If customers tell you calls aren't being answered (or the phone rings but nobody picks up), walk through this checklist in order. Nine times out of ten the fix is something in the first three steps.
1. Is the agent active?
This is the most common cause. Agents start in Draft status and only answer real calls once you change them to Active.
- Open Dashboard → Agents.
- Check the status pill next to the agent you're worried about.
- If it says Draft or Paused, click the agent, then click the Activate button at the top right of the configuration page.
2. Is a phone number assigned to the agent?
Having an active agent isn't enough. A phone number has to be routed to it. Phone-number management isn't currently a self-serve area in the dashboard, so if you suspect the routing is wrong, call support at (833) 309-4176 and we'll check the assignment from our end.
3. Is the phone number active?
A ported number in the middle of its transfer window won't receive calls. A newly purchased number should be live within 30 seconds. If you bought the number more than a few minutes ago and it still isn't ringing, call support. We can check the carrier status directly.
4. Call the number yourself
The fastest diagnostic is to call the number from a phone that's not connected to your account.
- Rings and agent picks up → everything's fine. Your customer's report may have been a misdial or a bad cell signal on their end.
- Rings forever with no answer → the number is routed somewhere else. Go back to step 2.
- Goes straight to "this number is not in service" → the number is suspended or the port is broken. Contact support.
- Agent picks up but hangs up immediately → a bug. Call us and we'll look at the call log.
5. Check the call history
Open Dashboard → Calls. Every inbound call shows up here. If you don't see your test call after a minute, the call isn't reaching our infrastructure at all, meaning the carrier routing is wrong. Call support and we'll trace it from our side.
Still stuck?
Call support at (833) 309-4176 from any phone. We can see your account in real time and trace the exact path a call is taking. Most "my agent isn't answering" tickets get resolved in under five minutes on the phone.