Help and troubleshooting: common questions, call statuses and end reasons, tasks, support tickets, learning center # When something breaks Most “the product is down” reports are a missing attach, a **Draft** campaign, or a trunk with no numbers. Open **Calls** first (**History** / **Scheduled**). Then pick the symptom. [Support](/support/) is when you have a Call ID and the checklist below already failed.  ci-callsExpand ## Which symptom [Section titled “Which symptom”](#which-symptom) Nothing rings, or 503 TURN ONGet a numberNEEDS[Telephony](/telephony/). Test PIN vs a customer DID. One agent per number. Campaigns / API never dial out TURN ONGet outbound workingNEEDS[Outbound](/outbound-calls/). **Draft** never dials. **Try this agent** does not prove outbound. The workflow never ran TURN ONGet a workflow runningNEEDS[Workflows](/workflows/). **Save & go live** + the agent **Business Workflows** toggle. HubSpot / Sheet / Calendar is dead TURN ONGet an integration workingNEEDS[Integrations](/integrations/). Company **Connect** / **Authorize**, then the tool. Google Workspace is on **Connected**. Talks over digits, or hears the number wrong TURN ONSkip Turn + keypadNEEDS[Common questions](/common-issues/common-questions/). [Skip Turn](/agent-configuration/built-in-tools/). [On Key Pressed](/workflows/keyword-pressed/). Busy / the second caller is dropped TURN ONConcurrent slotsNEEDS[Common questions](/common-issues/common-questions/#concurrent-calls). Plan slots **and** trunk channels. Transfer dies TURN ONCall handling TransferNEEDS[Transfer](/telephony/transfer/). Credits, SIP domain, Warm vs Blind. A call says Failed / No answer and I do not know why TURN ONDisconnection reasonNEEDS[Call status and disconnection reasons](/common-issues/call-status-and-end-reasons/). Each reason names what is missing. [Common questions](/common-issues/common-questions/) languagedigitsemailslots [Calls](/common-issues/call-status-and-end-reasons/) statusdisconnection reasonrecordingid [Support](/support/) ticket + Call ID ## Before you file a ticket [Section titled “Before you file a ticket”](#before-you-file-a-ticket) 1. **Calls** - the row exists. Copy the Call ID from the open call. 2. You called *this* agent’s number (or the campaign / API used this agent). 3. The change was saved (**Save** / **Save & go live** / **Review & save**). 4. The matching toggle is on (workflow, tool, outbound plan). ## Next Steps [Section titled “Next Steps”](#next-steps) [Common questions - language, digits, email, concurrent slots.→](/common-issues/common-questions/)[Contact support - after you have a Call ID.→](/support/contact-support/) # Call status and disconnection reasons Every row in **Calls** has two fields that explain what happened: * **Status**: where the call ended up (answered, missed, failed, and so on). * **Disconnection reason** (`endCallReason` in the API, webhooks and the MCP tools): why it ended. Read them together. A **Failed** status says the call never worked. The reason says what is missing: credits, a trunk, channels, a valid number. The tables below give each value, what it means, and what to fix. The **Calls** list shows the reason next to the status only for calls that did not connect. Open the call to see it on every row. The app shows each reason as a label in your language (`no_channels` shows as **Trunk channel limit reached**). The tables below use the code, which is what the API, webhooks and exports send. ## Status [Section titled “Status”](#status) | Label in Calls | API value | Meaning | | ------------------ | -------------------- | ----------------------------------------------------------------------------------------- | | Scheduled | `scheduled` | Outbound call waiting for its time (campaign, callback, API with a time). Not dialed yet. | | Pending | `to_be_processed` | Inbound call just arrived and is being routed to an agent. Should last a second or two. | | Trying | `trying` | Outbound call sent to the carrier, waiting for the far end. | | In progress | `session_progress` | Carrier is playing early media (a ringback tone or an announcement) before an answer. | | Ringing | `ringing` | The far end is ringing. | | Live | `in_call` | Connected and talking now. | | Transferring | `transferring` | A transfer to a person, number or agent is in progress. | | Answered | `answered` | Connected and ended normally. The reason says who hung up. | | Transferred | `transferred` | Handed to another destination. The AI part of the call is over. | | Voicemail | `voice_mail` | Outbound call reached a voicemail greeting. | | No answer | `missed` | Nobody picked up, or the call could not reach an agent. Check the reason. | | Busy | `busy` | The far end was busy or declined (SIP 486 / 603). | | Canceled | `cancelled` | Scheduled call canceled, or the caller hung up before pickup. | | Answered elsewhere | `answered_elsewhere` | Ring group: another phone answered first. Not a failure. | | Failed | `failed` | The call never connected. The reason tells you what is missing. | | Failed | `failed_during_call` | The call connected, then broke. Send the Call ID to [Support](/support/contact-support/). | ## Disconnection reasons [Section titled “Disconnection reasons”](#disconnection-reasons) ### Normal endings [Section titled “Normal endings”](#normal-endings) These are not failures. | Reason | Meaning | | --------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `caller_hungup` | The other party hung up. Shown as **Caller hung up**, tagged **Normal**. The most common reason. | | `user_hungup` | Your team member hung up. The call was put through to their softphone, app or mobile, and they ended it. Shown as **Team member hung up**, tagged **Normal**. | | `callee_hungup` | On a bridged or conference call, the person you connected to hung up. | | `call_transferred` | The call was transferred. | | `transfered_to_`, `transfered_to_agent_`, `transferred to voip connection` | The call was transferred, with the destination in the code. | | `agent_handoff` | The call moved to another AI agent mid-call. The call continues as a new row. | | `answered_elsewhere` | Another phone in the ring group answered first. | | `caller_called_back` | The same caller called back while this call was open. The new call replaces this one. | | Free text such as “goodbye” or “caller confirmed the booking” | The agent ended the call itself with one of its [Hang up](/agent-configuration/end-call/) reasons. The text is the agent’s own reason. | ### Ended by the agent or a limit [Section titled “Ended by the agent or a limit”](#ended-by-the-agent-or-a-limit) | Reason | Meaning | What to do | | --------------------------------------- | -------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | | `call_maximum_time_reached` | The call reached its maximum duration. | Expected for long calls. Ask Support if the limit is too short. | | `maximum_time` | The media session sat idle and was closed. | Nothing, unless you see it often. | | `caller_does_not_speak` | The call connected but the caller never spoke. | Usually a pocket dial or a silent line. | | `caller_unresponsive_after_nudges` | The caller went silent, and the agent hung up after its reminders. | Normal on outbound. Many on inbound can mean an audio problem. Report one Call ID. | | `call_stuck` | The agent stopped making progress (a loop or no reply) and the call was closed. | Report the Call ID. | | `incorect_code` | The caller used up their tries on a code or PIN check. (The code is spelled this way.) | Expected. | | `pending_transfer_confirmation_timeout` | A transfer waited for confirmation and nobody confirmed. | Check who confirms transfers under [Transfer](/telephony/transfer/). | | `transfer_request_false` | The transfer was refused at confirmation. | Expected when the person refuses the transfer. | ### Voicemail and carrier messages (outbound) [Section titled “Voicemail and carrier messages (outbound)”](#voicemail-and-carrier-messages-outbound) The agent recognizes these from what it hears on the line. | Reason | Meaning | | ----------------------- | --------------------------------------------------------------------------- | | `caller_voice_mail` | Voicemail greeting. The status is **Voicemail**. | | `caller_does_not_exist` | “This number is not in use” type message. Remove the number from your list. | | `inbound_calls_blocked` | The line blocks incoming calls (the Greek “φραγή εισερχομένων” message). | ### The call could not be placed or reached [Section titled “The call could not be placed or reached”](#the-call-could-not-be-placed-or-reached) | Reason | Meaning | What to do | | ------------------------------------------------------------------ | ------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------- | | `caller_busy` | Busy (SIP 486). | Retry later. Campaigns retry based on the campaign settings. | | `caller_declined` | Rejected (SIP 603). Shown as **Declined**. | Expected. | | `no_answer`, `ring_timeout`, `no_pickup_after_ringing_max_seconds` | Rang out with no answer. | Raise the ring time under [Outgoing](/outbound-calls/outgoing/) if calls ring out too soon. | | `request_timeout` | The far end did not respond in time (SIP 408). | Retry. If every call gets this, check the trunk. | | `unavailable`, `temporarily_unavailable` | Phone off or unreachable (SIP 480). | Retry later. | | `phone_number_not_found` | Number does not exist or is badly formatted (SIP 404). | Fix the number. Use international format (+30…). | | `forbidden` | The carrier refused the call (SIP 403). | The trunk is not allowed to call that destination, or the caller ID is not yours. Ask your carrier. | | `not_acceptable_here` | Audio format mismatch (SIP 488). | Check the trunk codec. Greek and EU carriers usually want PCMA. See [Your own carrier](/telephony/your-own-carrier/). | | `extension_rejected` | The user’s extension or app rejected the call. | Expected. | | `failed_to_connect` | Other connection failure. | Retry. If it repeats, send Support the Call ID. | ### Something is missing on your side [Section titled “Something is missing on your side”](#something-is-missing-on-your-side) These reasons mean something has to be fixed in your account or at your carrier. | Reason | What is missing | Where to fix it | | ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------- | | `no_seconds_available_in_plan` | Minutes. The plan is out of voice minutes. | [Subscription & Billing](/getting-started/activate-subscription/): top up or upgrade. | | `no_channels_available_in_plan` | Concurrent-call slots. The plan was already on its maximum number of simultaneous calls. | Subscription & Billing. See [concurrent calls](/common-issues/common-questions/#concurrent-calls). | | `no_channels` | Trunk channels. The carrier or trunk was already on its maximum number of simultaneous calls. | Raise the channel count at your carrier and on the trunk. | | `insufficient_balance_in_voip_provider` | Carrier credit. Your carrier account is out of balance. | Top up at your carrier, not in Voice Logica. | | `voip_provider_issue`, `voip_temporary_issue` | The carrier had a problem. | Retry. If it repeats, contact your carrier. | | `voip_phone_service_failed` | The phone line failed to authenticate or register (SIP 403/404). | Check the trunk or line username and password in [Telephony](/telephony/your-own-carrier/). | | `voip_phone_not_exist` | The line used for the call was deleted. | Pick an existing trunk or line on the campaign or API call. | | `no_agent`, `no_agent_id_connected_to_phone` | No agent on the number. | Put an agent on the number: agent → **Channels** → **Telephony**. | | `no_voip_connection_connected_to_phone` | The number is not linked to a trunk or line. | [Telephony](/telephony/). | | `forward_call_to_agent__not_found` | A routing rule or workflow sends calls to an agent that no longer exists. | Fix the rule under Telephony → **Routing**, or the workflow. | | `outside_campaign_schedule` | The campaign tried to dial outside its calling hours. | Expected. The lead gets dialed in the next window. | | `do_not_respond_to_call` | A **Call Start Trigger** workflow told the agent not to answer (for example, a blocked caller). Status is **No answer**. | Expected, if you built that workflow. | | `fax` | A fax machine called. | Nothing. | | `call_cancelled_during_pickup_delay` | The caller hung up during the pickup delay, before the agent answered. | Shorten the pickup delay if this happens often. | | `mobile_busy_forward_user_unavailable`, `mobile_busy_forward_ai_fallback:` | The call was forwarded to a user’s mobile, the user was busy or unavailable, and the AI took the call (or could not). | Check the user’s forwarding setup. | ### Platform side [Section titled “Platform side”](#platform-side) You cannot fix these yourself. Send [Support](/support/contact-support/) the Call ID. | Reason | Meaning | | -------------------------------------- | --------------------------------------------------------------------------------------------------------------------- | | `no_rtp_stream` | No audio arrived for 30 seconds, so the call was closed. | | `no_rtp_service`, `rtp_alloc_failed` | No media server