Diagnose and fix problems with intent matching, call paths, repeated questions, off-limits answers, and out-of-date answers.
Note: The AI Voice Agent is part of Invoca’s AI Agents and may need to be enabled on your account. If you don’t see Agent Studio in the left menu, contact your account team.
Before you begin
Reproduce the problem with a Preview call first. If it happens in Preview, the cause is usually in the agent’s configuration: its rules, intent descriptions, action instructions, or knowledge. If it happens only on live calls, check that you selected Go Live after your last change, then check your campaigns and transfer numbers.
For setup, transfer, and reporting problems, see Troubleshooting AI Voice Agent Setup, Transfers, and Reporting. If you’re not sure which problem below matches, start a Preview call and note exactly where the conversation goes wrong. To review a live call, open it in the Interactions Report, where you can read the transcript and see the Signals that fired.
Conversation problems
The agent picks the wrong intent
Two intent descriptions probably overlap. Rewrite them so each describes a different caller and need, and add exclusions where they help, such as “not for existing customers”. Test again with Preview.
The agent sends callers down the wrong path
- Check that the Qualify answers don’t overlap.
- Add the words callers really use to each answer, and include a catch-all such as “something else”.
- Check If the agent can’t determine the answer. It should ask once more, then take a default path.
- Add a rule such as “Never re-ask for information the caller has already provided.”
- If callers come from your website, turn on Utilize Digital Journey Context in Conversations in Agent Settings and add a rule such as “If a detail is already available from call data, confirm it instead of asking again.”
- Check whether the same field is collected in more than one step.
The agent quotes prices or says something it shouldn’t
Add a Brand Conversation Rule that names the topic and says what to do instead, for example “Never quote a firm price; say a specialist will confirm exact pricing.” Repeat it in the instructions of the actions where the topic comes up, and check whether your Knowledge Sources contain the content.
Answers are wrong or out of date
- In Knowledge Sources, check each source’s status and Last Updated date.
- If Refresh says Off (manual only), the content only changes when someone refreshes it.
- Remove outdated or conflicting sources. Conflicting sources lead to inconsistent answers.
Callers wait too long at the start of the call
Keep the Custom Greeting to one or two short sentences: the brand name, the virtual assistant, and an open question.
If these steps don’t resolve the problem, contact Invoca Support. Include the agent name, the call ID or time of the call, and a description of what the caller heard. Last modified on October 20, 2026
