> ## Documentation Index > Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt > Use this file to discover all available pages before exploring further. # Common Issues > Start troubleshooting from a triage table and jump to the right specialist guide Start here when you know what went wrong but not which page owns the fix. This page routes you to the most relevant specialist guide instead of repeating every troubleshooting workflow. ## Quick Triage | What happened | Check first | Go to | | ----------------------------------------------------------------- | -------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------- | | Agent gives wrong, made-up, or stale answers | Knowledge assignment, item status, retrieved chunks | [Knowledge Issues](/troubleshooting/knowledge-issues) | | Agent ignores instructions, goes off-topic, or answers too long | Prompt clarity, contradictions, response rules | [Prompt](/build/conversation/prompt) and [Prompt Engineering Guide](/build/conversation/prompt-engineering-guide) | | Agent talks over callers or waits too long | Turn detection and latency settings | [Call Quality](/troubleshooting/call-quality) | | Voice sounds robotic, unclear, or mispronounces terms | Voice provider, voice settings, pronunciation overrides | [Call Quality](/troubleshooting/call-quality) and [Custom Pronunciations](/build/voice-speech/custom-pronunciations) | | Caller silence is handled badly | Inactivity timeout and reminder settings | [Call Quality](/troubleshooting/call-quality) and [Inactivity Timeout](/build/advanced/inactivity-timeout-settings) | | Transfer, booking, webhook, MCP, or integration behavior fails | Tool timeline, destination, connection status | [Tools & Integrations](/troubleshooting/tools-integrations) | | Custom API action fails, times out, or receives missing variables | Authentication, request details, variable mapping | [Custom Actions Troubleshooting](/troubleshooting/custom-actions) | | Campaign answer rate is low | Schedule, phone-number reputation, contact quality | [Campaign Management](/manage/campaigns/overview) and [Outbound Compliance](/launch/outbound-compliance) | | Campaign calls fail | Assigned agent, number status, limits, contact status | [Campaign Management](/manage/campaigns/overview) | | Phone number cannot receive calls | Routing, fallback agent, SIP trunk, forwarding setup | [Phone Numbers](/launch/phone-numbers) | | Imported number or carrier connection fails | SIP trunk settings and carrier routing | [SIP Trunks](/launch/sip-trunks) | | Web widget does not behave as expected | Widget configuration, embed, share link, deployment page | [Web Widget Deployment](/launch/web-widget-deployment) | | A test call exposes an issue but the cause is unclear | Conversation timeline, transcript, tool activity | [Debugging](/test/debugging) | | Platform seems down | Service status | [status.itellico.ai](https://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 Use conversation logs and component checks to isolate an issue Fix latency, turn-taking, voice, and silence handling Fix indexing, retrieval, and knowledge-answer problems Troubleshoot transfers, booking, webhooks, MCP, and external integrations