was available for the call. | | `transfer_failed`, `transfer_rejected` | The transfer could not be completed. The caller stays with the agent or is disconnected. Check the destination first. | | `shutdown` | The call was closed during a server restart. | ### Outbound calls that never dialed [Section titled “Outbound calls that never dialed”](#outbound-calls-that-never-dialed) When a scheduled or campaign call is skipped before dialing, the reason is a sentence instead of a code. Examples: “Max retries reached”, “Daily attempt limit reached”, “Insufficient credits”, “Duplicate call”, “Campaign lead already closed”. The sentence says what stopped the call. ## What is not covered here [Section titled “What is not covered here”](#what-is-not-covered-here) * Your agent’s own **Hang up** reasons (for example `call_completed`) are set on [Hang up](/agent-configuration/end-call/). They are stored as the disconnection reason when the agent ends the call. * The agent’s own free-text reasons are shown as written, not translated. ## Next Steps [Section titled “Next Steps”](#next-steps) [When something breaks: the symptom map.→](/common-issues/)[Common questions: language, digits, email, concurrent slots.→](/common-issues/common-questions/)[Contact support: send the Call ID.→](/support/contact-support/) # Common questions Short answers for the cases that are not a whole tab. [When something breaks](/common-issues/) is the symptom map. ## The caller speaks another language [Section titled “The caller speaks another language”](#the-caller-speaks-another-language) **Secondary Languages** on **Voice & Language** lets this agent detect and switch. That is enough when the job and knowledge stay the same. A second agent is for a *different* line (different greeting, knowledge, tools). Most plans have an [agent limit](/getting-started/your-first-agent/). 1. **Voice & Language - Add language** for the switch-in-place path.  common-questions-languagesExpand 2. Or create the English (or Greek) agent if the plan allows. Put it on [Call handling - Transfer](/telephony/transfer/) as type **AI agent**, and tell this agent when to hand off. 3. Or [On Key Pressed](/workflows/keyword-pressed/) then transfer to another AI agent (“For English, press 9”). Keypad settings live on **Call handling - Advanced**. ## The agent hears the phone number wrong [Section titled “The agent hears the phone number wrong”](#the-agent-hears-the-phone-number-wrong) Speech on a phone line drops digits. Do not collect a card or a long ID the same way. 1. [Skip Turn](/agent-configuration/built-in-tools/) on, with a template for a **phone number**.  common-questions-skip-turnExpand 2. Instructions: ask for digits one by one. 3. For a code they must get right - [On Key Pressed](/workflows/keyword-pressed/). ## Email never matches what they said [Section titled “Email never matches what they said”](#email-never-matches-what-they-said) Do not take an address by voice. Look it up and [Send Email](/workflow-nodes/email/) from that field. If you still collect it on the line, add a boolean on [Call results](/agent-configuration/call-results/) so someone can filter **Calls** and fix it from the recording.  common-questions-call-resultsExpand ## Concurrent calls [Section titled “Concurrent calls”](#concurrent-calls) Two limits, the lower one wins: 1. **Subscription & Billing** - concurrent-calls on this plan. 2. The trunk - [Your own carrier](/telephony/your-own-carrier/) must have enough channels. Open **Subscription & Billing** for *this* company rather than copying an old plan table.  common-questions-billingExpand ## The agent talks over them [Section titled “The agent talks over them”](#the-agent-talks-over-them) That is usually [Skip Turn](/agent-configuration/built-in-tools/) off or vague, not a broken phone. **Call handling - Advanced** interruption settings are for barge-in - digits still need Skip Turn. ## Next Steps [Section titled “Next Steps”](#next-steps) [When something breaks.→](/common-issues/)[Skip Turn.→](/agent-configuration/built-in-tools/)[Contact support.→](/support/contact-support/) # Learning Center Sign-up already created your first agent. **Learning Center** is how that agent gets smarter after real calls. Without this inbox, every new question stays “I don’t know,” a guess, or a transfer - even if you already uploaded a handbook. The prompt on **Instructions** is the job brief. A [knowledge base](/learning-center/knowledge-bases/) is the handbook you write in advance. Learning Center is the pile of things the handbook *missed*. You write the line once, save it, and the next caller can get it from the agent. This page walks the setup in order: turn capture on, take a call, review the gap, save it, then prove the next call uses your wording. ## Why setup matters [Section titled “Why setup matters”](#why-setup-matters) Three things have to be true or the agent will not improve: 1. **Settings** is on - otherwise finished calls never create a queue item. 2. Someone **writes and saves** an answer - a row in Unanswered is not knowledge yet. Nothing reaches the agent until you save. 3. The knowledge file you saved into is **turned on for that agent** on [Skills - Knowledge](/agent-configuration/memory/). Saving for **Everyone** writes company knowledge every agent can read. Saving for **Only some agents** writes only the agents you pick. Skip any one of those and the same question fails again tomorrow. ## How the pieces connect [Section titled “How the pieces connect”](#how-the-pieces-connect) | Step | Where | What happens | | ---- | ------------------------------------------------ | --------------------------------------------------------------------------------------- | | 1 | A finished call | The agent could not answer, a human answered after a transfer, or two answers disagree. | | 2 | **Settings** | Those events are recorded *only* if the matching toggle is on. | | 3 | **Unanswered** / **From humans** / **Conflicts** | A card appears for you to review. | | 4 | **Save to knowledge** | Your wording becomes a Q\&A pair. | | 5 | Next call | The agent answers from that pair - callers hear Q\&A, not a raw PDF. | The library you build on purpose (questions, pasted text, crawled pages, files) is the [Knowledge Bases](/learning-center/knowledge-bases/) tab in the same place. This page is the *review* loop. ## Open Learning Center [Section titled “Open Learning Center”](#open-learning-center) In the app sidebar, click **Learning Center**. It opens on **Unanswered**. The page line: **Questions callers asked that your agents could not answer. Write the answer once and every agent learns it.