FAQ and Troubleshooting

For agent behavior (invented facts, repeated questions, over-long answers, wrong pronunciation, tags being read out, missing transfers, premature hang-ups, empty columns), see Symptom → Cause → Action.

1. My phone number isn’t showing up when I try to deploy. Only numbers already provisioned on your account appear. If a number you expect is missing, or you need an additional one, contact support — there is no self-service way to purchase a number inside Create Workflow today.

2. My outbound contact list’s phone number column wasn’t detected. MIA looks for headers containing phone, mobile, or tel. Rename the column to something like phone_number, or use the manual column picker shown when auto-detection fails.

3. Some numbers in my outbound list are marked invalid. Numbers need a country code and 7–15 digits after the + (e.g. +14155551234, not 415-555-1234). Missing country codes can often be auto-reformatted; anything still invalid needs manual correction or exclusion before the run.

4. My widget script isn’t showing up on my site. Check that the domain exactly matches (or is covered by a wildcard like *.example.com) one of the domains whitelisted at deployment. Also confirm the <script> tag is present, the page is served over HTTPS, and no Content Security Policy is blocking it.

5. The widget loads but no conversation starts. Almost always microphone access: the page must be served over HTTPS and the visitor must accept the browser prompt. Test separately on mobile, especially Safari on iOS.

6. My Knowledge Base file won’t upload. Accepted types are .json, .txt, .csv, .pdf, .docx under 2 MB. Split or shrink larger files — which is better for answer quality anyway, see Knowledge Base.

7. The agent can’t find an answer that is in the Knowledge Base. Usually a structure problem: very long documents, tables inside PDFs, marketing copy with no clear headings. Recreate the content as a short, clearly structured text file, see Knowledge Base.

8. I want to start the prompt over. Use Prompt Library for a template or Generate with AI for a description — both available in the Builder tab at any time. Copy your old version out first, see Improving the Prompt.

9. An integration worked for weeks and suddenly doesn’t. With token-based authentication, usually an expired access token. Check with your IT, see Custom Integrations.

10. An integration I want isn’t in the Marketplace yet. Click Apply for integration on its card to join the waitlist — or connect the system as a Custom Integration in the meantime.

11. My account shows a checkout page when I log in. The account isn’t in good standing, e.g. a failed payment. The other areas stay inaccessible until that’s resolved.

Not covered yet

This documentation describes the features of the current release. The following are in active development and deliberately not covered here because they aren’t yet generally available:

• Handling conversations over SMS, WhatsApp, or email the same way voice calls are handled today.
• A shared team inbox for reviewing and approving AI-drafted replies on non-voice channels.
• A single hub for team and user management. Today, account-level settings cover password, recording setting, and sign-out.

If you need any of these, talk to us about availability and timelines.