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Troubleshooting

Fixes for the most common Chatley problems — calls not connecting, agents not answering correctly, bookings not appearing, and webhooks not arriving.

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Start here when something is not behaving. Each section names the symptom as you would see it, not the subsystem behind it.

Calls​

The number rings but no agent answers​

Work down in this order:

  1. Is a number assigned to the agent? An agent without a number cannot receive anything — check the agent's configuration under Agents.
  2. Is the agent published? Draft changes do not affect live calls until published.
  3. Is the number pointed at Chatley? If you brought your own number, its provider still needs to route to Chatley — see Inbound calls.

Outbound calls are blocked with "DNC Compliance Required"​

The agent has not accepted the DNC attestation. Accept it on the agent, then retry — Compliance walks through it.

Calls connect but the caller hears silence​

Usually a voice that has not finished loading or an agent with no opening line. Confirm a voice is assigned on Voices, then test with Talk to Assistant before calling the real number.

A call ends abruptly​

Check the call in Insights for its outcome, and listen to the recording. Abrupt endings are most often a transfer target that did not answer — see Call transfer.

Agent behaviour​

The agent answers questions wrongly, or makes things up​

The agent only knows what you have given it. Attach the relevant material to its knowledge base, and be specific in its instructions about what to do when it does not know — without that, a model will tend to guess.

Test the exact phrasing that failed

Reproduce it in Talk to Assistant rather than by placing repeated live calls. It is faster and it does not call a real person.

The agent ignores an instruction​

Long instructions bury the important parts. Put the non-negotiable rules first, keep them short and literal, and prefer a template that already works over rewriting from scratch.

Captured fields come back empty​

Structured outputs only fill when the agent actually obtains the value. If a field is frequently empty, the agent is probably not asking for it — say so explicitly in the instructions.

Bookings​

A call went well but no appointment appears​

  1. Confirm the calendar is still connected — tokens expire. See Integrations.
  2. Confirm the agent has booking enabled and a calendar selected.
  3. Check Appointments — the booking may exist on a different calendar than the one you are looking at.

Webhooks and leads​

Webhook events are not arriving​

  • Confirm the endpoint is reachable from the public internet over HTTPS.
  • Return a 2xx quickly; a slow endpoint reads as a failure.
  • Check whether your endpoint returned an error — see Webhooks.

Leads are captured but do not reach the CRM​

The capture and the delivery are separate steps. Confirm the lead exists in Lead capture first — if it does, the problem is the webhook.

Quotes​

The agent says it can't price a job​

The job isn't on your price list, or none of its names match what the customer said. Add the job, or add the customer's wording under Other ways callers say it, in Price list. Until then those requests come to you as Needs inspection.

I don't get approval texts or emails​

Check Approvals under Quote Agent → Channels & settings. Approval texts are sent from the agent's phone number, so an agent without a number sends email only. A blank approver email uses the workspace owner's email.

The customer didn't get the quote by text​

Texts need the agent to have a phone number registered for business texting, and the customer must not have replied STOP. The email still goes out. Open the quote — its history shows how it was delivered.

An existing agent doesn't quote​

Click Turn on quoting for it under Channels & settings → Phone and chat, then add the line shown there to its instructions and publish. See Use an agent you already have.

API​

A request returns 401​

The key is missing, malformed, or revoked. The header format is in Authentication. A key pasted with a trailing space is the most common cause.

Still stuck​

Have this ready and it will be resolved considerably faster:

  • the call ID or agent name, and roughly when it happened;
  • what you expected, and what happened instead;
  • whether it happens every time or intermittently.