**  lc-unansweredExpand When the queue is empty you see **Nothing to review** and **Nothing waiting**, with guidance to turn on Unanswered questions in Settings and finish a call where the agent does not know the answer. Five tabs sit under the header: UnansweredOPENS HERE gaps from calls From humans after a transfer Conflicts two answers disagree Knowledge Bases the library SettingsDO THIS FIRST what gets captured **Refresh** reloads the queues when counts are stale. Sort with **Most asked** or **Newest**. Filter by **Agent** and **Search questions**. ## Settings first - nothing is captured until you do this [Section titled “Settings first - nothing is captured until you do this”](#settings-first---nothing-is-captured-until-you-do-this) Click **Settings**.  lc-settingsExpand The first card is **What agents bring you to review**. Note on the card: nothing is added to knowledge on its own - these only decide what lands in the queues. Turning a toggle on does **not** invent answers. You still write and save. 1. **Turn on company defaults** These apply to every agent unless you override one below. Questions your agents could not answer Turn this on first. The gap lands in Unanswered so you can fill it. If this is off, Unanswered stays empty - including after real callers. Answers your colleagues give on calls When a call is transferred and a person answers, it lands in From humans. Leave off until you actually transfer. Answers that contradict your knowledge You choose which version agents keep using. Leave off until you have a real handbook to disagree with. 2. **Leave agents on the company setting unless one should capture differently** The second card is **Agents that do their own thing**. Everyone follows the company setting unless you change them here. Each agent row shows **Follows the company setting** (or Custom) with **Company setting** / **Custom**. * **Company setting** - inherits the three toggles above. This is the right default. * **Custom** - three more toggles appear for *that* agent only. **Only the N with their own rules** filters the list to overrides. **Find an agent…** searches by name. The agent’s **Skills - Knowledge** tab can show items waiting in Learning. That banner is a shortcut back to this inbox - not a second settings page. ## First setup - from an empty queue to a live answer [Section titled “First setup - from an empty queue to a live answer”](#first-setup---from-an-empty-queue-to-a-live-answer) Do this once on the onboarding agent before you invent a process. 1. **Settings - Questions your agents could not answer - on** Stay on **Company setting** for the agent. 2. **Give the agent something to hit before “I don’t know”** Open the agent - **Skills - Knowledge** - **+ Add knowledge base**. Name it after the job (**Hours & prices**), not “KB1”. That button creates the base *and* turns it on for this agent. Add questions callers already ask. [Knowledge bases](/learning-center/knowledge-bases/) is create and attach. The two-pane screen is [Open a knowledge base](/learning-center/open-a-base/). **New knowledge base** on the Learning Center **Knowledge Bases** tab does *not* attach it. 3. **Take a real call (or Try this agent)** Ask something that is **not** in those questions. Finish the call. Capture only runs after the call ends. 4. **Open Learning Center - Unanswered** A real card appears with the question, the agent name, how long ago, and often a short context line. **Asked** shows how many times the same gap came up. 5. **Write the answer the way you would say it on the phone** Click **Write answer** (or **Review** if a draft exists). The required field is **Answer the agent should give**. You cannot save until that field has text. 6. **Choose who learns it, then save** Every agent should say this (hours, address, prices) TURN ONEveryoneNEEDSPick the knowledge base under **Save it in**. Default for company facts. Only the sales agent should know this TURN ONOnly some agentsNEEDSPick those agents. Everyone else will still say “I don’t know.” Click **Save to knowledge**. **Not worth saving** dismisses noise. 7. **Prove it** **Try this agent** and ask the same question. Then open **Calls** and listen. ## Unanswered - review what the agent missed [Section titled “Unanswered - review what the agent missed”](#unanswered---review-what-the-agent-missed) This is the daily inbox. When empty: **Nothing to review**. When cards exist, open one to write. ### What a card shows before you open it [Section titled “What a card shows before you open it”](#what-a-card-shows-before-you-open-it) * The question the caller asked * Which agent took the call * How long ago * Optional context * How many times it was asked * **Write answer** / **Review** / **Close** A yellow **Already in knowledge** tag means the agent *should* have found this - approving adds this phrasing to the existing answer. ### Inside an open card [Section titled “Inside an open card”](#inside-an-open-card) Answer the agent should giveREQUIRED Write it the way a receptionist would say it. A draft from past calls may appear as **Draft from past calls** - click it to insert, then edit. Who should learn this **Everyone** (company knowledge) or **Only some agents**. Save it in When Everyone is selected, pick the knowledge base. When Only some agents is selected, pick the agents. Heard on calls Opens those calls in **Calls** so you can hear what was actually said. ### Filters and bulk [Section titled “Filters and bulk”](#filters-and-bulk) * **Search questions** filters the list * **Agent** narrows to one agent * **Most asked** / **Newest** changes the order * **Select all** + **Save all to knowledge** writes every selected card that already has an answer and a destination ## From humans - leftovers after a transfer [Section titled “From humans - leftovers after a transfer”](#from-humans---leftovers-after-a-transfer) Open **From humans**. This queue stays empty until **Answers your colleagues give on calls** is on and a call was actually [transferred](/telephony/transfer/) to a person who answered. Edit the draft before you save. ## Conflicts - two answers, one question [Section titled “Conflicts - two answers, one question”](#conflicts---two-answers-one-question) Open **Conflicts**. Empty until **Answers that contradict your knowledge** is on and you already have Q\&A to disagree with. The handbook is right; the call was wrong or outdated TURN ONWhat agents say todayNEEDSKeeps the existing answer. The call has the new price / new hours TURN ONWhat the call saysNEEDSReplaces what agents say today. Both are partly right TURN ONWrite one answer that covers bothNEEDSCombine them into one line. Then **Save this version**. ## After you save [Section titled “After you save”](#after-you-save) Saving writes a Q\&A pair. It does **not** change the prompt. Leftovers also land on the locked **Agent knowledge** file on that agent’s Knowledge tab. **Try this agent** with the same question. Then **Calls** - play the recording. If the wording is wrong, edit the Q\&A on the knowledge base. ## Troubleshooting [Section titled “Troubleshooting”](#troubleshooting) ## Next Steps [Section titled “Next Steps”](#next-steps) [Knowledge bases - create, attach, first questions.