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WebhooksTroubleshooting Common Issues

Troubleshooting Common Issues

Calls not triggering

Likely causes:

  • Wrong webhook URL, or the URL of a different agent
  • phone or name missing from the payload — both are required (full_name / fullName count as the name)
  • Phone number without a country code
  • Malformed JSON, or a missing Content-Type: application/json header

How to fix it:

  • Re-copy the webhook URL from Advanced Settings → Call Management on the agent you mean
  • Confirm phone is present and in E.164 format (+14155550132)
  • Test with a plain cURL request before blaming your automation tool
  • Check your account has available credits

Calls failing

Likely causes:

  • The destination number is invalid, disconnected, or won’t accept inbound calls
  • The agent’s phone number is suspended
  • Insufficient account balance

How to fix it:

The agent doesn’t behave as expected

This is the most common cause. Agent edits are saved as a draft and don’t affect live calls until you publish them. If you changed the prompt, voice, or tools and the call sounds unchanged, look for a Draft badge on the agent and publish the version — see Agent Versions, Draft and Publish.

Other causes:

  • The prompt doesn’t actually instruct the behaviour you’re expecting
  • The knowledge base doesn’t contain the information the agent needs
  • The agent went silent — see Agent Goes Silent After Greeting

Data isn’t reaching the agent

Extra keys such as company or notes do reach the agent as call context, but only if the prompt actually references them. The usual cause is a placeholder that never got substituted.

How to fix it:

  • Reference each field in your prompt or welcome message with single braces and plain word characters — {name}, {company}. {{company}} and keys with a hyphen or a dot are not substituted
  • Match the key exactly as your automation platform sends it, including case
  • Re-check the field mapping in your automation platform
  • If you need per-call metadata echoed back on the completion webhook, use the Calls API

See Essential Data Fields for the full list.

Still stuck?

See Getting Support. If your account has Studio, you can also ask it directly in your dashboard — it can raise a support ticket for you.

Testing Your WebhookBest Practices