Prompt and tools
A tool isn't used, variables stay empty, changes have no effect or the API tool reports an error.
The agent uses tools such as the calendar, web search, call transfer, knowledge base or your CRM on its own when the prompt and the tool's description suggest it. What it used and when is shown in the call history under Main Logs.
A tool isn't used
| Possible cause | Solution |
|---|---|
| The tool isn't switched on | In the Tools tab, check whether it is listed under Tools. A tool that is only mentioned in the prompt doesn't exist for the agent |
| The agent doesn't know when to use it | Fill in the tool's description: Context for AI for call transfer, When should the search be triggered? for web search, Description (for AI) for the CRM tool. Also say it in the prompt |
| Details the tool needs are missing | With the CRM tool, the agent first asks for all required parameters. Check whether the caller provided them |
| Call transfer in the audio test | There is no phone line in the browser; call transfer can only be tested with a real call |
How to test it: In the test, say exactly the sentence that should trigger the tool, for example "I'd like an appointment on Tuesday". Main Logs should then contain an entry for the tool.
A tool is used at the wrong time
| Possible cause | Solution |
|---|---|
| Two tools have similar descriptions | Separate them clearly, for example "Only transfer emergencies; take a callback request for everything else." |
| The description is too general | Name specific triggers instead of "when needed" |
Variables stay empty
| Possible cause | Solution |
|---|---|
| The name in the placeholder differs | {{Customer_name}} and {{customer_name}} are different variables. Write the name exactly as in the webhook, in context or in the campaign column |
| Spaces or special characters in the placeholder | {{ customer_name }} is never replaced. Write {{customer_name}} |
| The Incoming Webhook didn't deliver the value | Check in Webhook Statistics whether it succeeded, and set a Fallback value |
| For campaigns, the column is missing in the CSV | During upload, the dashboard warns which placeholders have no column |
A placeholder without a value is removed before the call. So the agent never reads out the variable name; the sentence just sounds incomplete.
A change has no effect
| Possible cause | Solution |
|---|---|
| Not saved | Save the change. The audio test saves automatically before it starts |
| The call was already in progress | Changes apply from the next call |
| You edited a different agent | Check under Phone Number which agent is assigned to the number |
| A template overwrote the prompt | Overwrite prompt replaces the existing text. Re-apply your changes afterwards |
The CRM tool reports an error
| Possible cause | Solution |
|---|---|
| Your system doesn't respond with a 2xx status | Check the tool's output in Main Logs and the request in your system's log |
| Timeout | Your system responds more slowly than the timeout. Increase it under Advanced Settings or speed up your system |
| Invalid JSON in the body | Check the Request Body Preview in the tool. Placeholders inside strings go in quotes: "name": "{{name}}" |
| Wrong or missing header | Check the key and spelling in the Headers section |
The caller hears silence while a tool runs
Set a Waiting text, for example "One moment, I'm entering that." The agent says it while the tool is working. With web search, a search takes about two to five seconds.
Further help
Send us the time of the call, the name of the tool and a screenshot from Main Logs, see Report a problem.
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