If your AI Agent isn’t behaving as expected, this guide walks you through the most common issues and how to fix them.
Before You Start: Quick Checklist
Check these basics first:
Your Textedly account is active and in good standing
Your plan has active voice minutes subscription
You see that you have voice minutes available.
The Agent is set to On/Active
A phone number is assigned to the Agent
If any of these are missing, that’s likely the cause of the issue.
1. AI Agent Isn’t Answering Calls
Symptoms:
Calls ring but no AI Agent answers
Call goes straight to voicemail
Call rings through to a person or forwarding number, skipping the Agent
Step 1: Check Agent Status
Log in to Textedly.
Click AI Agents in the left-hand navigation.
Open the AI Agent that should be answering calls.
Confirm that its Status is set to On/Active.
If it’s Off, it is because you have no voice minutes available. Buy more minutes and test again.
Step 2: Confirm the Assigned Phone Number
In your Agent’s settings, look for Phone Number or Assigned Number.
Confirm the exact number listed matches the one you’re calling.
Step 3: Check for Conflicting Call Routing
If you’ve previously set up other call routing (forwarding, etc.), it may be taking precedence over your AI Agent:
Check your phone number settings in Textedly
Look for call forwarding or other routing rules that may be active
Disable or adjust those rules so the AI Agent can answer first
Step 4: Test from a Different Phone
Call the number from a different phone (mobile + landline if possible).
If one phone works and the other doesn’t, the issue may be carrier-specific.
If your Agent is still not answering after these steps, move to When to Contact Textedly Support.
2. AI Agent Call Quality Issues (Lag, No Audio, Echo)
Symptoms:
Long delays between what you say and the Agent’s response
Audio cuts in and out
Echo or dropped calls
Step 1: Check Your Network and Device
Use a strong, stable cellular signal or reliable landline.
If using Wi-Fi calling, test on a stronger network or turn Wi-Fi calling off and try again.
Make a test call from another phone.
Step 2: Test Multiple Calls
Make 2–3 test calls separated by a few minutes.
Note if the problem happens every time or only occasionally.
Step 3: Compare With Non-AI Calls
Call another non-AI number you own or a known good line.
If call quality problems happen everywhere, it’s likely a carrier or network issue.
If problems are consistent only on AI Agent calls, keep examples and contact support.
3. Agent Is Giving Incorrect or Outdated Information
Symptoms:
Wrong hours, locations, or policy details
References to old promotions or services
Step 1: Review Your Documents and FAQs
Go to AI Agents → [Your Agent] → Knowledge/Documents.
Check all uploaded files and FAQs for outdated information.
Edit or replace any documents that contain old details.
Update FAQs to reflect your current policies and hours.
Step 2: Remove Conflicting Information
Remove or update older documents that conflict with current information.
Keep only the current, correct version of each important topic.
Step 3: Adjust Agent Instructions
Update the Agent Instructions/Behavior to:
Emphasize using only current documents.
Avoid guessing on sensitive details (pricing, legal/medical advice).
Example:
“Use only the information in the current documents for hours, location, and policies. If you’re not sure about something, say you’re not certain and offer to connect the caller to a human or take a message with their question.”
Step 4: Test Again
Place a test call.
Ask the same question that previously produced a wrong answer.
Confirm the new answer is correct.
4. Agent Isn’t Routing Calls Correctly
Symptoms:
Sales calls go to Support
Billing-related calls are not going to the Billing department
Agent says it will transfer you, but you get disconnected or sent to the wrong place
Step 1: Review Department Configuration
Open AI Agents → [Your Agent] → Directory.
Confirm that each department is:
Created (Sales, Support, Billing, etc.)
Assigned to the correct phone number or handling rule (forward, voicemail, message collection)
If assigning to a specific person, make sure you have that person's number correct.
Fix any incorrect numbers or missing departments and save.
Step 2: Update Agent Instructions for Routing
In Agent Instructions, define clear rules:
“If the caller wants to purchase, sign up, or upgrade, route them to Sales.”
“If the caller has an issue with an existing order or account, route them to Support.”
“If the caller asks about invoices, payments, or refunds, route them to Billing.”
Step 3: Test Routing Scenarios
Call as a “sales” caller, “support” caller, and “billing” caller.
Confirm each scenario routes to the correct department or fallback.
If misrouting persists, adjust instructions and FAQs to be more explicit.
5. Agent Doesn’t Recognize Certain Questions
Symptoms:
Frequent “I’m not sure” responses
Vague or unrelated answers
Step 1: Add FAQ Entries Using Real Caller Language
Open AI Agents → [Your Agent] → Documents/FAQs/Q&A.
Add questions in the exact words callers use, such as:
“Do you take walk-ins?”
“How do I cancel my membership?”
“Do you accept insurance?”
Provide clear, direct answers.
Step 2: Clarify Ambiguous Topics
Add a short “overview” FAQ or document for broad questions like:
“What do you do?”
“How does this work?”
Step 3: Refine Instructions About Handling Unknowns
In the Agent Instructions, include guidance like:
“If you don’t know the answer to a question, be honest. Explain that you don’t have that information, and offer to connect the caller to a human or take a message with their contact details and question.”
Then test again by asking the previously confusing questions.
6. Agent Seems Stuck, Repeats Itself, or Hangs Up Too Early
Symptoms:
Agent repeats the same question
Agent interrupts the caller or cuts them off
Agent ends the call too quickly
Step 1: Simplify Instructions
Shorten overly complex or conflicting Agent Instructions.
Focus on tone, goals, and a few key behaviors.
Step 2: Encourage Short, Clear Responses
Add instructions like:
“Keep responses short and simple—no more than 2–3 sentences unless the caller asks for more.”
“Pause briefly to allow the caller to respond before speaking again.”
Step 3: Test with Different Speaking Styles
Speak clearly and at a normal pace.
Avoid talking over the Agent when possible.
If early hang-ups persist, note the times and share them with support.
7. When to Contact Textedly Support
If you’ve gone through these steps and the issue is still unresolved, contact Textedly Support.
Include:
Your Textedly account email
Your first and last name
The phone number assigned to that Agent
Approximate date and time of the problematic calls
A brief description of what happened and what you expected instead
Any screenshots of AI Agent settings (optional but helpful)
With this information, our team can more quickly identify what’s going on and help you get your AI Agent back on track.