Common Issues

This page covers the most frequently reported problems and their solutions. If your issue is not listed here, check the topic-specific FAQ pages or contact support.

Agent Not Responding to Calls

Symptoms: Calls ring but the agent does not answer, or the call drops immediately.

Solutions:

1. Check agent status — Make sure the agent is set to Active in the agent editor. Inactive agents do not handle calls.
2. Verify provider API key — Go to Settings → Integrations and confirm your voice provider (Retell, Vapi, or Bland) API key is valid.
3. Check provider balance — Log into your provider dashboard and verify you have sufficient credits or an active subscription.
4. Check phone number assignment — Confirm the agent has a phone number assigned in the agent editor.
5. Check provider status page — The provider may be experiencing an outage.

Agent Sync Errors

Symptoms: Changes made in BuildVoiceAI do not reflect on the provider, or you see a sync error notification.

Solutions:

1. Re-save the agent — Open the agent editor, make no changes, and click Save. This forces a re-sync with the provider.
2. Check API key validity — An invalid API key prevents sync. Verify in Settings → Integrations.
3. Check for required fields — Some providers require specific fields (e.g., a prompt) to be filled before sync succeeds.
4. Wait and retry — Provider APIs can experience temporary issues. Wait a few minutes and try again.

Dashboard Loading Slowly

Symptoms: Pages take a long time to load, or the dashboard appears stuck.

Solutions:

1. Clear browser cache — Cached assets can become corrupted. Clear your browser cache and reload.
2. Check browser compatibility — Use a modern browser (Chrome recommended). Older browsers may have performance issues.
3. Disable browser extensions — Ad blockers and privacy extensions can interfere with dashboard functionality.
4. Check your internet connection — A slow or unstable connection impacts dashboard performance.
5. Try incognito mode — This rules out extension and cache issues simultaneously.

Agent Not Saving

Symptoms: Clicking Save on the agent editor shows an error or nothing happens.

Solutions:

1. Check required fields — The agent name and prompt are required. Ensure both are filled in.
2. Check field validation — Look for red validation messages near form fields. Common issues include prompts that are too short or invalid phone number formats.
3. Check your session — Your login session may have expired. Refresh the page and log in again if prompted.
4. Check character limits — Prompts have provider-specific character limits. If your prompt is very long, try shortening it.

Provider Not Appearing in Settings

Symptoms: A voice provider (Retell, Vapi, or Bland) does not show up on the integrations page.

Solutions:

1. Check your plan — All providers are available on all plans. If a provider is missing, try refreshing the page.
2. Clear browser cache — Cached data may show an outdated integration list.
3. Contact support — If the provider still does not appear after refreshing, contact support.

Agents Not Showing for Client

Symptoms: A client logs into the portal but does not see any agents.

Solutions:

1. Assign agents to the client — Agents must be explicitly assigned to a client from the agency dashboard.
2. Check client permissions — Ensure the client has the view_agents permission.
3. Check agent status — Verify the agents are active and properly synced.

Phone Number Issues

Symptoms: Cannot assign a phone number, or number shows as unavailable.

Solutions:

1. Check provider account — Phone numbers are purchased through the provider. Verify the number exists in your provider dashboard.
2. One number per agent — Each phone number can only be assigned to one agent at a time.
3. Sync numbers — Click the sync button on the phone numbers page to pull the latest numbers from your provider.

Still Need Help?

If none of these solutions resolve your issue, contact support at support@buildvoiceai.com with:

• Your agency name
• A description of the issue
• Steps to reproduce
• Any error messages or screenshots