Common Issues & Solutions

Running into problems? Find solutions to the most common issues below.

Agent Not Answering Calls

Symptoms: Calls ring but the AI agent doesn't pick up.

Possible causes and solutions:

• Agent is inactive — Check that the "Active" toggle is turned on in your agent settings.
• No phone number assigned — Verify a phone number is assigned to the agent.
• Business hours — Check if the current time is within your configured business hours.
• Concurrent call limit reached — Your plan's concurrent call limit may be full. Upgrade or wait for current calls to end.

Poor Voice Quality

Symptoms: Voice sounds robotic, choppy, or unclear.

Solutions:

• This is typically a temporary server issue. Try again in a few minutes.
• Check if the issue occurs on all calls or just some.
• Report persistent quality issues to support with the specific call ID.

Agent Giving Wrong Answers

Symptoms: The AI provides incorrect or irrelevant information.

Solutions:

• Review your knowledge base — is the correct information there?
• Check your agent instructions — are they clear and unambiguous?
• Add specific FAQ pairs for the questions being answered incorrectly.
• Test the knowledge base using the "Test Query" feature.

Calls Dropping

Symptoms: Calls disconnect unexpectedly during conversation.

Solutions:

• Check your call duration limit setting — calls are capped by default.
• Verify your minute balance — calls may end if minutes run out.
• Check transfer configuration — failed transfers can cause drops.

Integration Not Syncing

Symptoms: CRM or calendar integration isn't working.

Solutions:

• Re-authenticate the integration (disconnect and reconnect).
• Check that your API key or OAuth token hasn't expired.
• Verify the integration's required permissions are granted.
• Check the webhook logs for error messages.