Troubleshooting

Find your symptom below and follow the fix. These are customer-level checks you can do yourself in a few minutes. If something still won’t work after this, ask the in-dashboard Assistant or reach out from the Vio dashboard.

My number isn’t receiving calls

The number probably isn’t attached, has no agent, or your carrier isn’t pointed at Vio.

1. In Numbers, confirm the number is imported/attached to your workspace.
2. Confirm it has an agent assigned (or that a default agent exists to catch it), and that the agent is Active.
3. If you use your own carrier, confirm your trunk points at Vio and routes that number to it.

See Numbers and SIP trunks.

The agent doesn’t greet / is silent

Usually no valid voice is selected, or the agent isn’t live.

1. Open the agent editor → Engines & voices and confirm a valid voice is selected.
2. Make sure the agent is set to Active.
3. Re-test in the browser to hear the greeting immediately. See Test your agent.

See Engines & voices.

The call sounds muffled / not HD

This is normal and not a fault. Ordinary phone calls are narrowband — the public phone network (PSTN) caps call audio quality, so voices sound less crisp than in-app audio. It is physics, not a problem with your agent, and you’ll hear the same on any phone service.

• The agent is still perfectly clear to the caller.
• Recordings in your call log are captured at higher fidelity than the live phone line.

My outbound campaign isn’t dialing

Usually the campaign is paused or the contact list has bad numbers.

1. Confirm the campaign isn’t paused — resume it if so.
2. Check every contact has a valid E.164 number (for example +919876543210); rows without one are skipped.
3. Make sure you’re respecting consent and DND — Vio won’t push you to dial numbers you shouldn’t.

See Outbound campaigns.

My results webhook isn’t firing

The endpoint is likely unreachable or returning an error.

1. Confirm the webhook URL is publicly reachable (not localhost or behind a VPN).
2. Confirm it returns a 2xx status when Vio POSTs to it.
3. Check the Fulfilment tab in the agent editor to confirm the URL is saved on the right agent.

See Analysis, actions & fulfilment.

Transfer to a human isn’t connecting

Two common causes: your carrier doesn’t support transfer, or the target number is malformed.

1. Confirm your carrier/telephony provider supports call transfer.
2. Confirm the target number is in E.164 format (for example +919876543210).
3. Re-test with a real call.

See Analysis, actions & fulfilment.

My test call isn’t in Call Logs

That’s by design. In-browser test calls aren’t logged and don’t cost anything — they’re for quickly checking the agent, so they never create a log entry or a charge.

To see a log entry (with transcript, cost, and outcome), place a real call to a connected number.

See Test your agent and Call Logs.

FAQ

Q. Why don’t test calls cost anything or show up in reports? Test calls run in your browser purely to preview the agent’s voice and behaviour. They’re intentionally free and unlogged so you can iterate freely. Real calls (inbound or outbound) are metered and logged.

Q. My agent works in the browser but not on a real phone call — what’s different? The browser test skips telephony. If real calls fail, the issue is almost always on the phone side: the number isn’t attached or your carrier/trunk isn’t pointed at Vio. Check those first.

Q. A caller says the audio was poor — is Vio broken? Probably not. Regular phone calls are narrowband by nature (see above). Listen to the recording in the call log — it’s higher fidelity and will confirm the agent spoke clearly.