Troubleshooting

Most problems in Vocallie are one of about fifteen things. Find the symptom below.

Calls

Nobody answers when I ring my number

In order of likelihood:

1. The number isn't mapped to an agent. Telephony → Numbers, open the number, check the inbound agent.
2. Bring-your-own number: the carrier isn't pointed at us. Confirm your provider has inbound origination set to the SIP host shown in the panel.
3. Your wallet is empty. Calls stop when the balance can't cover them.
4. Your email isn't verified.
5. Every line is busy. See Plans & limits for your concurrency, and turn on auto-callback.

The wrong agent answers

Smart routing is on for that number and the caller's CRM stage maps somewhere else. Turn dynamic routing off to test with a single agent.

Outbound calls won't place

Calls get cut off early

Check the agent's Call control tab: the maximum call length may be too short, or silence handling too aggressive.

Callers get a busy signal

You're at your concurrent-line limit. Either add lines (an add-on or a plan change), or turn on auto-callback so those callers are captured and rung back.

The agent

It answers but doesn't know anything

Almost always an empty or thin knowledge base. Add the answers to your five most-asked questions and test again.

If your knowledge base isn't empty, check you edited the agent that's actually answering — the one mapped to the number, which may not be the one you had open.

It makes things up

It shouldn't, and a genuinely fabricated fact is worth reporting. But two things look like invention and aren't:

• The instructions contain something untrue. The agent believes what you told it.
• A knowledge item is out of date. Old prices get stated with total confidence.

Tighten the What NOT to do section: "Never quote a price that isn't in the knowledge base — offer to have someone call back instead."

It talks over people, or takes too long to reply

Voice & behaviour → response speed. Faster means it interrupts; slower means it feels sluggish. Adjust in small steps and test by phone, not just in the browser.

It won't book appointments

1. Is booking enabled on that agent? It's the master switch — without it the agent has no booking ability at all.
2. Do your hours, working days and advance window actually produce slots? Use the Preview tab on a resource, or ask the agent for availability in a test call.
3. Is the timezone right?
4. Have you hit your monthly booking cap? Check quotas.
5. Nothing can be booked less than 15 minutes ahead.

My changes didn't take effect

Did you press Save? The editor warns about unsaved changes, but it's still the most common cause. After that, check you're testing the right agent.

Automated calling

The queue isn't dialling

In order:

1. Outside calling hours — and check your workspace timezone.
2. The queue is paused — the header says so.
3. No free lines — automated calls yield to inbound and manual by design.
4. Not due yet — the row shows its next attempt time.
5. Empty wallet — those rows show as failed rather than pending.

A follow-up failed

Open it and read the note: not answered, no phone number, insufficient balance, deadline elapsed, or do-not-call. Each has a different fix — see Follow-ups.

My campaign is crawling

Working as designed. Campaigns are the lowest priority in the queue, behind callbacks and follow-ups, and are capped by your calling hours and free lines. To speed it up, raise your concurrency or widen your calling hours.

An automation never runs

1. The event had no contact attached. Actions target a contact — an inbound call from an unknown number can't have its stage changed. This is the most common cause by a distance.
2. A condition didn't match — especially sentiment or resolution, which are empty if the call wasn't analysed.
3. Your plan doesn't include automations. Rules can be created on any plan; they only run on Professional and above.
4. The rule is switched off.

Data and money

Duplicate contacts

Phone numbers are matched exactly. +14155550123 and 4155550123 create two contacts. Standardise on the full international format everywhere — contacts, imports, and your DNC list.

A CSV import brought in fewer rows than expected

Rows without a phone number are skipped silently. Check the column header is exactly what's expected and that every row has a number.

A feature stopped working mid-month

Check your quotas. Bookings, follow-ups, campaigns, AI analysis and widget chats are all metered monthly, and running out is quiet rather than loud. See Add-ons & quotas.

My number disappeared

An unpaid renewal eventually releases the number. Check the ledger in Billing for a failed renewal. Released numbers generally can't be recovered — keep a buffer in the wallet.

The dashboard shows zeros

Either you have no calls yet, or your role lacks the Calls or Billing permission — the dashboard degrades quietly rather than showing an error. See Team & roles.

Integrations

My webhook isn't receiving anything

1. Check the delivery log on the webhooks page — it names the HTTP status or the error.
2. Does your endpoint return a 2xx? Redirects and anything else count as failures.
3. Is it reachable from the public internet? Private and internal addresses are blocked deliberately.
4. Does it answer within about 8 seconds?
5. Is the webhook enabled, and subscribed to the event you expect?

Signature verification fails

You're almost certainly signing a re-serialised body. Sign the raw request bytes, before any JSON parsing.

API calls return 401

The key is revoked, expired, or mistyped. The error distinguishes expiry from an invalid key. If it's a 403 instead, the key lacks the scope — and scopes can't be added to an existing key, so create a new one.

Still stuck

Have these ready and it'll be resolved much faster:

• The call ID or a link to the call in question.
• What you expected versus what happened.
• When it happened, and whether it's consistent or intermittent.
• Your plan, and whether the feature involved is included in it.