Troubleshooting & FAQ

Quick fixes for the most common issues, plus answers to questions people ask before going live.

Agents & calls

The agent answers but gives wrong or “I don’t know” answers

It can only answer from its instructions + knowledge. Add the missing fact to Knowledge and re-test — that fixes the vast majority of bad answers. Don’t stuff facts into the prompt; that’s what Knowledge is for.

A caller dials my number but nothing answers (it just rings)

The number isn’t reaching an agent. Check that the number is assigned to an agent on Phone numbers. If you just bought or reassigned it, give it a moment and try again.

The agent talks over me / interrupts

It uses smart turn-taking, but you can always just keep talking — it stops to listen (barge-in). If it consistently jumps in early, your pauses may be long; finish your sentence and it will wait.

Responses feel slow

Make sure the agent is on GPT-4.1 Mini (or Nano for simple agents), keep instructions short, and check the latency waterfall to see if it’s the model or a slow action. See Voices & models.

Does it sound robotic?

No — the Aura-2 voices are natural and most callers can’t tell it’s AI. Pick a voice that fits your brand and listen on a real call.

Booking & actions

The Booking action can’t find times / won’t book

Confirm Cal.com is connected in Integrations, the event type is selected on the action, and that event type actually has availability. Re-connect Cal.com if your API key changed.

My Custom API action fails

The URL must be publicly reachable — Televox blocks internal/private addresses for security. Verify the endpoint works from the public internet and returns clean JSON.

Website widget

The chat bubble doesn’t appear on my site

Almost always the allowed domain doesn’t match exactly (e.g. www. vs not, or http vs https). Make the allowed domain identical to your live site, and confirm the snippet is before </body>.

Outbound

Contacts are stuck on “pending”

Dialing is manual — press Start, then Run now to dial the next batch. Also check the calling window: contacts outside their local-time window are held until it opens. See Outbound.

Imported numbers show as “invalid”

Set the campaign’s default country so numbers without a country code (e.g. 10-digit US numbers) are normalized correctly. The import summary tells you how many were invalid/duplicate/DNC.

A number won’t get dialed at all

It may be on the Do-Not-Call list (never dialed) or formatted in a way we can’t validate. Check the contact’s status and your DNC list.

Recordings & data

A call has no recording

Recording is off by default. Turn it on per agent (Recording); it only applies to calls made after you enable it.

Is my data secure?

Each workspace’s data is fully isolated and protected. See Team & workspaces. For recording and calling rules, see Compliance.

General

What languages are supported?

The voices and STT are tuned for English today.

How fast can I go live?

Usually the same day — create an agent, add a little knowledge, attach a number, and you’re taking calls. Start with the Quickstart.