Common Issues
Common Issues & Troubleshooting Guide
Login & Access Issues
Issue: Unable to log in
Possible Causes:
- Incorrect credentials
- Expired password
- Account not activated
- SSO misconfiguration
Troubleshooting Steps:
Verify username and password.
Reset password using the “Forgot Password” option.
Confirm account activation email was completed.
If using SSO, verify IdP configuration and domain mapping.
Contact your administrator to confirm role permissions.
- Telephony Issues Issue: No audio during calls
Possible Causes:
SIP misconfiguration
Firewall blocking RTP traffic
Incorrect codec settings
Troubleshooting Steps:
Verify SIP trunk configuration.
Confirm firewall allows RTP/VoIP traffic.
Check inbound/outbound audio routing settings.
Perform a test call using a different device/network.
Issue: Calls are not triggering workflows
Possible Causes:
Webhook failure
Incorrect workflow trigger configuration
Missing call event mapping
Troubleshooting Steps:
Validate webhook endpoint response (HTTP 200).
Confirm workflow trigger conditions.
Check event logs for call status updates.
Re-test with logging enabled.
- AI Co-Pilot (Auri) Issues Issue: Inaccurate or incomplete responses
Possible Causes:
Model configuration issue
Insufficient knowledge base data
Prompt misconfiguration
Troubleshooting Steps:
Review selected AI model configuration.
Validate knowledge base indexing.
Check prompt template version.
Verify guardrails and retrieval settings.
Cross-check output manually (beta best practice).
Issue: AI not triggering during live calls
Possible Causes:
AI assist not enabled
Transcript stream interruption
Integration latency
Troubleshooting Steps:
Confirm AI Assist is enabled in configuration.
Check live transcript status.
Review system logs for streaming errors.
Test with a new session.
- CRM & Data Sync Issues Issue: Contacts not syncing
Possible Causes:
API key expired
Field mapping misalignment
Permission restrictions
Troubleshooting Steps:
Verify API credentials.
Check field mapping configuration.
Confirm user role permissions.
Review sync logs for rejected records.
- Campaign Management Issues Issue: Campaign not launching
Possible Causes:
Incomplete audience segmentation
Missing telephony configuration
Insufficient credits/balance
Troubleshooting Steps:
Validate campaign audience list.
Confirm assigned number and routing rules.
Check account balance or usage limits.
Review campaign status logs.
- Unified Messaging Issues Issue: Messages not being delivered
Possible Causes:
Provider integration failure
Invalid recipient format
Regulatory restrictions
Troubleshooting Steps:
Verify messaging provider credentials.
Confirm number formatting (E.164 format).
Review delivery status logs.
Check regional compliance restrictions.
- Analytics & Reporting Issues Issue: Data not appearing in analytics
Possible Causes:
Data pipeline delay
Incorrect date filter
Event ingestion failure
Troubleshooting Steps:
Confirm correct time range selection.
Check event ingestion logs.
Validate workflow completion status.
Allow time for aggregation refresh.
- Performance & Latency Issues Issue: Slow response times
Possible Causes:
Network instability
Heavy concurrent sessions
Model processing delay
Troubleshooting Steps:
Test network latency.
Review active session count.
Validate selected AI model performance tier.
Check infrastructure status dashboard.
- Permission & Role Issues Issue: User cannot access certain modules
Possible Causes:
Role-based restrictions
Feature not enabled
Environment misassignment
Troubleshooting Steps:
Review RBAC configuration.
Confirm module is enabled in subscription.
Verify environment (Dev/Prod) assignment.
When to Escalate
Escalate to Support if:
The issue persists after validation steps
System logs show recurring API or infrastructure errors
Call routing failures affect live customers
Security-related concerns are identified
Submit a ticket via your Customer/Partner Portal or contact regional support directly.