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This guide covers the most common Voice AI issues and how to resolve them.
Voice AI agent creation with agent name, direction, and phone setup
Call direction setting showing inbound, outbound, or both options

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Call connectivity issues

  • Verify your Voice AI agent is active (not paused or in test mode)
  • Check that the phone number is correctly assigned to the agent
  • Confirm your agent availability schedule includes the current time and timezone
  • Check that failover settings are not routing calls away from the agent
The most common cause is a timezone mismatch. Double-check that your agent timezone setting matches your actual business timezone. Go to your agent settings and verify the timezone under the Availability section.
Agent availability and timezone settings
If calls are frequently routing to your failover number instead of the AI agent:
  • Check your internet connection stability
  • Verify the agent is not hitting concurrent call limits
  • Review the agent response time
  • Contact support if the issue persists

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Audio quality issues

  • Check your text-to-speech voice selection
  • Reduce the complexity of your system prompt to speed up response generation
  • Verify the caller phone connection quality
  • Review speech-to-text language settings to ensure they match the caller language
  • Check for background noise guidance in your system prompt
  • Add common misheard phrases or names to your prompt for clarification handling

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Appointment booking issues

Voice AI agent voice and language configuration
  • Verify the calendar is connected and active
  • Check that the calendar has availability configured for the relevant time periods
  • Confirm the agent is referencing the correct calendar ID
  • Check timezone settings on both the agent and the calendar
  • Verify the agent prompt includes clear instructions for timezone handling

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Getting more help

If you have tried the steps above and the issue persists, contact HoopAI support at hi@hoopai.com with:
Knowledge base attachment for Voice AI agent
Knowledge base selection in advanced mode settings
  • Your agent ID
  • A description of the issue
  • Relevant call logs or timestamps

Phone setup

Review phone number configuration

Testing and debugging

Test your agent before going live
Last modified on March 5, 2026