📞 Why Is My AI Not Answering Inbound Calls or Not Making Outbound Calls?

1. Check Wallet Balance and Payments (Most Common Issue!)

• Inbound & Outbound calls will not work if your wallet balance is at zero or negative.
  
  

• Where to check:
  

  • Bottom left of your dashboard—if you see the wallet balance, ensure it is positive.
    
    

  • If you don’t see a wallet (you aren’t responsible for balance), the issue might be elsewhere or with your agency account.
    
    

• Auto Top-Off:
  

  • Make sure auto-reload or auto-refill is enabled. This prevents unexpected outages.
    
    

• How to fix:
  

  • Go to Settings > Billing, connect a payment method, and activate auto payments.
    
    

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2. For Inbound Calls:

• Very rare for inbound not to work unless it's a balance/payment issue.
  
  

• If the balance is fine and still not working, contact your agency/support.
  
  

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3. For Outbound Calls: Step-by-Step Checklist

a. Is a Phone Number Connected to the AI Assistant?

• In your AI Assistant Editor, top right, make sure a phone number is shown.
  
  

• If it’s an imported number (Twilio, Telnyx, etc.), verify that your SIP trunk and number import steps are complete.
  
  

b. Check Your Outbound Workflow

• Go to CRM > Automations and open the workflow that should trigger the outbound call.
  
  

• Confirm that the action “Make AI Call” is present.
  
  

• Double-check the Assistant ID:

  • Copy it again from your assistant’s settings and paste—no extra spaces!

• If using a number pool, verify the pool ID is correct and that pool contains active numbers.
  
  

c. Test & Inspect Execution Logs

• Test Workflow:
  

  • Use the workflow’s “Test” feature, select a real contact (with a valid number), and run the test.
    
    

• Execution Logs:
  

  • In your automation, go to Execution Logs.
    
    

  • Look for the contact and the “Make AI Call” action.
    
    

  • Was it successful or failed?
    
    

  • If failed, note the error code/message.
    
    

Common Error Codes:

• No Balance: Fix by adding funds/turning on auto-refill.
  
  

• Carrier Rejected: Might be an issue with the phone number or phone carrier—See specific Carrier Rejected documentation.

• Dial Failed: Double-check the target phone number and ensure the assistant has a connected number.
  
  

• Concurrency Limit: Too many calls attempted at once—see tips below.
  
  

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4. Bulk Calls & Concurrency Limits

• Twilio’s default limit: ~2 calls per second.
  
  

• If you push tens of contacts into a workflow at the same time, calls may fail.
  
  

• Solution:
  
  

  • Use a drip action at the start of the workflow (e.g., 1 call every 0.1 minute = ~7 sec spacing).
    
    

  • For larger scale, use a number pool (multiple numbers rotate).
    
    

  • For very high volume, request a higher concurrency rate from your telephony provider.
    
    

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5. Call Center Log Checks

• Go to Call Center > Call List Tab.
  
  

• Search for the failed call(s).
  
  

• Check the status column:
  
  

  • "Fail Call" / "Dial Failed" / "Carrier Rejected":
    
    

    • Carrier rejected: Check number format, carrier restrictions, or regulatory issues.
      
      

    • Dial failed: Verify numbers, ensure phone is connected.
      
      

  • "Concurrency Reached": Too many calls at once, reduce batch size or add more numbers.
    
    

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6. Single vs. Bulk Contact Testing

• Single contact failed? Focus on wallet, phone number, assistant ID, and logs.
  
  

• Bulk contacts failed? Most likely concurrency/volume—drip, pool, or carrier limits.
  
  

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🚦 Quick Checklist

 

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🆘 Still Not Working?

If after all these checks it’s still not working, send your agency:

• The error code or log message from the execution logs.
  
  

• Whether you’re using a platform or imported number (Twilio, Telnyx, Vonage, etc.).
  
  

• If the issue is for a single contact or a bulk batch.

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