Why isn't my agent answering¶
Status: Current | Last reviewed: 2026-06-11
If a call connects but the agent never speaks, or a chat opens but no reply comes, work through this list top to bottom. Stop at the first match.
1. Check the status page¶
If voice runtime, chat runtime, or telephony is yellow/red, the platform has an incident. Wait for the incident to resolve or watch the timeline for ETA.
2. Check the agent's published version¶
A draft cannot serve real traffic. Open the agent and confirm at least one version is in Published state. If only drafts exist, no caller will ever hear a response.
If a version is published but its traffic weight is 0, no calls route to it. Bump the weight or unpublish + republish to reset.
3. Check the pipeline validation¶
Open the version in the pipeline editor. Red dots mark validation errors. A published pipeline with validation errors cannot run: calls connect, TrueServe generates no audio, and the call hangs up after the silence timeout.
Fix the validation errors, save, and traffic should resume on the next call.
4. Check the integration¶
Each stage in the pipeline references an integration. If that integration's credentials expired, the stage fails on the first turn. Open Integrations and look for any showing a "credentials expired" or "test connection failed" banner. Reconnect or rotate the credential.
Expired OAuth refresh tokens cause many silent agent failures.
5. Check Phoenix traces for the most recent attempt¶
Phoenix is the low-level tracing service. Ask your administrator for its URL, often https://<your-host>/phoenix. Find the most recent failed call by time in the conversations project.
| In Phoenix you see... | What it means |
|---|---|
| No spans at all | The orchestrator never picked up the call. Telephony or routing problem. |
| STT spans only, no LLM | The STT provider returned no transcript. Often a microphone or codec issue on the caller side. |
| LLM span with an error | The model rejected the request. Common causes: expired API key or context-window overflow. |
| LLM span returns text but no TTS | The TTS integration is broken. Check it under Integrations. |
| Tool span with a 500 | An external system the agent calls is failing. Fix the upstream. |
Each failure mode points at a specific fix.
6. Check phone-number binding (voice agents only)¶
Open the agent's Bindings tab. The phone number you dialed must be in the list. If it isn't, the call hit telephony but routed to a different agent (or the default IVR).
7. Check CCaaS Availability (contact-center calls only)¶
TrueServe rejects CCaaS calls unless the agent is enabled for that specific integration. Open the agent, click Publish, and check the CCaaS Availability section. The integration that sends the call must be checked. If it is not, the call connects to the platform but TrueServe hangs up. The caller hears nothing or a fast disconnect.
Check the integration, publish, and retry. The change applies to all versions.
8. Test in the emulator¶
Open the version, click Test, and call it from the emulator. If the emulator works but real calls don't, the problem is in the telephony path, not the agent. If the emulator also fails, the problem is in the agent itself, and the failure mode in the emulator's transcript is your clue.
9. Still stuck¶
If you reach this step, file a ticket with:
- Tenant slug
- Agent name + version number
- A failed conversation ID (from Transcripts)
- The Phoenix trace link if available
The operations team can see the platform-side telemetry you cannot.