→](/learning-center/knowledge-bases/)[Open a knowledge base - sources on the left, entries on the right.→](/learning-center/open-a-base/)[Add sources - Question, Text, Link, File, Bulk Upload.→](/learning-center/add-sources/)[Knowledge - attach those libraries to *this* agent, plus Call Memory.→](/agent-configuration/memory/)[Transfer - required before **From humans** can fill.→](/telephony/transfer/) # Add sources The [editor](/learning-center/open-a-base/) is two panes: sources on the left, entries on the right. This page is **+ Add** - what to put in after the first questions, and how each kind becomes something the agent can say. Stay on the open knowledge base. Use **+ Add** for each kind. Check the **right** pane before you walk away - callers hear entries, not the raw source. I already know the ask and the exact line TURN ONAdd QuestionNEEDSFastest path. This *is* the Q\&A. I have a policy I can paste TURN ONAdd TextNEEDSPaste, generate, then edit the pairs. A public page should stay in sync TURN ONAdd LinkNEEDShttps only. Crawl, pick pages, Save. The handbook already exists as a file TURN ONAdd FileNEEDSPDF, DOC, DOCX, TXT, or audio. Callers never hear the file. I already have a FAQ spreadsheet TURN ONBulk UploadNEEDSTwo columns: Question, Answer. Preview, then Import. ## Add Question [Section titled “Add Question”](#add-question) Click **+ Add** - **Question** (or **Add Question**).  kb-add-qExpand Write the question the way a caller says it. Write the answer the way you want it spoken. **Protected** locks the pair so a later crawl or Learning Center save cannot overwrite it. Save. The right pane should show the new Manual entry. Repeat for the asks you already know. ## Add Text [Section titled “Add Text”](#add-text) **+ Add** - **Text**. Give it a short name and paste the paragraph. **Generate Q\&A with AI** turns the paste into entries - then edit the wording on the right.  kb-add-textExpand ## Add Link [Section titled “Add Link”](#add-link) **+ Add** - **Link**. On some plans you will see **Upgrade required** instead of the crawl dialog - website scraping is plan-gated. If that happens, paste the page as **Text** or type the Q\&A as **Question**. When Link is available: 1. Paste an **https** address. 2. Click **Crawl**. Wait for pages to index. 3. Tick only the pages you want spoken. 4. **Save**.  kb-add-linkExpand Until the crawl finishes, the source may stay **Not started** and produce no Entries for that URL. ## Add File [Section titled “Add File”](#add-file) **+ Add** - **File**. Documents: PDF, DOC, DOCX, TXT. Audio types may also be allowed. If the card stays at 0 Q\&A, wait, then open the preview - or paste the same content as Text.  kb-add-fileExpand ## Bulk Upload [Section titled “Bulk Upload”](#bulk-upload) **+ Add** - **Bulk Upload**. Two columns: **Question**, **Answer**. Upload a CSV or paste from a sheet. Check Preview, then Import.  kb-bulkExpand ## Troubleshooting [Section titled “Troubleshooting”](#troubleshooting) ## Next Steps [Section titled “Next Steps”](#next-steps) [Open a knowledge base - check Entries after each add.→](/learning-center/open-a-base/)[Knowledge bases - create, attach, prove it.→](/learning-center/knowledge-bases/)[Learning Center - save what live calls missed.→](/learning-center/) # Knowledge bases A knowledge base is the **library** the agent searches during a call - hours, prices, policies, product facts. [Skills - Knowledge](/agent-configuration/memory/) is the **permission**: which of those libraries *this* agent may read. If you skip this page and only write a prompt, you will hit the character cap and the agent will guess. If you build a library here but never attach it on the agent, callers still hear “I don’t know.” Both sides have to be done. This page is create, attach, and the first questions. The two-pane screen is [Open a knowledge base](/learning-center/open-a-base/). Texts, links, and files are [Add sources](/learning-center/add-sources/). ## Open the list [Section titled “Open the list”](#open-the-list) **Learning Center - Knowledge Bases**. The tab line: reference material your agents answer from - questions, pasted text, crawled pages and uploaded documents. Attach them to an agent from its Knowledge tab.  kb-listExpand **+ New knowledge base** creates a row on this list only - it does not attach the base to an agent. **Knowledge question usage** is company-wide (for example **1000 of 1000 questions left** / **In use 0 / 1000**). When it hits zero, new Q\&A is blocked. Delete unused pairs, or use **View subscription** / **Add resources**. Filter by **Language**, **+ Add filter**, and **Search knowledge bases…** ## Two ways to create a base - they are not the same [Section titled “Two ways to create a base - they are not the same”](#two-ways-to-create-a-base---they-are-not-the-same) This agent should start answering from the new library today TURN ONAdd knowledge baseNEEDSOn the **agent** - **Skills - Knowledge** - **+ Add knowledge base**. Creates the base *and* turns it on for that agent. Use this on day one. A shared library I will attach later TURN ONNew knowledge baseNEEDSOn **Learning Center - Knowledge Bases**. Creates the row only. You still open each agent and turn it on. Every agent also has a locked **Agent knowledge** file on its Knowledge tab. That one stays on. Do **not** paste the company handbook into that file. ## First setup - attach a base and prove it on a call [Section titled “First setup - attach a base and prove it on a call”](#first-setup---attach-a-base-and-prove-it-on-a-call) 1. **Create the base from the agent so it attaches** Sidebar - **AI agents** - the onboarding agent - **Skills - Knowledge** - **+ Add knowledge base**. NameREQUIRED Name it after the job, not the file. Example: `Hours & prices`, `Clinic services`, `Returns`. Description Optional. What this library covers. Confirm. The base is created **and** turned on for this agent.  