Agent Not Working

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Agent Not Answering Calls

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Quick Checks

1. Phone number assigned? Go to Phone Numbers and verify assignment
2. Agent active? Check agent status in dashboard
3. Subscription active? Verify your subscription is current

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Test Your Setup

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Agent Giving Wrong Information

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Review Your Knowledge Base

• Check your uploaded equipment catalog for errors
• Verify pricing is current
• Look for duplicate or conflicting entries

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Update Agent Instructions

When asked about excavator pricing:
- Mini excavators start at $150/day
- Standard excavators start at $250/day
- Always mention weekly discounts are available

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Agent Not Finding Equipment

1. Check file format: Ensure CSV columns are properly formatted
2. Verify upload completed: Look for success confirmation in dashboard
3. Re-upload catalog: Try uploading a fresh copy
4. Simplify names: Use common terms customers would use

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Agent Sounds Wrong

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Voice Issues

• Wrong voice: Change voice in agent settings
• Speaks too fast: Add instructions to “speak slowly and clearly”
• Wrong tone: Update instructions with tone guidance

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Welcome Message

1. Check welcome message field isn’t empty
2. Keep message under 200 characters
3. Avoid special characters

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Callbacks Not Working

1. Check email address: Verify notification email in settings
2. Check spam folder: Add [email protected] to contacts
3. Test with a call: Request a callback and check dashboard

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Agent Ending Calls Early

• Review call transcripts for patterns
• Check for long silences (agent may think call ended)
• Contact support with specific call examples

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Dashboard Showing Errors

1. Refresh the page: Clear browser cache
2. Try different browser: Rule out browser issues
3. Check status page: Look for service announcements

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Emergency: All Calls Failing

1. Call your CallEquip number directly to test
2. Check our status page for outages
3. Contact support immediately