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Troubleshooting: Agent Not Answering, Audio/Call Quality & Error Messages

Diagnose and resolve common issues with AI agent call routing, web widget audio quality, and system notifications on NovaReps.

Updated Oct 28, 2026 · 4 min read

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1. Agent Not Answering Incoming Phone Calls #

If phone calls to your assigned number fail or ring continuously without an AI answer:

  • Check API Key Validation: Go to Developer -> API Keys (/dashboard/api-keys) and verify that required provider keys (e.g. OpenAI, Deepgram, Twilio) show as valid.
  • Check Subscription & Minute Balance: Verify that your account subscription is active and you have available call minutes remaining under Billing & Plans in your account menu (your name, top right).
  • Verify Number Assignment: Go to Phone Numbers and ensure your phone number is explicitly assigned to an active Agent.
  • Check Business Hours: If Business Hours are enabled on the agent, calls arriving outside schedule will route to voicemail or off-hours greeting.

2. Web Embed Audio & Call Quality Issues #

If visitors report robotic, distorted, screeching, or chopping audio during Web Embed voice calls:

  • Microphone Permissions: Ensure the browser has explicit permission to use microphone media devices.
  • Allowed Origins: Verify your website domain (e.g., https://yourwebsite.com) is added to the agent's Allowed Origins list.
  • Network Connection: High network jitter or packet loss can interrupt real-time WebSocket audio streaming. We utilize jitter buffering, but stable internet connection is required.

3. Common System Error Messages #

Error Message Cause & Fix
account_unavailable / no_minutes Subscription lapsed or plan minute limit reached. Upgrade your plan or buy a minutes pack.
concurrency_limit Maximum simultaneous calls reached for your plan. Wait for active calls to finish or upgrade plan limits.
origin_not_allowed Web embed snippet loaded on an origin domain not listed in Allowed Origins. Update Allowed Origins list in Web Embed settings.
daily_call_cap / daily_minutes_cap Agent reached daily call or minute limit. Increase cap in agent settings or wait for daily reset.
captcha_required / captcha_failed Cloudflare Turnstile bot check failed or was blocked by browser extensions.

4. Text Messages (SMS) Not Arriving #

If a booking confirmation, missed call text or reminder does not reach a phone:

  • Check the number format: Enter phone numbers with the country code, for example +14155551234. A number saved without a country code is read as a number in your own country.
  • Check the agent's text settings: Open the agent, go to Notifications, and confirm the text you expect is switched on and that Owner Phone holds a mobile number that can receive texts.
  • Check your plan: Texting is a plan feature. If the toggles are greyed out, your plan does not include it.
  • Withheld caller ID: A caller who hides their number cannot be texted.

5. Business Hours Start From a Standard Week #

When you switch on Business Hours for an agent that has none yet, the schedule is filled in as Monday to Friday, 9:00 AM to 5:00 PM, with Saturday and Sunday closed. Change any day before you save. Hours you already entered are never replaced.

6. Agent Says a Different Greeting Than the Intro Phrase #

An agent on a voice to voice model speaks the Intro Phrase itself instead of reading it out through a separate voice, so it can occasionally reword it. This is most likely when the Intro Phrase gives a different name than the agent's own name or instructions. Keep the name in the Intro Phrase, the agent name and the instructions the same. If the greeting must be word for word every time, choose a standard model with a voice instead of a voice to voice model.