Troubleshoot agents, calls, and texting

Use this page when an AI agent says the wrong thing, a call doesn't connect, a text isn't delivered, or US texting registration is stuck. Find what you see, follow the fix, and contact support if it continues. It's for anyone who runs agents, phone numbers, or texting.

The agent gives a wrong or made-up answer

Fix:

1. Open the conversation or recording and find the first wrong statement.
2. Check the agent's instructions, conversation flow, and limits.
3. Check the knowledge the agent uses is current and actually linked to this agent.
4. Ask the same question again, in different words, and ask something the agent shouldn't answer.
5. Fix the specific instruction or knowledge source, then test again before publishing.

Don't patch one answer by adding instructions that contradict others. The agent build and test example shows how to set clear limits and handoffs.

An agent action or handoff fails

Why: the agent was missing information it needed, a connected app isn't working, or the destination (such as a calendar or CRM field) rejected the action.

Fix:

1. Open the action result in the conversation.
2. Check what information the agent had at that moment.
3. Check the connected app (for example the calendar) in Integrations → Connections.
4. Check whether the customer-facing part already happened, for example a booking, before retrying.

A call doesn't connect

Fix:

• Check the number you're calling, including the country code.
• Check the calling number, agent, and campaign belong to this workspace.
• Check the phone number isn't paused. A number paused for renewal shows Paused because renewal credits ran out; select Add credits.
• Check your workspace has credits, the call is within allowed calling hours, and you have consent.
• Open the call record and read its status.
• Test by calling one consenting internal number, not the customer again.

A failed or unanswered call can still create a call record and use credits. Don't retry in bulk until you know the cause.

The wrong agent answers, or nobody answers

You see: a number card says Nothing answers this number yet, or the wrong greeting plays.

Fix:

1. Pause traffic to the number or widget.
2. In Chat & Voice → Phone Numbers, check the number's Assigned to agent or forwarding setting. Note the current setup before changing it.
3. Select Change agent or Assign to agent as needed.
4. Call from an internal phone and check the greeting, the agent's knowledge, its actions, and handoff.

Call quality is poor or delayed

Fix: make one test call and note whether the problem affects incoming or outgoing calls, one number, one agent, or all calls. Change one thing at a time (voice, network, device, or settings) so you can tell what fixed it.

A text says sent but wasn't delivered

Why: "sent" means Spacebrain handed it to the phone network. The network may still block or delay it.

Fix:

1. Open the message and read its status.
2. Check the number format, that the recipient hasn't opted out, and that the content doesn't break carrier rules (for example, link shorteners or banned topics).
3. Check quiet hours.
4. For US numbers, check registration (below).
5. Wait for the final status before sending again.

US texting is blocked or registration is pending

In the US, business texting needs A2P 10DLC registration: carriers review your business and how people agree to receive your messages. Open Chat & Voice → Messaging Compliance to see where you are.

Carrier review can take several business days, and approval isn't guaranteed. If your application is rejected, fix the reason given (often the consent wording, sample messages, or privacy and terms pages) before asking for another review. Each new review is a paid review, so don't resubmit unchanged.

Use your real business details and an authorized representative. Never submit invented information or someone else's website. Toll-free and international numbers use a different registration process.

For the full setup, see phone outreach and compliance.

Recordings or call analytics are missing

Fix:

1. Check recording was turned on for that agent or campaign, and that callers were told.
2. Check the date range and time zone.
3. Check the call's status. Short, failed, or unanswered calls may have no recording.
4. Wait a few minutes. The call record often appears before the recording and analytics.

Contact support

Open Help & support, select Contact, or see contact support. Include:

• Workspace, agent name, and the call, message, or campaign ID.
• The last four digits of the phone number, not the full number.
• Incoming or outgoing, the time with time zone, and the status shown.
• The exact error, and whether the customer-facing action happened.
• What you changed just before it went wrong.

Don't send full recordings or transcripts unless support asks.

Next step

Improve your agent with building agents.