Troubleshooting

Available for accounts in India.

Find your problem below. Most Voice AI problems come from four things: the agent is off, it is not the default agent, a tool is switched off, or the wallet is empty.

Setup

Voice AI agent shows Upgrade

When you click Create agent, Voice AI agent shows Upgrade and Not in your plan. Your plan does not include Voice AI. Click it, then click Upgrade plan to pick a plan that does. See Buy or change a plan.

The Create an agent box with Voice AI agent marked Upgrade and a note that your plan does not include Voice AI — Voice AI is not in this plan

The agent is off

The agent's page shows Off and This agent is off, so it is not answering calls right now. Click Activate. Test call only works when the agent is on.

A voice agent marked Off with an Activate button and a greyed out Test call button — An agent that is off does not answer calls

The voice is no longer offered

The Persona tab says This voice is no longer offered. Pick a voice from the list and click Save changes.

Test calls

Problem	What to do
Your microphone is blocked for this site	Click the lock icon in the address bar, allow the microphone, and reload the page.
It stays on Connecting	Check your internet connection. Office networks sometimes block calls in the browser. Try another network or browser (Chrome or Edge).
Choppy sound	Use headphones and a steadier network.
The agent answers in the wrong language	Say which language to use in the instructions on the Persona tab.

Real calls

Problem	What to do
Callers hear ringing, but the agent never picks up	Check the agent is Active and marked Default, and that your wallet has money. See Real WhatsApp calls.
Calls go to your team member instead of the agent	The agent is off, your wallet is empty, or the call came outside Working hours.
A transfer rings out	Pick a team member in Forward calls to on the Routing tab, and check their phone number on the Team members page.
The agent ended the call early	Your wallet may have run out. Top up. See Pricing and wallet.

Knowledge base

Problem	What to do
The agent says it will check on every question	Upload your files and wait for Ready. Make sure Knowledge base lookup is on in the Tools tab.
The agent gives old prices	Delete the old file and upload the new one.
A file shows Failed	Read the reason under the status, fix the file and upload it again. For photos, use a clearer picture.

See Knowledge base.

Tools

Problem	What to do
A tool never runs	Turn it on in the Tools tab and click Save tools. Then say in the instructions when to use it, for example "When the caller shares their name and number, always save them as a lead".
A lead is missing from Contacts	Open the call on the Activity tab. A red dot on Captured lead shows why it failed, for example a phone number the agent heard wrong.
The agent cannot transfer	Pick a team member in Forward calls to on the Routing tab.
A custom tool does not work	See Custom tools.

Wallet

Problem	What to do
The wallet runs out faster than expected	Check your rate at the top of the agent's page, and look for long calls on the Activity tab. Ask for shorter replies in the instructions.
Calls end with the wallet empty	Keep enough balance for a busy day, at least 30 minutes of calls.

Still stuck?

Raise a ticket from Support in the left sidebar and tell us the agent's name and the time of the call. See Support tickets. Do not share OTPs or passwords in a ticket.