Start with the smallest observation that explains the problem. Note the affected agent, what you expected, what happened and approximately when. Then check the part of the journey responsible for that behaviour.
Calls do not reach the agent
Review the destination in the agent’s Deployment → Phone numbers settings, the displayed publication state and the carrier’s active forwarding rule. Make sure the rule applies to the condition you expected to trigger it.
If calls reach voicemail or another number, begin with the carrier rule. If the intended destination is reached but the agent is unavailable, inspect the console’s state and messages. See Phone setup and forwarding.
The agent gives an incorrect answer
Find the source of the statement. Is it written in the instructions, supplied by a file or returned by an action? Correct that source and remove conflicting information.
For a missing fact, improve the approved knowledge. For an unsupported promise, improve the instructions and completion rule. Adding more text will not help if it contradicts existing text.
A save or publication fails
Read the validation message and resolve the specific setting it identifies. Check that you are editing the intended agent and subscription. Preserve your intended text before navigating away from an unsaved edit.
If the request’s outcome is unclear, inspect the current saved state before retrying. Do not assume that a published configuration changed just because the editor still shows your draft text.
A connector cannot complete an action
Check the selected connector and its displayed state. Review whether the action needs missing information, renewed access or a correction in the external service.
If the result is uncertain, do not repeatedly trigger an action that might create duplicate records. First inspect the result in the relevant system. The agent should explain that completion is unconfirmed. See Tools and connectors.
A file does not seem to affect answers
Check the file’s available status, its collection and the knowledge associated with the intended agent. Remove obsolete or conflicting sources. See Files and collections.
Call history or usage looks empty
Check the selected view, visible filters and displayed period. A blank value is not necessarily zero, and a call record does not establish an external action’s success. Use Call history and usage for review guidance.
Prepare a useful support note
Use Help & support in the console for the available support options. A short, specific description makes the issue easier to investigate:
Area: Agent configuration / phone routing / knowledge / connector / history
Expected: What should have happened.
Observed: What happened instead, including a non-sensitive error message.
Time: Approximate time and time zone.
Scope: One agent or several; one occurrence or repeated.
Checks: The settings already reviewed.
Share account or call references only through the appropriate support channel. Do not include passwords, tokens, full customer conversations or unnecessary personal information.