My agent is not answering calls

Common reasons your receptionist is not picking up and how to fix them.

Check these first

1. Agent status

Go to your agent's overview page. The status indicator must show Active to receive calls.

• Draft — Agent has not been deployed yet. Complete the setup checklist and click Deploy.

• Inactive — Agent was manually disabled. Click Reactivate from the overview page.

• Paused — Agent was automatically paused. See causes below.

2. Phone number not assigned

Go to Channels > Phone. If the page shows "Needs setup," no phone number is attached. Provision or assign a number before deploying. If you try to deploy without one, you will see the error "Assign a phone number before deploying."

3. Email not verified

Agent deployment requires a verified email address. If your email is unverified you will see "Email verification required" when trying to deploy. Go to Profile, complete email verification, then try deploying again.

4. Subscription not active

Deploying an agent requires an active paid subscription. If your subscription is canceled or paused, the dashboard shows a red banner: "Your subscription is inactive. Your agents are paused." Go to Billing and click Reactivate your subscription.

5. Daily spend cap reached

If your daily spend cap has been hit, calls go to voicemail instead of your agent. You will receive an in-app notification: "Daily spend cap reached. Calls are now going to voicemail. Raise your cap or upgrade your plan." Go to Billing > Daily spend cap and increase the limit.

6. Trial minutes exhausted

If you are on a trial and have used all included minutes, agents pause automatically. Check the Billing page for your usage. Upgrade or add a payment method to resume.

7. Business hours configured

If business hours are set on your agent, calls outside those hours go to voicemail or a custom message. Check your agent's Settings > Hours to confirm the hours match your expectations.

Still not working?

• Check the Calls page. If calls are being received but immediately failing, the issue is with the voice pipeline rather than the phone number routing.

• Verify your Twilio or Plivo account is active and has sufficient credits. A suspended telephony account causes inbound calls to fail.

• Make a Test call from the browser (button on the agent overview). If the test call works but real calls do not, the issue is with your phone number's webhook configuration.