Troubleshooting
Answers to the most common questions and how to check the platform status.
The agent doesn't sound natural or doesn't inflect questions.
The voice matters more than you would think: we measured the catalog and some voices inflect questions almost every time, while others read them flat no matter how they are tuned. If your agent asks questions where intonation matters (confirming a detail, verifying identity), try changing the voice in the Voice tab first — it is the change you notice most. The recommended voices are the ones already selected by default when you create an agent. Also check that the script writes questions with proper punctuation and keeps them short: a long question with the person's name in front inflects worse than the same question split in two. If you have background sound on, turning it down also helps the intonation come through.
My campaign isn't calling.
Check that it's "running" (not paused), that the list uploaded correctly, that you're within the allowed hours, and that you have free lines. The campaign details show the reason if it's waiting. If it says the AI service is unavailable, there is nothing to do on your side: the campaign resumes on its own as soon as it is restored and no contact is lost.
Are there hours when calls cannot be made?
There may be: the voice service can run on defined hours, by time of day and also by day (for example, Monday to Saturday). Outside those hours voice goes into scheduled maintenance: no calls come in or go out and you cannot start browser tests; on WhatsApp, the app offers the person to write or to request a call back instead of calling. Check "System status" (profile menu) — it shows the hours and when service resumes. Your campaigns lose nothing: they wait on their own and pick up afterwards without spending any of their contacts' attempts. WhatsApp messages, email and your flows do not depend on those hours: they keep working, and the flows' Business hours block does not change because of a day without voice.
I can't see the Billing / Team section.
Your role doesn't have that permission. Ask an administrator on your account to grant it or adjust your role.
How do I know if there's a platform issue?
Open "System status" from your profile menu (top right): it shows whether each component is operational, plus any notices. Mind the difference: "maintenance" is scheduled and expected (for example, outside service hours), while "degraded" does mean something we are working on.
Can I use the platform in Spanish?
Yes. The portal is bilingual: switch the language with the ES/EN button in the top bar. Agents can also speak in whichever language you configure.