Agent Gives Wrong Answers
Symptoms
- Agent provides incorrect information
- Answers don’t match your knowledge base
- Agent makes things up
Solutions
| Cause | Solution |
|---|---|
| Knowledge Base not attached | Attach KB in Configuration Panel |
| KB content incorrect | Update KB with correct info |
| KB not indexed yet | Wait for processing to complete |
| Prompt overriding KB | Adjust prompt to reference KB |
Steps
- Check KB is attached and shows “Ready” status
- Test KB search directly
- Review prompt for conflicting information
- Update and retest
Agent Doesn’t Understand Callers
Symptoms
- Agent misinterprets what callers say
- Wrong branches taken (Convo Flow)
- Agent responds to wrong intent
Solutions
| Cause | Solution |
|---|---|
| Unclear conditions | Use more specific condition language |
| Background noise | Enable denoising in Voice Tab |
| Accent issues | Test with diverse speakers |
| Speech recognition errors | Review transcripts in logs |
Steps
- Review conversation logs for actual transcripts
- Compare what caller said vs. what agent heard
- Adjust conditions or prompt for better matching
- Enable denoising if environmental noise
Agent Ends Calls Too Early
Symptoms
- Calls end unexpectedly
- Agent hangs up mid-conversation
- End call triggers incorrectly
Solutions
| Cause | Solution |
|---|---|
| End conditions too broad | Make conditions more specific |
| Misinterpreted phrase | Add exceptions to end conditions |
| Timeout too short | Increase timeout in General Tab |
Steps
- Review logs to see what triggered end
- Identify the phrase or condition
- Adjust end call configuration
- Test the specific scenario
Agent Doesn’t End Calls
Symptoms
- Calls keep going after resolution
- Agent doesn’t recognize goodbye
- Infinite conversation loops
Solutions
| Cause | Solution |
|---|---|
| Missing end conditions | Add appropriate end call functions |
| End conditions too specific | Broaden condition descriptions |
| No goodbye recognition | Add “user says goodbye” condition |
Agent Sounds Robotic
Symptoms
- Unnatural speech patterns
- Lack of conversational flow
- Stilted responses
Solutions
| Cause | Solution |
|---|---|
| Prompt too formal | Add natural language guidance |
| Wrong voice selection | Try different voice |
| Speech speed wrong | Adjust in Voice Tab |
| Missing personality | Add tone/personality to prompt |
Agent Speaks Too Fast/Slow
Symptoms
- Speech speed doesn’t match expectations
- Hard to understand
- Unnatural pacing
Solutions
- Go to Agent Settings → Voice Tab
- Adjust Speech Speed slider
- Test and fine-tune