> ## Documentation Index
> Fetch the complete documentation index at: https://docs.invoca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting AI Voice Agent Conversations

> Diagnose and fix problems with intent matching, call paths, repeated questions, off-limits answers, and out-of-date answers.

**Diagnose and fix problems with intent matching, call paths, repeated questions, off-limits answers, and out-of-date answers.**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](/s/article/troubleshoot-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.

### The agent asks for information the caller already gave

* 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.

## Contact Invoca Support

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.