Skip to main content
This guide covers diagnosing and resolving issues with tools, custom API actions, and third-party integrations.

​
Diagnosing Tool Failures

Every tool execution is logged in the conversation detail timeline. To diagnose:
  1. Go to Conversations → open the relevant conversation
  2. Look for tool call events in the timeline (wrench icon)
  3. Expand the event to see the request payload and response
  4. Check for error messages, HTTP status codes, or timeout indicators

​
Transfer Call Issues

​
Transfer Fails Completely

  1. Check destination format — Phone numbers must be in E.164 format (e.g., +43720123456)
  2. Test the destination directly — Call the number from your phone to verify it works
  3. Check SIP destination (Expert Mode) — Verify the SIP URI is correct and reachable
  4. Review the timeline — Look for the specific error message in the tool call event

​
Transfer Connects to Wrong Agent or Number

  1. Verify the transfer tools configuration
  2. If using Agent transfer, confirm the target agent is active and configured
  3. Check for multiple transfer tools — the agent may be selecting the wrong one

​
Calendar Booking Issues

​
Booking Tool Shows as Disabled

  • The Calendar Booking tool requires a Cal.com integration
  • Go to Developers → Integrations and verify Cal.com shows Connected
  • If disconnected, re-enter your Cal.com API key

​
No Slots Offered to Caller

  1. Check Cal.com availability — log into Cal.com and verify event type has open slots
  2. Verify Days to look ahead is not set too low
  3. Check Start date isn’t set in the future
  4. Verify the correct Event type is selected in the tool configuration
  5. Check Active hours if a schedule is assigned

​
Booking Created But Not Appearing in Cal.com

  1. Check the conversation timeline — verify the booking API call returned success
  2. Log into Cal.com and check for the booking (it may be in a different calendar)
  3. Verify the meeting platform matches your Cal.com event type settings

​
Custom API Action Issues

Custom API actions have their own troubleshooting flow because request variables, authentication, response formatting, and timeout behavior can all affect the result. Use Custom Actions Troubleshooting when:
  • the action does not trigger
  • authentication fails
  • variables are missing or not replaced
  • the API is slow or times out
  • the API succeeds but the agent responds poorly
  • the action works in Postman but not during a conversation

​
Webhook Issues

​
Webhooks Not Received

  1. Check Developers → Webhooks — verify the webhook is Active
  2. Verify the target URL is publicly accessible (test with curl)
  3. Check event subscriptions — you may not be subscribed to the events you expect
  4. If using agent scope, verify the correct agent is selected
  5. Check your receiving system’s logs for incoming requests

​
Webhook Signature Verification Fails

  1. Verify you are using the current signing secret from the webhook configuration
  2. Check that you are computing the HMAC over the raw request body (not parsed JSON)
  3. Ensure you are comparing signatures in a timing-safe manner

​
Webhook Delivery Delays

Webhooks are delivered asynchronously. Slight delays (1-5 seconds) are normal. If delays are longer:
  1. Verify your receiving endpoint responds quickly (under 5 seconds)
  2. Check your server’s load — slow acknowledgment can cause delivery issues

​
MCP Server Issues

​
Tools Not Discovered

  1. Verify the MCP server URL is correct and accessible
  2. Click Refresh to re-discover tools
  3. Check that the MCP server implements the standard tool listing endpoint
  4. Verify authentication headers/query parameters if configured

​
MCP Tool Execution Fails

  1. Check the conversation timeline for the error response
  2. Verify the MCP server is running and responsive
  3. Check that the tool’s input schema matches what the agent sends
  4. Test the MCP server directly outside of itellicoAI

​
General Tips

  • Name your tools clearly — the agent selects tools based on name and description
  • Match tool names in your prompt — tool references must match exactly (case-sensitive)
  • Test tools individually — add one tool at a time and test before adding the next
  • Check the timeline first — the conversation detail timeline shows exactly what happened

​
Next Steps

Custom Actions

Configure API integrations

Webhooks

Set up event delivery

Secrets

Manage credentials

Common Issues

Find quick fixes for all issue types