kb-add-agentExpand 2. **Open the folder / Manage documents** You land on the two-pane editor (**All Sources** left, **Entries** right). [Open a knowledge base](/learning-center/open-a-base/). 3. **Add the questions callers already ask** Click **+ Add** - **Question**. Write the question the way a caller says it. Write the answer the way you want it spoken. Save a few real pairs before live callers (for example opening hours, location, pricing). A small typed set beats a huge dump the agent never quotes correctly.  kb-entriesExpand 4. **Turn capture on so new gaps come back** [Learning Center - Settings](/learning-center/) - **Questions your agents could not answer**. 5. **Try this agent** Ask one of those questions. Then open **Calls** and listen. A base that exists, is turned on, and still has **Entries (0)** is worse than no base - the agent searches it, finds nothing, and says “I don’t know.” ## After the library exists [Section titled “After the library exists”](#after-the-library-exists) 1. [Learning Center](/learning-center/) **Unanswered** is how new facts get in. 2. If a generated answer is wrong, edit that pair. 3. To stop an agent using a library, turn it **off** on that agent’s Knowledge tab. Deleting the base removes it for everyone. ## Troubleshooting [Section titled “Troubleshooting”](#troubleshooting) ## Next Steps [Section titled “Next Steps”](#next-steps) [Open a knowledge base - the two-pane screen.→](/learning-center/open-a-base/)[Add sources - Question, Text, Link, File, Bulk Upload.→](/learning-center/add-sources/)[Knowledge - attach libraries to this agent, plus Call Memory.→](/agent-configuration/memory/)[Learning Center - turn capture on, then save what calls missed.→](/learning-center/) # Open a knowledge base Create and attach the base first - that is [Knowledge bases](/learning-center/knowledge-bases/). This page is the two-pane editor you land on after Manage documents / the folder icon (or after you click a row on the list).  kb-detailExpand ## Read it left to right [Section titled “Read it left to right”](#read-it-left-to-right) | Side | What it is | What callers hear | | ---------------------- | -------------------------------------------------------- | ----------------------------------- | | **Left - All Sources** | The raw material you added: a pasted text, a URL, a PDF. | Nothing. A source is not an answer. | | **Right - Entries** | The Q\&A (or document entries) the agent can quote. | **This** is what the caller hears. | Filter tabs across the top: AllOPENS HERE every source Questions pairs you typed Texts pasted policies Links crawled pages Files PDFs and docs **+ Add** opens **Question**, **Text**, **Link**, **File**, then **Bulk Upload**. How to fill each kind is [Add sources](/learning-center/add-sources/).  kb-add-menuExpand Question usage on this page is company-wide (for example **0 of 1,000 questions** on the plan banner). ## What “broken” looks like [Section titled “What “broken” looks like”](#what-broken-looks-like) If the right pane is empty, the agent still has nothing to say - even when the left pane is full. * Sources show **0 Q\&A** - wait for processing, then refresh. * A link shows **Not started** - finish the crawl on [Add sources](/learning-center/add-sources/). * **No questions yet** - click **+ Add** - **Question** and write the asks yourself. Attached-but-empty is worse than no base A base that is turned on with no Entries still gets searched. Add pairs before live callers. ## Once entries exist - use the right pane [Section titled “Once entries exist - use the right pane”](#once-entries-exist---use-the-right-pane) 1. **All / Manual / AI Generated** - filter what you typed vs what was generated. 2. **Search questions…** filters this page. 3. Click a row to preview or edit. Use **Protected** on prices and legal lines so later crawls cannot overwrite them. 4. **Download** exports pairs when you need an offline copy.  kb-entry-editExpand ## Troubleshooting [Section titled “Troubleshooting”](#troubleshooting) ## Next Steps [Section titled “Next Steps”](#next-steps) [Add sources - Question, Text, Link, File, Bulk Upload.→](/learning-center/add-sources/)[Knowledge bases - create, attach, prove it.→](/learning-center/knowledge-bases/)[Knowledge - the agent toggle.→](/agent-configuration/memory/) # Get help Tickets are the last resort: for a *this* Call ID that [When something breaks](/common-issues/) and [Claude or ChatGPT](#ask-claude-or-chatgpt-first) could not fix. Most “it is down” reports are a missing attach, a **Draft** campaign, or the test PIN - not a platform outage. The help control is **Help & support** (question mark) in the top bar (*Docs, feedback & contact*). It is not the sidebar **Live Support** row. That one is for [chats handed to your team](/telephony/live-support/).  sup-helpExpand ## Ask Claude or ChatGPT first [Section titled “Ask Claude or ChatGPT first”](#ask-claude-or-chatgpt-first) With [Claude or ChatGPT connected](/integrations/claude-chatgpt/), most issues are solved in the chat, faster than a ticket. It reads the same data support would: the call, its transcript, the SIP log, the agent’s settings. * *“How do I connect my carrier?”* - you get the setup guide from these docs, step by step, and it offers to do each step for you. * *“Why did the call from +30 69… at 10:15 drop?”* - it opens the call and the SIP log and tells you the cause. * *“Why are calls to our number failing?”* - it checks the trunk, the route and the agent attached to the number. * *“The agent gave the wrong opening hours - fix it.”* - it finds the wrong answer and corrects the knowledge or the prompt. It changes nothing live without asking you first. More requests: [What you can ask](/integrations/what-you-can-ask/). **A ticket is the last resort.** Open one when the chat could not fix it, or says the problem is on the platform side. Ask *“Open a support ticket for this”* - it files it with the Call ID and what it already checked, and you follow the replies in the same chat. ## Why the ticket exists [Section titled “Why the ticket exists”](#why-the-ticket-exists) Support can open the recording, SIP log, and agent from a Call ID. Without that id they are guessing which company, which agent, and which minute. 1. [When something breaks](/common-issues/) - the matching page already failed. 2. **Calls** - the row exists. Copy the Call ID from the open call header. 3. The change was saved. You called *this* agent’s number.  