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Troubleshooting

Quick fixes for the things people hit most often. If something here doesn't resolve it, gather the call (or agent) details and contact support.

Agents

The agent answers but I can't hear it on a test call

Test calls run in your browser. Check that your browser tab isn't muted and that audio output is allowed for the page, then place the test call again. The transcript updating while you hear nothing usually points to browser audio, not the agent.

The agent's thumbnail doesn't match its voice

The avatar follows the agent's selected persona. If it ever looks wrong, re-open Change persona and reselect the voice — the picture and the voice are kept in sync.

The agent keeps asking questions instead of transferring

Forwarding only happens on conditions you define, and the condition must be met in full. Make your forwarding conditions specific (what the caller actually says or wants). A vague condition won't reliably trigger.

The agent transfers (or doesn't) at the wrong time

In Questions & conditions, triggers fire on their condition text. Tighten the wording so it matches only the situation you mean.

Calls

A call has a transcript but no recording

Recordings are produced after the call. Give it a moment and refresh. Very short or abnormally-ended calls may not have a recording.

I don't see test calls in billing

That's expected — test calls and clients in testing status are never billed. See Billing.

Web embeds

The website button does nothing / the call won't start

Confirm the visitor's domain is in the embed's allowed origins. Calls from origins that aren't on the allowlist are refused. Also check that the page can request microphone access.

A visitor can't start a second call

Only one live call per visitor per embed is allowed at a time. End the first call before starting another.

Still stuck?

Note the client, agent, and (if relevant) the specific call, then reach out to support with those details so it can be traced quickly.

  • Call forwarding & transfers — Set the conditions under which an agent hands a call to a human, and understand exactly how the transfer behaves.
  • Web calls & embeds — Let website visitors talk to an agent from a button — create an embed, set its origins, and install the snippet.
  • Getting started — From signing in to your first live call — the fastest path through Vocadesk.
  • Phone numbers — Attach a phone number to an agent so inbound calls are answered automatically.
  • Configuring an agent — Set an agent's persona, voice, language, greeting, knowledge base, and intake questions.