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Troubleshooting

Something not working the way you expected? This page covers the most common issues and how to fix them quickly.

Agent is not picking up calls​

Possible reasons:

  • The agent is not published yet
  • No phone number is connected to the agent
  • The agent has been unpublished

Fix:

  1. Go to your agent in the HuskyVoice AI dashboard.
  2. Check that the agent status shows Published.
  3. Go to Phone Numbers and confirm a number is connected to this agent.
  4. If not published, click Publish Agent.

Agent is not understanding the caller​

Possible reasons:

  • The agent instructions are too vague
  • The language setting does not match what the caller is speaking
  • Background noise on the caller's end

Fix:

  1. Review your agent instructions — make them more specific and clear.
  2. Check the language setting and make sure it matches your callers.
  3. Add more examples in your instructions for situations the agent struggled with.

Agent is giving wrong answers​

Possible reasons:

  • The instructions do not cover that topic
  • The instructions have conflicting information
  • The agent is guessing because it was not told what to say

Fix:

  1. Listen to the call recording in your dashboard to find exactly where it went wrong.
  2. Update your instructions to cover that specific situation.
  3. Be explicit — tell the agent exactly what to say, not just what to do.

Agent is not booking appointments​

Possible reasons:

  • Appointment booking is not enabled
  • Calendar is not connected
  • The calendar has no available slots

Fix:

  1. Go to your agent settings and check that Appointment Booking is turned on.
  2. Make sure your calendar is connected and synced.
  3. Check your calendar for available slots during the times your customers are calling.

Agent is not transferring calls​

Possible reasons:

  • Transfer rules are not set up
  • The transfer number is incorrect or missing
  • The instructions do not tell the agent when to transfer

Fix:

  1. Go to Transfer Rules in your agent settings.
  2. Check that a transfer number is saved correctly.
  3. Update your instructions to clearly state when the agent should transfer — for example, "If the caller asks for a manager, transfer the call immediately."

Agent is responding in the wrong language​

Possible reasons:

  • The language setting is set to the wrong language
  • The instructions are written in a different language than the caller speaks

Fix:

  1. Go to your agent settings and update the language to match your callers.
  2. If your callers speak multiple languages, make sure the agent instructions mention this — for example, "Respond in the same language the caller uses."

Call summaries are not arriving​

Possible reasons:

  • The team notification settings are not configured
  • The integration with your CRM or WhatsApp is not connected

Fix:

  1. Go to your agent settings and check the notification settings.
  2. Make sure your team's email or phone number is added to receive summaries.
  3. If using a CRM or WhatsApp integration, check that it is connected and active.

Agent is cutting off the caller mid-sentence​

Possible reasons:

  • The agent is not waiting for the caller to finish speaking before responding
  • The instructions are set to respond too quickly

Fix:

  1. Go to your agent instructions.
  2. Add a line like — "Always wait for the caller to finish speaking before responding. Do not interrupt."
  3. Save and run a test call to confirm it feels natural.

This is important — if callers feel interrupted, they get frustrated and hang up. A small change to the instructions usually fixes this completely.

WhatsApp confirmations not being sent to customers​

Possible reasons:

  • WhatsApp Business is not connected in your integrations
  • The caller's phone number was not collected during the call
  • The confirmation message template is not set up

Fix:

  1. Go to Integrations in your HuskyVoice AI dashboard.
  2. Check that WhatsApp Business is connected and active.
  3. Make sure your agent instructions include collecting the caller's phone number — without it, the confirmation cannot be sent.
  4. Check your confirmation message template is saved correctly.

Customers rely on WhatsApp confirmations as proof of their booking. If these are not going out, they will call back to confirm — making more work for your team.

Agent sounds robotic or unnatural​

Possible reasons:

  • The instructions are too formal or scripted
  • The voice selected does not suit the language or tone

Fix:

  1. Rewrite your instructions in a more conversational tone — the way you would actually speak to a customer.
  2. Go to your agent settings and try a different voice.
  3. Run a test call after each change to hear the difference.

Still need help?​

If you have tried the steps above and the issue is still not resolved, reach out to the HuskyVoice AI support team. Have the following ready to help us assist you faster:

  • Your agent name
  • The phone number connected to the agent
  • A description of the issue
  • The time and date of the call where the issue occurred