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Each entry below lists a symptom, the likely causes, and how to fix them. If you’re still stuck, open the call on the agent page and report it from Any issues during the call? below the transcript, or email support@callers.ai with the agent name and call ID (copy it from the call view).

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The agent can’t start or isn’t dialing

The message tells you what’s missing:
Check these in order:
  1. The agent stopped itself. An agent stops when no contacts are left that are eligible to call. Add contacts and click Start again.
  2. No eligible contacts. Contacts that are completed, marked Do not call or Wrong number, archived, or out of attempts aren’t called. Filter the contact list by status to see what’s left.
  3. Outside availability. Calls only go out during the agent’s calling hours. Check the time zone in Availability. With Use Contact’s Time Zone on, a contact is only called during the hours in their time zone.
  4. Waiting between attempts. After a missed call, the contact waits for the minimum time between attempts (default 90 minutes) and the daily attempt limit before being called again. See Scheduling and retries.
  5. Concurrency limit. Max Outgoing Calls in Parallel (default 10) caps how many calls run at once. A low value slows large lists.
  6. Do Not Call. If Enable Account Do Not Call (DNC) List or Check US Federal Do Not Call (DNC) Registry is on, matching numbers are skipped. See Do Not Call.
  • Check the number format. Use international format with the country code, for example +442071234567. For US lists missing the leading 1, import through the API with fixUSPhoneNumber=true.
  • If you use your own Twilio account, make sure Voice Geographic Permissions in Twilio allow the destination country.
  • For SIP numbers, see SIP calls don’t connect below.
  • Check your numbers for spam flags in Phone numbers. Numbers showing Spam Risk Detected get fewer answers; replace or rest them.
  • Use several numbers with Prefer Local Numbers or Auto Optimize. See Phone numbers and caller ID.
  • Spread retries across days and times rather than calling back quickly.
  • Send a pre-call chat message to ask permission first.

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Voicemail and call screening

Voicemail detection runs during the call and again in post-call analysis. If a call was classified wrongly, open it and, under Any issues during the call?, choose Incorrect Voicemail Detection or Missed Voicemail Detection so the team can review it. To make sure contacts who reach voicemail still get your message, turn on Leave message if reaching voicemail. See Voicemail and screening.
Under Leave message if reaching voicemail, choose First detected voicemail only or leave the message only on the final scheduled call instead of Whenever voicemail is detected.
Some phones answer unknown callers with an AI screening assistant. Callers can detect these, answer the screening question, and wait for the person. See Voicemail and screening.

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Conversation quality

For a deeper guide to responsiveness, see Latency and conversation quality.
  • Agent cuts people off: raise the Patience Level (toward Slow) so the agent waits longer before replying. Raise it on individual steps where contacts read out numbers or think before answering.
  • Background noise triggers interruptions: turn on Auto-Adjust Patience on Interruptions, and noise reduction where available.
  • Important lines get cut off: turn on Speak with no interruptions on that step (optionally Only on first play).
See Conversation dynamics.
Lower the Patience Level (toward Fast). Keep steps short, and move long reference text to the knowledge base. For in-call actions that call slow APIs, use Run in background or a Wait step with a short Say while waiting line. See Actions.
Add the word to a pronunciation dictionary with a Sounds like spelling or IPA, and attach the dictionary to the agent. For a single name that comes from contact data, a phonetic spelling in a variable also works.
Add the terms to the agent’s speech recognition vocabulary with a positive weight so recognition favors them. For numbers like account IDs, let the contact type them with keypad input.
  • Put facts in a knowledge base and connect it to the agent.
  • Add instructions that limit scope, and guardrails such as “No pricing commitments” or “Stay on topic”.
  • Add scenarios for questions it answers poorly.
The contact doesn’t have a value for that variable. Map the CSV column to the variable during import, or send it in the contact’s data object through the API. Mark variables the script can’t work without as required. See Variables.
Calls end after the maximum call duration (default 30 minutes) or after a long silence (default 30 seconds). Adjust these in call recording and limits.

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Webhooks and actions

  1. Use HTTPS. Webhook URLs must be HTTPS and publicly reachable.
  2. Check the events. The webhook only fires for the events you selected. If you didn’t select any, it fires only when post-call analysis finishes. To get every call, add events such as CALL_FINISHED. See Webhook events.
  3. Check the logs. Advanced webhooks keep a request log with the status code your endpoint returned. Use Test to send a sample request.
  4. Allowlist the IPs. Requests come from 35.245.204.86 and 35.221.61.75. Allow both on your firewall.
  5. Check the right agent. Webhooks can be set per agent or for the whole account (or subaccount). Make sure it’s attached where the calls happen.
Simple webhooks are signed with RSA-SHA256; advanced webhooks and HTTP actions use HMAC-SHA256 with your account secret. Check the X-Signature-Type header, and verify against the raw request body before parsing JSON. See Validating webhook signatures.
In-call actions wait 30 seconds for a response by default, and responses over 1 MB aren’t used. Use Test on the action to see the exact request and response. For slow endpoints, use Run in background or a Wait step. Allowlist the IPs above if the endpoint is behind a firewall.

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SIP and telephony

  • Allowlist the Callers SIP address 35.245.182.192 (or sip.callers.ai) on your carrier or PBX. This address is for calls into Callers only.
  • Make sure the number is added to the SIP connection in E.164 format (+ country code and number) and selected on an incoming agent.
  • Check that the agent is running and within its availability, or that Receive calls full time is on.
  • Check the SIP URL, port (default 5060), and outbound authentication in the SIP connection.
  • Turn on Tech prefix or SIP Diversion Header if your carrier requires them.
  • Download the PCAP for the call from the call view and share it with your carrier or Callers support.
See SIP integration.
Sync the account again from Phone numbers, and make sure the numbers have voice (and SMS, for text agents) capability in the provider’s console. See Twilio and Telnyx.

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Text and email

WhatsApp only lets you start a conversation (or message outside the 24-hour window) with a template Meta has approved. A template that is pending or rejected can’t be sent. Wait for approval (Callers notifies you when a template is approved), or edit and resubmit a rejected template. See WhatsApp.
The contact may have opted out (for example, by replying STOP), or the agent reached its follow-up limit. Check the contact’s status and the agent’s follow-up settings in Text agent setup.
  • Hard bounce or invalid address: the address can’t receive mail. Callers skips the contact so it isn’t emailed again. Fix the address and re-add the contact.
  • Mailbox errors (authentication failed, connection failed, account suspended) affect the whole agent. Reconnect the mailbox and check its credentials.
  • Rate limited: you’re sending faster than the provider allows. Lower the mailbox’s daily Send Limit, or add mailboxes and use a rotating sending strategy.
  • Set up SPF, DKIM, and DMARC on your sending domain to keep emails out of spam.
See Email setup.

FAQ

Quick answers to common questions.

Reporting call issues

Send a problem call to the Callers team for review.

Web SDK troubleshooting

Fix widget and SDK issues on your website.

Statuses and outcomes

What each call and contact status means.