Calls Are Dropping
Calls ending before the conversation completes is one of the more damaging failures, because the caller experiences it as your business hanging up on them. Diagnose in this order.
1. Establish Whether the Caller Hung Up
The most common cause of a short call is a caller who chose to end it. Read the transcript and find the last thing the agent said. If the agent was mid-way through a long greeting or a list of services, the caller very likely gave up.
💡 Tip: A cluster of calls all ending at roughly the same point in the greeting is not a technical fault. It is a greeting problem, and shortening it usually fixes the numbers immediately.
2. Check for a Transfer That Failed
If your agent transfers to a human, a misconfigured transfer number produces exactly this symptom: the call ends abruptly at the transfer point. Verify the transfer number is correct, in the right format, and answered. Place a test call and take the transfer yourself.
3. Look at the Caller's Connection
Calls from mobiles in poor coverage, from vehicles, or from job sites drop for ordinary network reasons. Check whether affected calls share a pattern — same area code, consistently poor audio in the recordings — before assuming a platform issue.
4. Review Agent Looping
An agent that cannot get an answer it needs may keep rephrasing the same question. Callers abandon these calls. In the transcript this looks like the same question three or four times in slightly different words.
Fix this in the prompt: instruct the agent to move on or transfer after two failed attempts at any single question, rather than persisting.
⚠ Note: Looping is worth fixing promptly for two reasons. It loses the lead, and because voice is billed at $0.38 per minute, it costs money to produce a bad experience.
5. Check Billing Status
A lapsed subscription or failed payment can interrupt call handling. If drops began suddenly across all calls with no configuration change, check Dashboard → Billing before anything else.
When to Escalate
Contact support if calls drop consistently at a similar point, across different callers and networks, with no transfer involved and billing in good standing. Provide several affected call IDs — a pattern across specific calls is what makes diagnosis possible.