sup-call-idExpand ## The four menu rows [Section titled “The four menu rows”](#the-four-menu-rows) [Contact Support](/support/contact-support/)START HERE ticket list + New Ticket Feature Requests vote board - not a ticket type What's new shipped changes Documentation this site **Feature Requests** is its own board (*Vote on the ideas you want us to build next*). Do not pick a ticket **Type** for an idea - **Type** is only **Support** or **Bug Report**.  sup-featuresExpand The top banner **Create a ticket** and **Help & support - Contact Support** both reach tickets. ## Which path [Section titled “Which path”](#which-path) Something does not work and I use Claude or ChatGPT TURN ONAsk in the chatNEEDSDescribe it in plain words. It checks the call, logs and settings, and fixes what it can. It opens the ticket for you if it cannot. A call / campaign / transfer failed TURN ONCall ID then a ticketNEEDSOpen the row on **Calls**. Prefer **Report** on that drawer when shown - it stamps the id. Or [Contact Support](/support/contact-support/) and paste it. I know which tab is wrong TURN ONThe symptom mapNEEDS[When something breaks](/common-issues/). Language, digits, and slots are [Common questions](/common-issues/common-questions/). I want a feature TURN ONFeature RequestsNEEDS**Help & support - Feature Requests**. Vote or **+ Feature Request** there. Not a ticket. I cannot open the app TURN ONEmailNEEDS - same Call ID in the subject. There is no phone queue. One issue per ticket. A **Closed** ticket does not take replies - **New Ticket**. ## Next Steps [Section titled “Next Steps”](#next-steps) [Claude and ChatGPT - connect it and solve issues in the chat.→](/integrations/claude-chatgpt/)[Contact Support - **+ New Ticket**, or **Report** from the call.→](/support/contact-support/)[When something breaks.→](/common-issues/) # Contact Support **Help & support - Contact Support** opens **Support** / **Tickets** (List or Board). Empty state: *No tickets. No tickets match these filters.* Button: **+ New Ticket**.  sup-listExpand Using [Claude or ChatGPT](/integrations/claude-chatgpt/)? Describe the problem there first - it checks the call and settings and fixes most issues itself. If it cannot, say *“Open a support ticket for this”*: it files the ticket with the Call ID and what it checked. ## First setup - one ticket with a Call ID [Section titled “First setup - one ticket with a Call ID”](#first-setup---one-ticket-with-a-call-id) 1. **Calls** - open the failing row. Copy the Call ID. Or click **Report** on that drawer when available. It opens a support ticket path titled with that id. Write what went wrong, set **Priority**, submit - or cancel if you are only exploring.  contact-support-reportExpand 2. **Help & support - Contact Support - + New Ticket** Dialog: **Add New Ticket** (*Create a support ticket and assign it to your team.*) 3. Fill the form, then **Save** (or **Cancel** while learning the UI).  contact-support-formExpand TitleREQUIRED One line. Include the Call ID when the issue is a call. Description What you tried. Rich text is available. The recording is already on the Call ID. TypeREQUIRED **Support** or **Bug Report**. Ideas go to **Feature Requests**. PriorityREQUIRED **Low** / **Medium** / **High** / **Urgent**. Leave Medium unless no calls work. Copy to (CC) Optional emails to copy on updates and replies. Do not put passwords, API keys, or card numbers in the ticket. ## After you save [Section titled “After you save”](#after-you-save) | Status | Meaning | | --------------- | ------------------------------------------------ | | **Open** | New. Nobody is on it yet. | | **In Progress** | Someone is working it. | | **Closed** | Done. Open **+ New Ticket** if it happens again. | | **Archived** | Filed away after close. | Filters on the list include **Status** and **Severity**. ## Next Steps [Section titled “Next Steps”](#next-steps) [Get help - menu map and when not to file.→](/support/)[When something breaks.→](/common-issues/) # Delete your account You can delete your own account yourself, at any time, from **My profile**. It deletes **your personal account** and signs you out everywhere. A company only you use is deleted with it, with its calls and data. Companies shared with others keep working unless you choose to delete them too. It cannot be undone. Export anything you still need first (calls, contacts, recordings). ## On the web [Section titled “On the web”](#on-the-web) 1. Top-right avatar - **My profile** - the **Delete account** tab - **Delete my account**. 2. Choose which companies go too. Companies only you use are ticked: they are deleted with your account. Companies shared with others stay unless you tick them. Companies where you are only a member are not affected: you just leave them. Type the exact name of every ticked company to confirm. Untick a company to keep it, or tick a shared one to delete it too. 3. Type **DELETE** and press **Delete my account** (or **Delete account and *N* company(ies)**). The button stays disabled while a company you keep would be left without an admin. Either delete it too, or first make another member admin in **Access control**. ## In the Noema app [Section titled “In the Noema app”](#in-the-noema-app) **Settings - Delete account - Delete.** It deletes your personal account and every company only you use. Shared companies stay; to delete one of those too, use the web steps above. ## What happens [Section titled “What happens”](#what-happens) | | | | ------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------- | | **Your account** | Name, phone, picture and Google / Apple / Microsoft sign-ins are removed. Every session ends. You can sign up again later with the same email. | | **Companies you keep** | Shared companies you leave unticked keep working: agents, numbers, calls and other users are untouched. | | **Companies you delete** | Companies only you use, plus any you ticked. Agents, numbers and calls stop now. Their data is erased after 30 days. | | **Subscription** | A card (Stripe) plan of a deleted company is cancelled and ends at the end of the paid period. No refund. | | **Other users** of a deleted company | Keep their own accounts but lose access to that company. | ## Next Steps [Section titled “Next Steps”](#next-steps) [Contact support - for a company that cannot be deleted here.→](/support/contact-support/)[Activate a subscription - plans and billing.