Troubleshooting
The 10 problems people hit most often, from signing in to a failed storage test, each with its fix and the page that covers it.
Each entry is one symptom, the cause behind it in most cases, and where to go. When the fix is not here, the page linked at the end of the entry has a longer Troubleshooting section.
1. You cannot sign in
The email or password is rejected, or you are asked for a code you do not have.
- Wrong password: use Forgot password on the login page to reset it.
- Asked for a 6-digit code: you enabled two-factor authentication. Open your authenticator app; if you lost it, use one of the backup codes you saved.
- Invited but never signed in: use the link in the invitation email, not the login page.
See Security and 2FA and Members.
2. The microphone never activates in the call test
The Call test starts but the agent hears nothing, or Select microphone is disabled.
The browser blocked the microphone permission. Reload the page, choose Call again and allow the microphone when asked, or open the site permissions in the address bar and set Microphone to Allow. Use Select microphone to switch the input if your machine has several.
3. The agent is silent
The call connects but the agent says nothing.
- Who talks first is set to the caller. Under the agent’s Settings > Conversation, switch it to Agent speaks first and set a First message, then Save.
- The First message is empty while the agent is meant to speak first.
See First message and conversation.
4. The agent answers in the wrong language
The agent’s Language under Settings decides how speech is transcribed and which voices are offered. Change it, pick a voice for that language and save. The display language on your Profile has no effect on agents.
See Languages.
5. A call is not in Call Logs
You made a call and Call Logs does not list it.
- Check the workspace: the switcher at the bottom of the sidebar. Calls belong to the workspace of their agent.
- The Date Range filter is narrower than the call; set it to All Time.
- A Status or Direction filter is active; clear it.
- Give it a few seconds and choose the refresh button; browser test calls appear with WEB as both numbers.
See Call logs.
6. The campaign is not dialing
The campaign is active but Total Calls stays at 0.
- No number assigned: the campaign has no Outbound Phone Number. Add a number under Phone Numbers, then set it on the campaign.
- Out of hours: Call Hours and Days of Week are set and the current time, in the campaign’s Time Zone, is outside them. Wait for the window or widen it.
- The start date is in the future or the end date has passed.
- The audience is empty: the tags and categories match no contact.
See Campaign details and Calling windows and retries.
7. A deployment shows Needs setup
The row on Launch AI Text carries the Needs setup status.
The platform credentials for that channel are missing or failed their test. Open the deployment and complete the credential step for the platform, then use its test. Each channel’s page lists what it needs.
8. A campaign stopped because of insufficient balance
You received the Campaign Stopped email and the campaign is no longer running.
The minute balance reached 0. Under Settings > Billing, choose Add Minutes, or turn on Auto-recharge so it does not happen again. Then resume the campaign from its details page.
See Billing.
9. The share link or embed says the agent is Private
The Share Agent dialog, opened with Share agent in the workspace header, shows Private - Only you can access this agent and no link or embed code.
Switch Agent Visibility on in that dialog. The status turns to Public, and the Direct Link and Embed Code appear in the same dialog; anyone with the link can then reach the agent.
See Embed code and Share link.
10. Test Credentials fails on Add Storage
The storage test in Settings > Storage reports a failure, or the button stays disabled.
- Disabled: a required field is empty. Endpoint URL, Access Key ID, Secret Access Key and Bucket Name are needed to test; Display Name is needed to save.
- Fails: the endpoint is for another region or has a typo; the key pair cannot write to the bucket; the bucket name is wrong; the provider needs the Region Code. Fix one thing at a time and test again.
See Storage.