Troubleshooting
The most common problems with agents, numbers, appointments, notifications, integrations and billing, sorted by topic, with cause and solution.
Something isn't working as expected? You can solve most problems yourself in a few minutes. Choose the matching topic. Each page lists typical symptoms, their causes, the solution and how to test it.
Check first
Three checks solve a large share of all cases, whatever the topic:
| Check | Where |
|---|---|
| Is your account active? Is there a notice such as Unpaid invoice or Included minutes used up at the top of the dashboard? | any page in the dashboard |
| Is an agent assigned to the number? | Phone Number, column Agent |
| What do Transcript, Logs and Main Logs show for the affected call? | Transcriptions › open the call |
Topics
Report a problemWhich details we need to help you quickly.Agent behaviourToo long, makes things up, wrong language, doesn't hang up.Prompt and toolsTool isn't used, variables stay empty, prompt has no effect.Call forwardingCodes are rejected, calls end up on voicemail.Phone numbersNumber unreachable, purchase or import fails.SIPStatus stays pending, no audio, outbound blocked.AppointmentsAgent doesn't book, wrong times, no confirmation.Cal.com connectionCheck API key, event type ID and time zone.Knowledge baseUpload fails, agent doesn't find the answer.Opening hoursComing soonMaintain company details and opening hours in one place.EmailEmail doesn't arrive or fields are empty.SMSSMS isn't delivered or is too long.Integrationsn8n, Make or Zapier receive no data.WebhooksIncoming Webhook doesn't respond, values are missing in the call.API keys401, 429 or lost key.Outbound calls and campaignsCall doesn't start, campaign paused.Call historyCall missing, transcript empty, duration differs.Subscription and billingAccount paused, payment failed, finding an invoice.Partner account and partner accessCustomer account not visible, switching to the customer account doesn't work.
No solution found?
Write to us at support@bhomy.ai. What belongs in the message is described under Report a problem. With time-limited support access, our team can look directly at your configuration.
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