No audio (can’t hear the other person)
| Check | Fix |
|---|---|
| Microphone permission | Click the lock icon in the address bar → set Microphone to Allow → reload |
| Audio device selection | Open the dialer sidebar → scroll to Audio Device Selector → make sure the correct mic and speaker are selected |
| Browser support | Use Chrome or Edge. Firefox and Safari have limited WebRTC support. |
| Network/firewall | WebRTC requires UDP traffic. Corporate firewalls and VPNs can block it. Ask IT to allow Twilio’s media relay servers. |
| Bluetooth headset | Connect the headset before opening the browser. Some Bluetooth devices don’t appear if connected after page load. |
Call fails immediately
| Check | Fix |
|---|---|
| Twilio not configured | Check the sidebar for a status banner. If you see “Connect your phone system”, go to Settings → Dialer and enter your Twilio credentials. |
| No phone numbers | If you see “Pick a phone number”, provision at least one number in Settings → Dialer → Phone Numbers. |
| Invalid credentials | If you see “Phone system error”, your Twilio Account SID or Auth Token is wrong. Re-enter them in Settings → Dialer. |
| Token expired | Tokens auto-refresh at 50 minutes. If the device shows an error, close and reopen the dialer to force a fresh token. |
| Device not registered | The Twilio Device must be in “Registered” state. If it’s not, the dialer will auto-retry after 5 seconds. Wait for the retry or reload the page. |
Call connects but drops after a few seconds
| Check | Fix |
|---|---|
| TwiML app not configured | The sidebar may show a banner about TwiML configuration. This is an admin-level setting — contact your workspace admin. |
| Network instability | If you see a “Reconnecting…” banner, your internet connection dropped briefly. The dialer auto-reconnects. If it fails, click Reconnect or End Call. |
Transfer fails
| Error | Meaning | Fix |
|---|---|---|
CALL_NOT_ACTIVE | The call ended before the transfer completed | Start a new call — you can’t transfer an ended call |
INVALID_PHONE_NUMBER | The transfer number isn’t valid | Use E.164 format (e.g. +15551112222) |
RECIPIENT_NO_PHONE | The contact you’re transferring to has no phone number | Add a phone number to their contact record first |
UNAUTHORIZED | You don’t have permission | Contact your workspace admin |
Coaching panel shows “No coaching available”
| Check | Fix |
|---|---|
| AI provider not configured | Go to Settings → AI and configure an AI provider (Groq or OpenAI) |
| Call not active | Coaching only activates during an active call, not during ringing or idle |
| API error | Click the Retry button in the coaching panel. If it persists, check your AI provider’s API key and quota. |
Live transcript not appearing
| Check | Fix |
|---|---|
| WebSocket blocked | The transcript uses a WebSocket connection. Some corporate firewalls block WebSocket traffic. |
| Gray dot in transcript panel | The connection is disconnected. It auto-reconnects up to 5 times with exponential backoff. If it stays gray, reload the page. |
| Call not active | Transcript only streams during active calls |
Recordings not playing
| Check | Fix |
|---|---|
| Recording not enabled | Call recording must be enabled in workspace settings |
| Recording still processing | Twilio takes a few seconds to process recordings after a call ends. Wait and refresh. |
| Browser audio blocked | Some browsers block audio autoplay. Click the play button manually. |
Queue not advancing
| Check | Fix |
|---|---|
| Auto-advance disabled | Open queue settings (gear icon) and make sure Auto-advance is toggled on |
| Queue paused | Check if the queue status shows “Paused”. Press Space to resume. |
| All contacts exhausted | If every contact has reached max attempts, the queue completes. Click Restart to reset. |
| DNC filtered | If many contacts are on the DNC list, the queue may skip through them quickly. Check the dncFilteredCount in the queue panel. |
Dialer won’t open
| Check | Fix |
|---|---|
| Keyboard shortcut conflict | Another extension or app may be capturing Cmd+D. Try clicking the phone icon in the nav bar instead. |
| JavaScript error | Open browser DevTools (F12) → Console tab → look for errors. Report them to support. |
Still stuck?
- Open browser DevTools (F12) → Console tab
- Look for red error messages
- Check the Network tab for failed API calls (especially to
/v1/voice/token,/v1/calls/, or/v1/coaching/) - Note the error message and contact support
Next steps
- Getting Started — verify your setup from scratch
- Set Up Twilio — reconfigure Twilio if needed