Troubleshooting
Separate the conversation from the phone route. A browser test checks the agent. A direct call checks the assigned number. A call to your business line checks carrier forwarding too.
Calls do not reach the agent
Section titled “Calls do not reach the agent”- Confirm the assigned number in Phone, especially after replacement.
- Call it directly from another phone.
- Check account status, usage, and call-limit notices, and whether the caller’s number is blocked.
- Look for a service notice at the top of the dashboard. A notice such as “Call notifications are delayed” links to the current incident.
- If the direct call works, review the carrier’s forwarding destination and mode.
- Disable forwarding if customers are reaching a broken route. Retest before enabling it.
See carrier instructions and fallback. Remove any loop that forwards calls back to the original line.
No audio in a browser test
Section titled “No audio in a browser test”Allow microphone access, choose the correct devices, and close other applications using the microphone. Check that neither the tab nor headset is muted. Retry on a current browser and stable connection.
The answer is wrong
Section titled “The answer is wrong”Find the exact answer in the call record. Check instructions and knowledge for missing or conflicting details. Correct the source, save, and repeat the question in a test call. Make quote, booking, and service-area limits explicit.
A transfer fails
Section titled “A transfer fails”Call the destination directly, check its hours and forwarding, and confirm the configured route. Test with a teammate expecting the call. Use message taking while a route is unreliable; see transfers.
A notification is missing
Section titled “A notification is missing”Check whether the call matched the filter. Inspect the delivery log, destination, permissions, and enabled status. Check spam filtering or channel access and send a test. See notifications.
A webhook is rejected
Section titled “A webhook is rejected”Verify the untouched raw body, complete signing secret, and server clock. Accept any matching v1 signature during rotation. Return success for an already accepted delivery ID without repeating its action. See the reference.
A connection is unavailable
Section titled “A connection is unavailable”Check whether it appears in your account, access is limited, or permission renewal is needed. A plan limit does not prove a provider release. See availability.
Still stuck
Section titled “Still stuck”Contact support with what happened, the time and timezone, and the call or delivery ID. Include steps already tried. Never include passwords or secrets.