Documentation
Getting StartedTroubleshooting

Troubleshooting

Fix common issues with calls, webhooks, phone numbers, and the Twenty2 API.

⚙️ Setup & Onboarding

My assistant configuration isn't saving

  1. Check that you clicked Save and saw the green confirmation toast — changes are not auto-saved

  2. If the save button is greyed out, a required field is missing — look for fields highlighted in red, typically Assistant name or Phone number

  3. Clear your browser cache and try again — saves can fail silently with stale cookies

  4. Try an incognito window or a different browser if the issue persists

  5. Check the System Status page — there may be a temporary platform issue

Test call connects but there's no audio

  1. Confirm your assistant has a greeting message configured — an assistant with an empty opening turn will connect silently

  2. Check that the from_number is active under Telephony → Numbers — inactive numbers connect but produce no audio

  3. If using a custom TTS voice, verify the voice ID is valid and the language matches the assistant's configured language

  4. Try switching to a default system voice temporarily to isolate whether the issue is TTS-related

Webhook not triggering after a call

  1. Go to Profile → Integrations and confirm your webhook URL is saved correctly — it must be a publicly accessible HTTPS URL

  2. Check that your endpoint returns a 200 status within 5 seconds — timeouts are treated as failures

  3. Review delivery attempts in Integrations → Webhook Logs — failed deliveries show the response code your server returned

  4. Verify your server isn't blocking POST requests or rejecting the Content-Type: application/json header

  5. Check signature verification code — if you're rejecting requests with an invalid signature, ensure you're using the raw request body (not parsed JSON) for the HMAC check

Twenty2 retries failed webhooks up to 3 times — immediately, then 5 minutes later, then 30 minutes later. Use GET /history/calls/{call_id} to recover data from any missed events.

📞 Call Quality

Calls are not connecting

  1. Verify the to_number is in valid E.164 format (e.g. +919876543000) — missing country code is the most common cause

  2. Check that the from_number is active in Telephony → Numbers and not suspended

  3. Confirm the assistant is Published — calls using a draft assistant will fail silently

  4. Check your wallet balance — calls pause automatically when credits hit zero

Calls are dropping mid-conversation

  1. Check your Max Call Duration setting under Settings → Assistant → Call Limits — if calls drop at the same time every time, you may have a low limit set

  2. Look at the call transcript at the drop point — if the last AI turn shows "silence timeout", increase Silence Timeout from 5s to 8–10s

  3. If drops affect more than 5% of calls randomly, raise a support ticket with example Call IDs — we can investigate the carrier route being used

Drops on Jio and BSNL are more common than Airtel/Vi due to VoIP treatment differences. Number rotation across carriers can reduce this.

There's echo or distortion on calls

  1. Echo is typically a customer-side issue (speakerphone, bad headset) — verify echo cancellation is enabled under Settings → Audio → Echo Cancellation

  2. If distortion is on the AI's outbound audio, switch the TTS codec from G.711 μ-law to G.722 for higher quality under Settings → Audio → Codec

📢 Campaigns

CSV upload is failing or showing errors

  1. Ensure the CSV has a phone_number column with numbers in E.164 format (+91XXXXXXXXXX) — this column is mandatory

  2. Remove any blank rows, merged cells, or special characters from the file

  3. Check that all column headers match exactly the input variable names defined on your assistant — they are case-sensitive

  4. Keep file size under 10MB and row count under 50,000 per upload — split larger lists into batches

Campaign launched but no calls are going out

  1. Check that the campaign schedule is set within the 9 AM – 9 PM IST calling window — calls outside this window are queued, not dropped

  2. Verify your wallet balance is sufficient — campaigns pause automatically when credits run low

  3. Confirm the assistant used in the campaign is still Published — unpublishing an assistant mid-campaign will pause all calls

  4. Check Concurrent Call Limit under campaign settings — if set to 1, calls go out one at a time

👤 Account & Billing

I can't log in to my account

  1. Try resetting your password via Login → Forgot Password

  2. If you use Google SSO, make sure you're signing in with the same Google account used during signup

  3. If your account shows as suspended, contact support — this is usually due to a billing issue that can be resolved quickly

My credits aren't reflecting after a recharge

  1. Credits are added instantly for UPI and card payments — if not reflected after 2 minutes, hard refresh the dashboard (Ctrl + Shift + R)

  2. For net banking payments, credits may take up to 30 minutes depending on bank processing time

  3. If still not reflected after 30 minutes, contact support with your payment receipt — we'll manually credit your account

API calls are returning 401 Unauthorized

  1. Double-check that you're passing the key as Authorization: Bearer YOUR_API_KEY — missing the Bearer prefix is the most common cause

  2. Verify the API key hasn't been revoked — go to Profile → Integrations → API Keys to check its status

  3. Confirm you're using the key from the correct workspace — keys are workspace-scoped and won't work across accounts

Still stuck? Reach out via Profile → Support — our team typically responds within 2 hours on business days.

Was this page helpful?
Built with Documentation.AI