back to the Dialer tab.
This reloads the user’s feature set and campaign visibility.
When to Contact Support
If the Dialer still does not appear after all checks above, please contact CloudTalk Support and include:
The email address of the affected user
Workspace name
Whether the Dialer tab itself is missing or campaigns are missing
Screenshots of the Account > Billing page
Screenshots of the user’s campaign assignment
The operating system and app version
Whether the Dialer worked at any time in the past