Troubleshooting

Each entry starts with what you see. If your problem is not here, contact support with the call ID.

Calls

The agent says "I'm only set up to help with a specific topic"

The call reached an agent with no instructions. Check that the phone number has an inbound agent assigned (Phone numbers) and that the agent has a system prompt. A call to a number with no agent should be refused, not answered.

I called my number and nothing answered

• The number needs an inbound agent. Open Phone numbers and check.
• If you use an inbound routing webhook, it has 1.5 seconds to answer. A slow or failing endpoint never drops the call; the number's own agent answers instead.
• If the number is on a SIP trunk, see Connect a SIP trunk.

The call connects but there is silence

Check that the agent has a voice (voice_id). If the agent has one and the silence continues, contact support with the call ID and say whether it was a phone call or a web call.

The agent's voice breaks up mid-word

Contact support with the call ID, and say whether it happens on phone calls only or on web calls too.

The agent talks over people, or waits too long

Adjust responsiveness and interruption_sensitivity on the agent. See Prompt agents.

The agent hangs up

Look at the call's disconnection reason. Common causes are end_call_after_silence_ms, max_call_duration_ms, voicemail or IVR hang-up settings, and the agent choosing to end the call.

Web calls

Creating a web call returns web_origins_not_configured

Add the website's address to the allowed origins: Settings, Web calls, or PUT /v1/web-calls/settings.

The page says it could not connect

The page reports a reason. The usual ones:

• origin_not_allowed. The page's address is not in the allowed list. Match scheme, host and port exactly: http://localhost:3000 is not http://localhost, and https://*.example.com does not include example.com. A change applies to the next token you create.
• token_expired. The token lasts 60 seconds. Create it when the visitor clicks, not when the page loads.
• token_already_used. A token works once. A double click or a retry needs a new token.
• Busy. Your organization has reached its limit of live browser calls.
• Unsupported. The browser lacks AudioWorklet, or the page's Content-Security-Policy blocks blob: in script-src.

Too many token requests in a minute return 429. A public page that creates tokens for every visitor can hit this, so throttle on your server.

Webhooks

Events are not arriving

Open Settings, Webhooks, Delivery log in the dashboard. It shows every attempt.

• Nothing in the log. No endpoint subscribed to that event. Check the endpoint is enabled and ticks the event.
• failed with a 4xx. Your server rejected the request, such as a wrong URL or a failed auth check. Fix it and use Send again.
• failed as blocked. The URL points at a private address. Use a public https URL.
• Endpoint paused. After repeated failures an endpoint pauses and retries later by itself. Saving it, or Resume now, restarts it.
• Duplicates. Delivery is at least once. The X-Dialgem-Delivery header is the same across retries of one delivery, so use it to ignore repeats.

See Webhooks.

Outbound and campaigns

A campaign is not dialling or has paused

Open the campaign and read its pause reason.

If it is running but quiet, the campaign may be outside its calling hours in your contacts' time zones, or at its concurrency limit. See Campaigns.

Someone was called who should not have been

The do-not-call list is checked when a campaign starts and before every call. A number added during a call in progress cannot stop that call. Check the number's spelling on the list, with and without +.

Tests

A test run stays queued, or every case errors

Run again. If it keeps failing, send us the run ID. A run still going after two hours is closed as failed. See Testing agents.

Account

My API key is refused

The response says why:

• 403 INSUFFICIENT_SCOPE. The key does not have the scope that call needs. Make a new key with it; scopes cannot be edited. Some actions, such as members, keys and billing, are refused to every limited key.
• 401 expired. Past its expiry. Create a new key.
• 401 not allowed from this address. The request came from an address outside the key's allowlist.
• 401 revoked. Create a new key.

Keys go in the X-API-Key header. See API keys.

Alerts do not arrive, or arrive too often

A rule with too few finished calls in its window is not judged. The alert history shows what happened on each channel; use Send test on the channel. To cut repeats, raise the rule's cooldown. See Alerts.

An export is stuck or cannot be downloaded

Only one export can run at a time. One stuck on "Preparing" for over an hour is failed so you can ask again. Files are kept for 7 days and the download link lasts 15 minutes. See Exports.

Single sign-on or two-step verification does not work

See Single sign-on and Two-step verification.