Diagnose and fix problems with publishing, campaigns, transfers, call endings, data capture, and reports.
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.
To review a live call, open it in the Interactions Report, where you can read the transcript and see the Signals that fired.
Setup and publishing problems
Changes aren’t showing on live calls
Apply saves changes to the draft only. Select Go Live to push the draft to production. Every later change waits in the draft until the next Go Live.
You can’t save, and Go Live is greyed out
If the Voice workflow’s Details tab shows “Unable to load voice presets. Saving is disabled until presets are available.”, select Retry on the Details tab, or wait a few minutes and try again. Saving and Go Live stay disabled until the voice presets load. If the message doesn’t clear, contact Invoca Support.
No calls reach the agent
On the Details tab, check that Triggered by lists the right campaigns or forms. If none are listed, no calls reach the agent. Use Go to campaigns to fix the campaign setup.
The business hours are wrong
The agent’s hours come from your interactive voice response (IVR) settings. Change them there; the Details tab only shows them.
AI Recommendations won’t load
If you see “Unable to load AI recommendations. Please ensure you have access to this agent and try again.”, confirm that you have access to the agent and try again later. If it persists, contact Invoca Support.
Transfer and call-ending problems
The agent doesn’t transfer the call
- Only Inform & Route and Support & Escalate transfer calls. Check the action on the caller’s segment.
- Check that the number is correct and in E.164 format (the international phone number format), for example
+18005550100.
- Make the instructions say when to connect, for example “Then connect with the billing team.”
- For support intents, add a segment for callers who ask for a person, with an instruction to connect right away.
Callers drop after a transfer
The number may be wrong or not routable, or the destination queue may be closed. Check the number, the destination queue, and its hours.
The agent ends the call too early or keeps it going
Check which segments use End Call, and describe in the instructions when the caller’s need is met. If a segment should continue to a person, change its action to Inform & Route or Support & Escalate.
Data and reporting problems
Details aren’t captured
- Check that the field is listed under What To Collect on the action for that segment.
- Make the field’s description specific about what to capture.
- Mention the field in the action’s instructions so the agent knows when to ask.
- A segment for frustrated callers may collect nothing on purpose.
Outcomes are missing from your reports
Attach a Signal to each action under Signal (optional). The Signal fires when the action completes.
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
