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 is when you have a Call ID and the checklist below already failed.

ci-callsExpand

Which symptom

Nothing rings, or 503

TURN ONGet a numberNEEDSTelephony. Test PIN vs a customer DID. One agent per number.

Campaigns / API never dial out

TURN ONGet outbound workingNEEDSOutbound. Draft never dials. Try this agent does not prove outbound.

The workflow never ran

TURN ONGet a workflow runningNEEDSWorkflows. Save & go live + the agent Business Workflows toggle.

HubSpot / Sheet / Calendar is dead

TURN ONGet an integration workingNEEDSIntegrations. Company Connect / Authorize, then the tool. Google Workspace is on Connected.

Talks over digits, or hears the number wrong

TURN ONSkip Turn + keypadNEEDSCommon questions. Skip Turn. On Key Pressed.

Busy / the second caller is dropped

TURN ONConcurrent slotsNEEDSCommon questions. Plan slots and trunk channels.

Transfer dies

TURN ONCall handling TransferNEEDSTransfer. Credits, SIP domain, Warm vs Blind.

A call says Failed / No answer and I do not know why

TURN ONDisconnection reasonNEEDSCall status and disconnection reasons. Each reason names what is missing.

Common questions

languagedigitsemailslots

Calls

statusdisconnection reasonrecordingid

Support

ticket + Call ID

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).

Try this agent works, customers do not

Try this agent is the browser + PIN. It does not prove a DID, a campaign, or outbound credits. Your First Agent vs Get a number.

Next Steps

Common questions - language, digits, email, concurrent slots.→Contact support - after you have a Call ID.→