Troubleshooting

Start with the affected workspace, agent, and time range. Then use the checks below.

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Use a consistent diagnosis

1. Reproduce the issue with the smallest safe test.
2. Confirm whether it affects one item or the whole workspace.
3. Review the last prompt, knowledge, calling, or campaign change.
4. Check the related call record or notification history.
5. Change one setting, retest, and record the result.

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Common issues

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Agent setup problems

If Test Agent says a knowledge base is required, connect a knowledge base from the agent settings. The page offers Open Knowledge Base shortcut. If it says configuration is incomplete, finish the required fields in Speech to Text and Voice & Audio via Open Voice & Audio, which lists missing provider, model, and speech-rate errors. Chat Test specifically requires Conversation and LLM Model; Voice Test requires Transcriber and Voice. For an incorrect answer, compare the transcript with the caller’s actual words. A recognition problem should be addressed in language or speech settings; a factual problem should be corrected in the connected knowledge. Also check temperature (Precise 0.1–0.3 for factual work) and max words (default 100).

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Campaign problems

When a campaign does not start, check its status (draft, scheduled, live, paused), launch date and time, calling hours, selected contacts with valid 7–15 digit numbers, assigned agent, available caller number, and credit balance. Basic plans show This feature is not available… Upgrade now and block campaigns. Confirm that the contact rows selected for launch have valid phone numbers and are within the 50/200/500 file limit. When calls remain unanswered, review retry settings (max attempts, interval hours) and the time zone before increasing attempts. Respect consent, opt-out, and permitted calling-hour rules. Remember a phone number cannot be changed after dialing started for that contact.

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Phone number and billing problems

For an inbound number, review its active and rental status, assigned agent, next charge (rental around 700 credits/month), charge failures in number details, and workspace credit balance. No ExoPhones available means Mumbai inventory is empty; try later. For a payment issue, check Billing → Payment history status (Success, Pending, Failed) and invoice PDF before submitting the same payment again. Do not retry while status is Pending; save the receipt number.

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Narrow the problem

For an incorrect answer, check whether the transcript captured the question correctly. Then confirm that the approved answer exists in the connected knowledge base and that no source conflicts with it. For call issues, separate connection, audio, transcription, response, and transfer failures. Each stage has different settings, so the exact point of failure determines the next check. For intermittent problems, compare successful and failed records from the same date range. Provider, region, time, agent, and contact differences can reveal a pattern.

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Browser checks

Refresh the page, sign in again, and reproduce the issue in a supported current browser. For voice testing, allow microphone access and confirm that the correct input and output devices are selected. Keep browser extensions or network restrictions in mind if only one device is affected.

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Contact support

Include the approximate time and time zone, affected feature, agent or call identifier, expected result, actual result, and a screenshot with private data removed. Also include the steps already tried and whether the problem can be reproduced. This avoids repeating checks and helps support focus on the failing stage.

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Decide: fix, work around, or escalate