Troubleshooting

My outbound calls fail immediately (SIP 403 Forbidden)

A 403 on outbound means the trunk is rejecting our calls as unauthenticated. For Twilio numbers connected through the dashboard this is wired automatically - reconnect the number if it was set up before outbound auto-setup existed. For a bring-your-own SIP trunk, add the trunk's outbound (termination) credentials in the number's settings, or allow-list our SIP in your provider.

The web test call connects but there's no audio

• Check the browser allowed microphone access - the mic permission prompt is easy to dismiss.
• Try a different browser or disable extensions that block media devices.
• Corporate networks sometimes block real-time audio; try another network.

My agent reads out placeholders like [BUSINESS NAME]

The prompt still contains template placeholders. Edit the agent's prompt, replace every [bracketed] placeholder with your real details, then publish again.

The agent says it will transfer but nothing happens

• Transfers to a phone number only work on phone calls - a browser test call has no phone line to hand over.
• Check a transfer destination is configured in Call Settings and the agent was published after adding it.
• For warm transfers, the destination must answer within ~30 seconds; otherwise the agent returns and offers to take a message.

A caller asked for a human but the agent kept going

Make sure the prompt explicitly says when to transfer (for example: "If the caller asks for a human, senior, or manager, do not end the call - transfer it"), and that the transfer destination's 'when' description matches that intent.