Troubleshooting

Common issues and how to resolve them. If you don't find your answer here, contact our support team.

Categories

Telephony Issues

Calls not connecting

Inbound calls ring but don't connect to the voice agent.

Solutions

  1. Verify webhook URL — Check that the webhook URL in your Twilio or Telnyx dashboard points to your Voquii instance
  2. Check phone integration is active — Go to Settings → Phone and confirm the integration is enabled
  3. Verify credentials are valid — Re-enter your Twilio/Telnyx API credentials if they have been rotated
  4. Check account status — Ensure your Founding Member plan is active and the sub-account is enabled

Call transfer not working

The voice agent does not transfer the caller to a human agent.

Solutions

  1. Verify transfer number is set — Go to Settings → Phone and confirm a transfer number is configured
  2. Use E.164 format — The transfer number must be in international format: +1XXXXXXXXXX
  3. Check system prompt — Ensure your prompt doesn't instruct the agent to avoid transfers

SMS not working

The voice agent is not sending or receiving SMS messages.

Solutions

  1. Ensure SMS is enabled — Go to Settings → Phone and verify SMS is toggled on
  2. Verify SMS capability — Check in your Twilio or Telnyx dashboard that the phone number supports SMS

Voice Quality Issues

Poor voice quality on calls

The AI voice sounds distorted, garbled, or has audio artifacts.

Solutions

  1. Check caller's connection — Poor cellular reception or noisy environments affect ASR accuracy and perceived quality
  2. VoIP vs PSTN — VoIP connections may have lower audio quality than traditional PSTN lines
  3. Contact support — If quality issues persist across multiple calls, contact our team for infrastructure diagnostics

High latency / slow responses

The voice agent takes too long to respond after the caller finishes speaking.

Solutions

  1. Normal TTFA is ~375ms — Check the call analytics dashboard for actual latency metrics
  2. Long knowledge base responses — Very long AI responses take more time for TTS. Instruct your agent to keep responses concise (2–3 sentences)
  3. Complex queries — Multi-topic questions route to the medium LLM tier, which may add ~100ms

Agent Response Issues

Wrong or irrelevant answers

The voice agent's responses don't match the question or contain incorrect information.

Solutions

  1. Re-crawl the website — If content has changed, click Re-crawl in Sources to update the knowledge base
  2. Refine your system prompt — Add specific instructions about tone, scope, and how to handle certain topics
  3. Add more content sources — Upload documents, FAQ pages, or crawl additional sections of the site

Agent says "I don't know"

The voice agent responds with "I don't have information about that" for questions it should answer.

Solutions

  1. Verify content is indexed — Check the Sources page to confirm the relevant pages are listed and active
  2. Check crawl completed — Look for any failed pages in your crawl results
  3. Upload content as documents — If pages won't crawl properly, copy the text into a document and upload it directly

Knowledge Base Issues

Crawl stuck or incomplete

The crawl runs for a long time or stops before finishing.

Solutions

  1. Wait for completion — Large sites with many pages can take several minutes to crawl
  2. Reduce max depth — Try a lower depth setting (2–3) for faster crawls
  3. Check robots.txt — Make sure the client's robots.txt is not blocking the crawler

Pages missing from crawl

Some pages were not included in the crawl results.

Solutions

  1. Increase max depth — Pages deep in the site hierarchy need a higher depth setting
  2. Check if pages are linked — The crawler follows links from the starting URL; orphan pages will not be found
  3. Upload missing content — Copy the content and upload it as a document directly

Integration Issues

Webhooks not received

Your server is not getting webhook requests from Voquii.

Solutions

  1. Check URL is publicly accessible — The endpoint must be reachable from the internet
  2. Verify in delivery logs — Go to Settings → Integrations and check the delivery log for errors
  3. Ensure HTTPS — Webhook URLs must use HTTPS

Calendar sync failing

Appointments are not syncing to Google Calendar or Microsoft Outlook.

Solutions

  1. Re-authorize the connection — Go to Settings → Integrations and reconnect your calendar
  2. Retry failed syncs — Click the retry button on any appointment with a "Failed" sync status

Account Issues

Can't log in

You are unable to access your account.

Solutions

  1. Reset your password — Use the "Forgot password" link on the login page
  2. Check your email — Make sure you are using the email address you signed up with
  3. Clear cookies — Old session data can cause login issues

Still stuck?

Founding Members get priority support. If none of the above solved your issue, our team is ready to help.

Contact Support

Next Steps

Telephony Setup

Step-by-step guide to connecting Twilio or Telnyx

Voice Engine

Voquii TTS, Voquii ASR, and the 375ms pipeline