Call problems
Diagnosing calls that fail, sound wrong, or where the AI behaves unexpectedly.
Calls are not being answered
- Confirm the number is activeCheck it appears under Owned Numbers and is not pending compliance.
- Check your plan statusA lapsed subscription or exhausted call allowance stops calls being taken.
- Verify opening hoursA call outside your configured hours is handled differently — see after hours.
- Ring it yourselfFrom a phone that is not connected to your account.
The AI is not behaving well
Usually because: It cannot find an answer in your business information and keeps re-asking.
Fix: Read the transcript to find the exact question. Add that answer to your knowledge and set an escalation trigger so the same case reaches a person next time.
Usually because: Letter-by-letter and digit sequences are the hardest thing for any speech system, particularly on a noisy line.
Fix: Where possible let customers supply these another way — a proof upload link or a follow-up message. See proof uploads.
Usually because: Usually it did not — check the call quality panel.
Fix: If it shows the interruption was handled and a stale reply cancelled, SIMCOAI stopped correctly. If interruptions are genuinely high, review speech settings in voices and speech.
Usually because: First-reply latency above about 2.5 seconds feels sluggish to a caller.
Fix: Check the figure on the call. A very large knowledge base or a slower premium model are the usual causes — compare a few calls before changing anything.
Usually because: No trigger existed for that topic.
Fix: Add it explicitly. Complaints, safety, medical, legal and payment topics escalate by default; anything specific to your business you must add.
Poor audio quality
Audio problems are usually carrier or caller-side, not AI-side. Note the time and number, check whether it affects all calls or one, and check the status page before assuming a fault.