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    Troubleshooting

    Diagnose common setup, knowledge, phone number, channel, billing, and integration issues.

    Troubleshooting

    Use this page when something does not work as expected.

    Start by identifying the product area: agent, phone number, knowledge, channel, billing, integration, or History.

    Why it matters for your business

    • Save money: fix configuration issues before they create missed calls or wrong answers.
    • Work faster: narrow the issue before contacting support.
    • Standardize service: use one troubleshooting path for the team.
    • Delight every Guest: reduce downtime and inconsistent answers.

    Agent does not sound right

    Check:

    1. Inbound calls greeting and prompt.
    2. Agent settings voice and model configuration.
    3. Whether the latest changes were saved.
    4. A browser test call.

    Agent cannot answer a question

    Check:

    1. Whether the answer exists in approved knowledge.
    2. Whether staged content still needs review.
    3. Whether the prompt tells the agent to use knowledge.
    4. Whether the question should be escalated instead.

    Phone number is not working

    Check:

    1. The number status.
    2. Whether it is assigned to the right agent.
    3. Inbound routing.
    4. Outbound routing if placing calls.
    5. Billing/payment readiness.
    6. For imported numbers: provider credentials and any post-import SIP setup (especially Vonage and BYO SIP).

    Cannot find numbers to buy in a country

    Check:

    1. Whether that country has live carrier inventory right now.
    2. Whether Require SMS is on — turn it off if you only need voice (some markets sell voice-only local numbers).
    3. Number type (local vs mobile) when the UI offers a choice.
    4. Regulatory holds that block ordering until documents are approved.

    Import Existing Number fails

    Check:

    1. Owner role in the workspace.
    2. E.164 format (for example +14155550123).
    3. Credentials belong to the account that owns the number.
    4. For Telnyx: use your Telnyx API key, not Voicetta’s purchase account.
    5. For Twilio SMS Enabled: leave SMS off unless Twilio SMS webhooks are supported for your workspace.

    SMS or WhatsApp is not replying

    Check:

    1. Channel connection status.
    2. Automatic replies setting.
    3. Whether the phone number is connected to the channel.
    4. Test message behavior.
    5. History timeline for the Guest.
    6. Whether the number was bought as voice-only (Require SMS was off / no SMS capability).

    Billing blocks setup

    Check:

    1. Payment method status.
    2. Wallet balance.
    3. Auto top-up settings.
    4. Stripe portal or invoices.
    5. Owner permissions.

    When to contact support

    Contact support when:

    • a live number cannot receive calls,
    • billing or payment blocks live service,
    • an integration fails after reconnecting,
    • messages are delivered incorrectly,
    • a knowledge upload stays stuck,
    • you see repeated failures that affect Guests.

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