Troubleshooting: Agent Not Picking Up Calls
If your AI agent isn't answering inbound calls, follow these diagnostic steps.
Step 1: Verify Agent is Deployed
- Go to Dashboard → Agents
- Check your agent's status — should show "Deployed" (green)
- If status is "Draft" or "Paused", click to activate it
Step 2: Check Phone Number Connection
- Go to Dashboard → Phone Settings
- Verify the phone number shows as "Active"
- If forwarding, confirm your provider is forwarding to our number
- Test by calling your number — listen for ringing
Step 3: Review Recent Call Logs
- Go to Dashboard → Calls
- Look for "Failed" or "No Answer" status
- Click to see the error code and reason
Common Issues & Fixes
| Error | Cause | Fix |
|---|---|---|
| Agent Unavailable | Agent crashed or paused | Redeploy agent from dashboard |
| Timeout | Phone line issue | Check phone provider, test call manually |
| Failed to Connect | Incorrect forwarding number | Verify phone settings and provider config |
⚠ Critical: If you use call forwarding, make sure your provider is configured correctly. Test by calling and listening for the phone ringing.
Still Not Working?
Contact support with:
- Your phone number
- A failed call ID from Dashboard
- Screenshot of your phone settings
Capture Evidence Before Changing Settings
When a call fails, save the exact call time, caller number, call ID, visible status, and the last successful step you observed. Avoid changing forwarding, agent deployment, and prompt settings all at once; simultaneous changes destroy the evidence needed to isolate the cause.
Compare One Good Call With One Bad Call
If some calls work and others do not, compare a known-good call beside a failed one. Look for differences in time of day, forwarding path, caller network, transfer behavior, and agent status. A consistent difference is much more useful than repeatedly retrying the same failing scenario.
Check the Call Path in Order
Troubleshoot from the outside in. First confirm the customer-facing number actually rings. Next confirm the carrier forwards the call to the expected destination. Then confirm the agent is deployed and bound to the active number. Finally verify the completed call appears in Call Logs. The first missing step tells you which layer to investigate; skipping directly to prompt changes cannot fix a carrier or routing failure.
After the Fix
Repeat the original failing scenario from the same type of caller device and at the same routing condition whenever possible. Then run one normal control call. A fix is only convincing when the failed path works and the previously healthy path still works afterward.