Call quality issues can significantly impact the caller experience and the effectiveness of your AI assistant. This guide helps you diagnose and resolve the most common audio and connection problems.
Issue: Echo or feedback on calls
Likely Cause: Audio feedback loop between the caller's speaker and microphone, or a network configuration issue.
Solution: This is usually a caller-side issue (their phone or headset). For web widget calls, ensure the caller is using headphones rather than speakers. On the platform side, check that echo cancellation is enabled in your assistant's audio settings.
Issue: Robotic or choppy audio
Likely Cause: Network packet loss or insufficient bandwidth.
Solution: Check the caller's internet connection quality. For web widget calls, a minimum of 1 Mbps upload/download is recommended. If the issue is consistent across many callers, check your network configuration and ensure UDP ports are not being blocked.
Issue: High latency / long pauses before the assistant responds
Likely Cause: Network latency, server load, or a very long system prompt that takes time to process.
Solution: Check the response latency in your call logs. If consistently above 2 seconds, try shortening your system prompt or moving detailed information to a knowledge base. Also check if the issue occurs at specific times of day (peak load periods).
Issue: Calls dropping unexpectedly
Likely Cause: Network instability, firewall rules blocking VoIP traffic, or a bug in the call flow.
Solution: Review the call log for the dropped call to see the exact point of disconnection. Check that your network allows SIP and RTP traffic. If calls drop at a specific point in the conversation, review the assistant's behavior at that point for errors.
Issue: The assistant cannot hear the caller (one-way audio)
Likely Cause: Microphone permissions not granted, network asymmetry, or NAT traversal issues.
Solution: For web widget calls, ensure the browser has microphone permission. For phone calls, check NAT configuration if you are using SIP trunking. Contact support if the issue persists.