→](/getting-started/activate-subscription/) # Tasks **Tasks** is the follow-up list: people to call back, calls to make, meetings, reminders and to-dos. Most tasks come from calls on their own - the agent files them - and your team works them from the web app, the Windows app or the iOS app. ## The five kinds [Section titled “The five kinds”](#the-five-kinds) | Kind | Used for | Needs | | ------------ | -------------------------------- | ----------------------------------- | | **Callback** | A caller asked to be called back | - | | **Call** | An outbound call to make | Due time | | **Meeting** | A meeting agreed on the call | Start time and end time or duration | | **Reminder** | Something to remember later | Remind-at time | | **To-do** | Anything else | Due time | Every task has a priority (High, Medium, Low), an assignee, and can be linked to a contact and to the call it came from. ## Where tasks come from [Section titled “Where tasks come from”](#where-tasks-come-from) | Source | How | | -------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | **Auto-create tasks** | After a call the AI reads the conversation and files one task when it clearly needs follow-up. You choose which kinds it may create, per agent. | | **Schedule Callback** tool | During the call the agent logs a callback the caller asked for, with the reason and a preferred time. | | **By hand** | **Tasks - New task**, a contact’s **Tasks** tab (**Add task**), the iOS or Windows app. | | **Claude or ChatGPT** | *“Remind me to call Nikos on Monday at 10.”* See [below](#from-claude-or-chatgpt). | ## Enable automatic task creation [Section titled “Enable automatic task creation”](#enable-automatic-task-creation) 1. **My Agents** - open the agent - **Call results**. 2. Under **Auto-create tasks**, turn on the kinds it may create under **Allowed task kinds**. All off = no automatic tasks. 3. Make a test call and ask for a follow-up, e.g. *“Can someone call me back tomorrow at 3?”* 4. Hang up. Once the call has been analysed the task appears on **Tasks**, with **From call** linking to the conversation. What the AI does: * **Callback** is filed only on calls the AI handled itself (nobody was transferred). On calls transferred to a person it can file the other kinds. * The due time comes from what the caller said (*“tomorrow at 3”*). If no time was said, it is due in 24 hours. * Subject and notes are written in the company language, with who asked and a short quote. * One task per call at most, and only when the conversation clearly needs a follow-up. Small talk creates nothing. To have the agent log callbacks **during** the call, turn on the **Schedule Callback** tool under **Skills - [Tools & Workflows](/agent-configuration/built-in-tools/)**. **Max callbacks per caller** (1-3) stops a caller who keeps asking from filling the list; past the limit your notification emails get an alert instead. ## Who gets the task [Section titled “Who gets the task”](#who-gets-the-task) An automatic task is assigned to, in order: 1. the person the call was meant for, when the call fell back to the agent because they did not answer; 2. the person on the call; 3. the owner of the campaign lead, for campaign calls; 4. otherwise the company admin. Reassign it from the list at any time. ## Callbacks look after themselves [Section titled “Callbacks look after themselves”](#callbacks-look-after-themselves) * **No duplicates.** If the same contact asks again while a callback is still open, the request is added to the open one: **Times called** goes up and the latest call is linked. * **Closed automatically.** After any call where a person on your team actually spoke with that contact, their open callbacks are marked done. ## Work the list [Section titled “Work the list”](#work-the-list) Sidebar - **Tasks**. * **List** or **Calendar** (month / week / day). Drag a task on the calendar to reschedule it. * Tabs by kind, and filters: **Status** (open, overdue, due today, this week, unassigned, completed), **Priority**, **Assignee**. Group by due date, priority, kind or assignee. * On each task: the checkbox marks it done (or re-opens it), **Reschedule** (tomorrow, in a week, in two weeks), **Reassign**, **Edit**, **Delete**. Callbacks have **Call** instead of Edit. * **From call** opens the call with transcript and recording; the contact name opens the contact. Linked tasks also show on the contact’s **Tasks** tab and timeline. ## On the apps [Section titled “On the apps”](#on-the-apps) | App | Where | What you can do | | ----------- | -------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | | **iOS** | **Pending** tab (the badge counts open tasks and unheard voicemails) | Open / done / all, grouped by due date. Add, edit, complete (tap the circle), delete (swipe), open the call or contact. | | **Windows** | **Tasks** | The same as the web page: list and calendar, filters, reschedule, reassign, call back. | ## Email when a task is yours [Section titled “Email when a task is yours”](#email-when-a-task-is-yours) The assignee gets an email when: * the agent files a task for them from a call (with a link to the call), or * someone else creates a task for them or reassigns one to them. Tasks you create for yourself send nothing, and a repeat request merged into an open callback does not email again. The email has the subject, contact, due time, notes and an **Open Tasks** button. Each person turns these emails off under **Profile - Task emails**. There is no phone push yet: on iOS, check the **Pending** tab. ## Who sees which tasks [Section titled “Who sees which tasks”](#who-sees-which-tasks) **Team and access** - open the user’s access - **Contacts & data** - **Tasks**: | Setting | Sees | | ------------- | --------------------------- | | **No access** | Nothing | | **Own Tasks** | Only tasks assigned to them | | **All Tasks** | Every task in the company | Admins always see every task. A support agent who should only see their own callbacks gets **Own Tasks**. ## From Claude or ChatGPT [Section titled “From Claude or ChatGPT”](#from-claude-or-chatgpt) With the [Claude and ChatGPT connector](/integrations/claude-chatgpt/): * *“Who needs a callback? Anything overdue?”* * *“What is on my list today?”* * *“Remind me to send Eleni the offer on Friday at 10.”* * *“Mark the callback for Nikos as done.”* * *“Create tasks automatically when a caller asks for a callback or a meeting.”* - it turns on **Auto-create tasks** for the agent. ## Troubleshooting [Section titled “Troubleshooting”](#troubleshooting) ## Next Steps [Section titled “Next Steps”](#next-steps) [Call results - where Auto-create tasks lives.→](/agent-configuration/call-results/)[Tools & Workflows - the Schedule Callback tool.→](/agent-configuration/built-in-tools/)[What you can ask Claude and ChatGPT - everything else you can ask.→](/integrations/what-you-can-ask/)