Troubleshooting

What to check when a call didn't go as expected — no dial, silent agent, failed transfer, missing recording.

Most issues fall into one of the categories below. Work through the first check for each; if that doesn’t resolve it, escalate to your admin or contact support with the call’s lead ID.

The call never dialled

Open the lead in the dashboard and check the status.

• Status: BACKLOG, but the call was pushed hours ago. Check calling hours on the template — the scheduler only dials within the configured window. Also check per-number rate limits.
• Status: FAILED. Look at the reason. Most common: the destination failed a pre-check (on a DND list, on the blacklist, or a custom gate returned “skip”).
• Status: CANCELLED. Someone cancelled the lead, or the merchant account is suspended.

The agent didn’t say anything

The lead completed but the recording is silent or the transcript is empty.

• Check the template: does the initial node have a non-empty system prompt? Empty prompts produce silent agents.
• Check voice pipeline settings: if VAD is misconfigured, the agent may hear nothing and say nothing. A developer can verify in traces.
• Recent edits? Templates apply immediately. If someone edited in the last hour, revert and call again.

The agent hung up abruptly

Listen to the recording. Three common patterns:

• The agent said a farewell unexpectedly. Usually a wrong LLM decision triggered by a function transition. Look at the conversation flow — a function is transitioning to the farewell node too eagerly.
• Sudden silence mid-conversation. Often a telephony disconnect (the caller hung up, or the carrier dropped the call). Check the call duration; very short durations are usually disconnects.
• The caller said “stop calling me”. The template should honour this and end gracefully.

Warm transfer didn’t work

• Is Transfer number set on the template? Without it, the transfer function returns an error.
• Did the agent reach for transfer? Look at the transcript. If the agent never offered a transfer, the prompt or the transfer-function description needs tightening.
• Did the target line ring? Check with the receiving side. Busy signals, no-answer, and bad numbers all fail the transfer; the agent resumes the conversation with the caller.

No recording available

• Recordings take 1–2 minutes after the call to process. Wait, then refresh.
• Some deployments disable cloud recording upload. Confirm with your admin.
• For Daily (browser-based) calls, recordings expire after 7 days on Daily; retrieve them sooner.

Analytics show a regression

• Open the analytics view by date range and narrow to the affected template.
• Compare against the previous week. A big delta points at a template edit or a telephony provider issue.
• Look at a handful of failing calls individually — the pattern is usually obvious after two or three.

When to contact support

• Widespread failures affecting a full campaign (not just a few calls).
• Authentication issues (sign-in failing, S2S tokens rejected).
• Any billing or provider-account question.

Include the lead ID (or call SID) of a representative failing call when you reach out. It’s the fastest way for us to trace the issue.