Quick Triage
| What happened | Check first | Go to |
|---|---|---|
| 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 |
Where To Look In The App
| Area | Use it to check |
|---|---|
| Conversations | Transcript, recording, tool calls, goal results, insight results, and call status |
| Agent Editor | Prompt, knowledge, tools, voice, model, transcriber, call flow, analytics, and privacy settings |
| Campaign Detail | Campaign health, contact statuses, answer rates, goals, insights, and exports |
| Telephony → Phone Numbers | Number status, routing, SIP trunk assignment, forwarding labels, and spam status |
| Settings → Account | Team access, account settings, webhooks, API keys, integrations, and secrets |
| Settings → Profile | Personal profile, preferences, security, and notifications |
Support Checklist
If you contact support, include the information that narrows the investigation:- Account ID from Settings → Account → Settings
- Agent name or ID
- Conversation ID, campaign ID, or phone number if relevant
- What you expected to happen
- What happened instead
- Time of the issue and whether you can reproduce it
- Screenshots or exported logs when available
Next Steps
Debugging
Use conversation logs and component checks to isolate an issue
Call Quality
Fix latency, turn-taking, voice, and silence handling
Knowledge Issues
Fix indexing, retrieval, and knowledge-answer problems
Tools & Integrations
Troubleshoot transfers, booking, webhooks, MCP, and external integrations