Troubleshooting

Common problems and what to check.

A lead isn't being called

Is the agent paused or missing a phone number? Is it outside calling hours? Is the lead cold without a Register check (Blocked), on the do-not-call list, or out of attempts (Unreachable)?

Calls to the number don't reach the agent

Check the number's “A call comes in” webhook in Twilio. See Phone numbers and SIP.

The agent says something wrong

Fix the fact in its playbook or knowledge, or add a rule. Then do a test call to check.

The agent offers a time that's taken

Add the busy time as an event, or connect the calendar it's in. Check the booking rules on its Events tab.

No summary arrived

Check the agent's SMS to and Email to in Settings, and the Providers list for email and SMS.

A connected app stopped working

Its tile shows the last error. Reconnect it; sign-ins can expire or lose access.

It talks over me or answers too soon

Note the call and time and tell us; we tune how it waits for you to finish.

No sound in a test call

Allow the microphone in your browser's site settings, or type instead.