Troubleshooting

When something is not working, start from the symptom. This page groups the most common problems by what you see and points to the page that explains the fix. Every workflow page also has its own Common issues section at the end with the full list for that screen.

An agent will not start or behaves wrong

• Status goes to Error right after Start, or the agent is stuck in Starting
• The agent does not start, or cannot begin conversations — check for one init_state and a selected model
• Creation fails with an LLM integration error — the tenant has no default LLM
• The agent still behaves the old way after a config change — it was not restarted
• The agent stops replying because it has no working model

A channel is connected but not receiving

• Channel goes to ERROR right after Start — wrong or expired credentials
• The channel runs but the agent does not reply — not attached, Inbound off, or agent not restarted
• Messages reach the channel but the agent stays silent — webhook or subscription problem
• You cannot enable Inbound for a connection on a second agent — one inbound agent per connection
• A channel appears under Deprecated Channels — it still works; plan a migration

For credential and webhook details specific to one channel, open that channel's page under Settings > Channels.

Knowledge answers are wrong or out of date

• The agent does not use new knowledge content — check the source status
• A new or edited source is not reflected in answers — wait for Ready, or re-index a Modified source
• The agent does not use its knowledge at all — confirm the source is connected to this agent
• The agent answers in the wrong language
• The agent quotes outdated prices or descriptions — update the product and test in a new conversation

A campaign is not sending

• Activation fails with a required-fields or flow-structure message
• The campaign shows Error, or participants are not progressing
• Communications are marked Missed — not started within their time window
• Many communications are Failed, or charts stay empty — missing contact details or a stopped channel

Voice or audio problems

• Voice messages get no reply — the agent has no speech-to-text model
• Calls never arrive on a SIP connection — registration or routing problem
• Calls to a Twilio number do not reach the agent — webhook registration failed
• The agent answers a call but stays silent — speech models are missing
• An imported recording shows an empty chat or an import error

Sign-in and access

• You did not receive the verification email
• A new user cannot sign in — check the email and the password you set
• You see "permission denied" screens or missing menu items — this is your role at work
• You cannot find a password change — the Profile page does not manage passwords
• The portal shows outdated data — clear the cache from the Profile header

Billing blocks agents

• AI agents stopped accepting new sessions — check the session limit and the subscription badge
• The trial or plan has expired — subscribe to a paid plan
• A payment is overdue and the grace period has expired — settle it in the billing portal
• The Billing tab is missing — hidden for some roles or handled outside the portal

Related pages

• Agent statuses — what each agent status means and what to do in it
• Session statuses — how a session can end
• Campaign statuses — what each campaign status means
• Roles and permissions — which actions each role can perform