Common Issues & Solutions

This is the most common issue, and it almost always comes down to one of three things:

1. Check the Agent Status

Navigate to the agent in your agency portal. The agent status should show "Active" with a green indicator. If it shows "Paused" or "Inactive," click to activate it.

2. Check Your Account Balance

AI voice calls cost money (voice synthesis + telephony). If your account balance has hit zero, calls will stop being answered. Go to Billing and check your current balance. If it's depleted:

• Add funds manually, or
• Enable auto-reload so your balance tops up automatically when it drops below a threshold

3. Check the Phone Number

Verify that the phone number is correctly assigned to the agent. Go to the agent's settings and confirm the Twilio number is linked. If the number was recently provisioned, it may take a few minutes to activate.

4. Test with a Call

Call the agent's number from your phone. If you get a Twilio error message (like "the number you have dialed is not in service"), the phone number may have been released or there's a Twilio configuration issue. Contact support.

If callers are frequently hanging up early or the goodbye rate is low, the issue is usually in the agent's configuration, not the technology. Here's how to diagnose and fix it:

Greeting Is Too Long

If the opening greeting is more than 2-3 sentences, callers may lose patience. Keep it short and natural:

• Too long: "Thank you for calling Johnson Family Dental, we are located at 123 Main Street in downtown Springfield and our office hours are Monday through Friday 8 AM to 5 PM and Saturdays 9 AM to 1 PM, my name is Sarah and I'm here to help you with any questions or scheduling needs you may have today."
• Just right: "Thanks for calling Johnson Family Dental, this is Sarah. How can I help you?"

Knowledge Base Is Too Thin

If callers ask questions and the agent can't answer them, frustration builds quickly. Review the call transcripts where callers hung up — look for patterns in unanswered questions. Then add those answers to the FAQs or upload relevant documents to the knowledge base.

Business Hours Not Configured

If the agent doesn't know the business hours, it can't give accurate information about availability. Make sure hours are set in the business profile.

If the AI agent is providing incorrect information to callers, the issue is in the data it has access to:

Check the Business Profile

Go to the agent's configuration and verify all business details are correct — name, address, phone number, hours, services. The agent uses this as its primary source of truth.

Review FAQs

If an FAQ has an outdated or incorrect answer, the agent will confidently give that wrong answer. Audit all FAQ entries and update any that are stale — especially pricing, hours, and service offerings that change over time.

Check for Knowledge Base Conflicts

If you've uploaded multiple documents that contain contradictory information (e.g., an old pricing sheet and a new one), the agent may get confused. Remove outdated documents and ensure all uploaded content is current and consistent.

If your usage charges seem higher than expected, here's how to investigate:

Check Usage by Client

In your agency portal, review the usage breakdown for each client. One client with high call volume can disproportionately impact your costs. Make sure your pricing reflects the actual usage.

Look for Spam Calls

Robocalls and spam calls still ring your AI agent's number, and they consume minutes. Check the call history for very short calls (under 10 seconds) from unknown numbers — these are typically spam. While you can't prevent them entirely, they usually result in minimal charges.

Set a Spending Cap

If you want to control costs, you can set a monthly spending cap per agent. Once the cap is reached, the agent will stop answering calls until the next billing period or until you raise the cap. This is useful for clients on fixed-price plans where you need to limit your exposure.

Review Call Durations

Long calls cost more. If you see calls running 10+ minutes regularly, the agent may be going in circles on topics it doesn't have good answers for. Improve the FAQs and knowledge base to help the agent resolve queries faster.

If a client reports they can't log into their portal, check these items in order:

Was an Invitation Sent?

Clients need to be invited via the platform. In your agency portal, go to the client's profile and check if an invitation email was sent. If not, send one now.

Check the Email on File

The invitation goes to the email address stored in the client's profile. Verify it's correct — typos in email addresses are the most common cause of "I never got my login." Update the email and resend the invitation if needed.

Check Spam/Junk Folder

Ask the client to check their spam or junk folder. Automated emails sometimes get filtered, especially if you're using a new sending domain.

Reset Password

If the client received the invitation but can't log in, they may have set their password incorrectly. Direct them to the "Forgot Password" link on the login page to reset it.

Template variables (like {business_name}, {business_hours}, {business_phone}) are used in greetings and prompts to dynamically insert client-specific information. If they're showing up as raw text instead of being replaced:

Check for Missing Variables

If a template references {business_name} but the client's business profile doesn't have a name filled in, the variable can't be replaced. Go to the client's agent settings and make sure all referenced fields are populated.

Verify Variable Syntax

Variables must use the exact format: curly braces with the field name, no spaces. {business_name} works; { business_name } and {{business_name}} do not.

Manual Fix

If variables aren't resolving and you need a quick fix, simply replace the variable with the actual value in the greeting or prompt text. For example, change "Thanks for calling {business_name}" to "Thanks for calling Sunrise Dental". This loses the dynamic capability but ensures the greeting sounds correct immediately.