| Agent gives wrong, made-up, or stale answers | Knowledge assignment, item status, retrieved chunks | Knowledge Issues |
| Agent ignores instructions, goes off-topic, or answers too long | Prompt clarity, contradictions, response rules | Prompt and Prompt Engineering Guide |
| Agent talks over callers or waits too long | Turn detection and latency settings | Call Quality |
| Voice sounds robotic, unclear, or mispronounces terms | Voice provider, voice settings, pronunciation overrides | Call Quality and Custom Pronunciations |
| Caller silence is handled badly | Inactivity timeout and reminder settings | Call Quality and Inactivity Timeout |
| Transfer, booking, webhook, MCP, or integration behavior fails | Tool timeline, destination, connection status | Tools & Integrations |
| Custom API action fails, times out, or receives missing variables | Authentication, request details, variable mapping | Custom Actions Troubleshooting |
| Campaign answer rate is low | Schedule, phone-number reputation, contact quality | Campaign Management and Outbound Compliance |
| Campaign calls fail | Assigned agent, number status, limits, contact status | Campaign Management |
| Phone number cannot receive calls | Routing, fallback agent, SIP trunk, forwarding setup | Phone Numbers |
| Imported number or carrier connection fails | SIP trunk settings and carrier routing | SIP Trunks |
| Web widget does not behave as expected | Widget configuration, embed, share link, deployment page | Web Widget Deployment |
| A test call exposes an issue but the cause is unclear | Conversation timeline, transcript, tool activity | Debugging |
| Platform seems down | Service status | status.itellico.ai |
