Common Issues

Quick solutions to the most frequently encountered issues in Voxifi.

Call Issues

Calls Not Connecting

Symptoms: Call shows "failed" status immediately

Solutions:

Cause	Fix
Insufficient balance	Add funds in Settings → Billing
Invalid phone number	Use E.164 format: +15551234567
No phone number assigned	Add a phone number first
No AI agent selected	Select an AI agent for the call

Poor Call Quality

Symptoms: Choppy audio, delays, dropped words

Solutions:

• This is typically on the recipient's end (network or cell reception)
• Brief pauses are normal — the AI is processing before responding
• Try calling a different number to isolate the issue

Agent Not Responding Correctly

Symptoms: Wrong answers, off-topic responses

Solutions:

1. Review the system prompt for clarity and specificity
2. Check that attached knowledge files are current and relevant
3. Test with specific questions using the agent test feature
4. Refine the prompt based on call transcripts

Account Issues

Can't Log In

1. Verify the email address is correct
2. Try Forgot Password to reset
3. Check for a verification email (including spam folder)
4. Clear browser cache and cookies
5. Try an incognito/private window

Missing Team Member

After sending an invitation:

1. Check they received the email (ask them to check spam)
2. Verify the invitation hasn't expired — initial invitations are valid for 48 hours
3. Resend the invitation if needed — resent invitations are valid for 7 days

Balance Not Updating

After adding funds:

1. Wait 30 seconds and refresh
2. Check the Transactions tab in Settings → Billing for confirmation
3. Contact support if funds still haven't appeared

Webhook Issues

Not Receiving Events

1. Verify the webhook URL is correct
2. Confirm the endpoint is publicly accessible (not localhost)
3. Check firewall rules allow incoming POST requests
4. View the Delivery Log in Integrations → Webhooks for errors

Signature Verification Failing

1. Confirm you are using the correct webhook secret
2. Verify you are signing the raw request body (not re-serialized JSON)
3. Check you are using the correct headers: X-Webhook-Signature and X-Webhook-Timestamp
4. See Webhook Security for full implementation guide

Phone Number Issues

Can't Purchase Numbers

1. Check you have sufficient balance
2. Try a different area code if one isn't available
3. Contact support for regional availability questions

Number Not Working

1. Confirm the number is assigned to an AI agent
2. Check the number hasn't been released
3. Verify your balance is not depleted

Getting More Help

If your issue isn't listed:

1. Check Error Codes for call status meanings
2. Search this documentation
3. Contact support@voxifi.com

Include in your support request:

• Your organization name
• Error messages or screenshots
• Steps to reproduce the issue
• When the issue started