Troubleshooting
If something is not working as expected, this section will help you diagnose and resolve common issues. Start here, then check the specific topic pages for detailed guidance.
How to Get Help
1. Check the Documentation
Most issues have a straightforward solution documented in this section. Browse the pages below to find answers to frequently asked questions.
2. Review Common Issues
The Common Issues page covers the most frequently encountered problems across the platform, including agent sync errors, dashboard loading issues, and configuration problems.
3. Check Provider Status
Many issues stem from voice provider outages. Check your provider’s status page:
4. Contact Support
If you cannot resolve the issue using the documentation:
- Email: support@buildvoiceai.com
- Response time: Within 24 hours on business days
- Include: Your agency name, a description of the issue, steps to reproduce, and any error messages
When contacting support, include screenshots or screen recordings if possible. The more context you provide, the faster we can help.
Troubleshooting Topics
| Topic | Common Questions |
|---|---|
| Common Issues | Agent sync errors, dashboard problems, saving failures |
| Calls FAQ | Failed calls, missing transcripts, audio problems |
| Integrations FAQ | GHL/HubSpot connection issues, webhook failures |
| Billing FAQ | Plan upgrades, overage charges, Stripe Connect |
| Portal FAQ | Client access issues, branding, custom domains |
Quick Diagnostic Steps
Before diving into specific topics, try these general steps:
- Refresh the page — Some issues are caused by stale browser cache
- Check your internet connection — Ensure you have a stable connection
- Try a different browser — Rule out browser-specific issues (Chrome recommended)
- Clear browser cache — Cached data can cause display issues
- Check the browser console — Open DevTools (F12) and look for error messages in the Console tab
System Requirements
BuildVoiceAI works best with:
- Browsers: Chrome (recommended), Firefox, Safari, Edge (latest versions)
- Internet: Stable broadband connection
- Microphone: Required for test calls (browser permission must be granted)
- HTTPS: Required for all features, especially WebRTC test calls
Mobile browsers are supported for viewing the dashboard but test calls may not work on all mobile devices due to WebRTC limitations.