Troubleshooting

Possible Causes

• The phone number is not assigned to an assistant. Go to Phone Numbers, select the number, and verify that an assistant is assigned.
• The assistant is paused or inactive. Check the assistant's status in the Assistants section.
• Call forwarding is not configured correctly. Verify that your forwarding setup is directing calls to the correct Live Bots 365 number.

Recommended Fix

Check the phone number assignment first — this is the most common cause. Navigate to Phone Numbers → select the number → verify the 'Assigned Assistant' field shows the correct assistant.

Possible Causes

• The initial message is empty or misconfigured.
• The selected voice is unavailable or has been deprecated.
• There is a temporary service disruption.

Recommended Fix

Open the assistant's configuration and verify the Initial Message field has content. Test the assistant in the built-in test interface — if it responds there but not on live calls, the issue may be with the phone number configuration.

Possible Causes

• The campaign is outside its configured calling hours. Check the schedule settings.
• All leads have been exhausted (called with retries completed).
• The campaign is paused. Check the campaign status in the Campaigns dashboard.
• Insufficient call minute credits. Check your billing dashboard.

Recommended Fix

Check the campaign status first. If it shows 'Active' but no calls are being made, verify the calling schedule includes the current time and day, and confirm you have remaining call minutes.

Possible Causes

• The system prompt is too vague or does not provide enough context.
• The assistant is not being given enough information about what it should and should not discuss.
• The AI model is hallucinating information not in the prompt.

Recommended Fix

Review and refine your system prompt. Add explicit instructions about what topics to stay on and what to say when asked about out-of-scope topics. Use the test interface to reproduce the issue and test prompt changes before deploying.

Possible Causes

• The tool description is too vague — the AI does not know when to use it.
• The tool is not assigned to the assistant.
• The tool's API endpoint is returning an error.

Recommended Fix

Improve the tool description with specific, concrete examples of when it should be used. Verify the tool is enabled in the assistant's Tools section. Check the tool's API endpoint for errors by reviewing the tool invocation logs in the Conversations dashboard.

Possible Causes

• Phone numbers are not in E.164 international format (+15551234567).
• The CSV file has encoding issues (try saving as UTF-8).
• Required columns are missing or have incorrect headers.

Recommended Fix

Open your CSV in a text editor and verify the phone number format. All numbers must start with + followed by the country code. Remove any formatting characters (dashes, parentheses, spaces) from phone numbers.

Possible Causes

• Network connectivity issues on the caller's end.
• The selected voice model has high latency.
• Background noise settings are too loud.

Recommended Fix

Try switching to a different voice model — some voices have lower latency than others. If background noise is enabled, reduce the volume or disable it. If the issue affects all calls, contact support as there may be a network issue on our end.

Possible Causes

• The API key for the scheduling platform (Cal.com, Calendly, GHL) is invalid or expired.
• The selected event type has no available time slots.
• The scheduling platform's API is experiencing an outage.

Recommended Fix

Verify your API key is valid by checking your scheduling platform's settings. Confirm that the event type has available slots in the calendar. Test the tool directly using the test interface and check the tool invocation log for error messages.