Common Issues

Cause 1: Phone Number Not Properly Configured

Solution:

1. Go to Agents → Select your agent → Phone Number tab
2. Verify phone number is assigned and active
3. Check Status shows "Active" (not "Pending" or "Disconnected")
4. If "Pending": Complete phone number verification process
5. If "Disconnected": Reconnect phone number or provision new one

Cause 2: Voice Platform Integration Disconnected

Solution:

1. Navigate to Integrations → Voice AI Platforms
2. Check connection status for Vapi or Retell
3. If disconnected (red indicator):
   • Click "Reconnect"
   • Re-enter API key
   • Click "Verify Connection"
   • Wait for green "Connected" status
4. Return to agent and test with a call

Cause 3: Business Hours Restrictions

Solution:

1. Go to Agents → Select your agent → Settings
2. Check "Business Hours" configuration
3. Verify current time falls within configured hours
4. If testing outside hours:
   • Enable "24/7 Availability" temporarily, OR
   • Adjust business hours to include current time
5. Save changes and test immediately

Cause 4: Account Suspended Due to Payment

Solution:

1. Check email for billing notifications
2. Go to Settings → Billing
3. Verify payment method is valid
4. Update payment information if expired
5. Pay any outstanding invoices
6. Service resumes within 15 minutes of payment

Cause 5: Voice Platform Credits Exhausted

Solution:

1. Log into your Vapi or Retell account
2. Check available credits/balance
3. Add credits if depleted
4. Return to Ayra and test within 5 minutes

Cause 1: Poor Audio Quality

Solution - Check Audio Settings:

1. Go to Agents → Select agent → Voice Settings
2. Try different voice provider (switch between Vapi and Retell)
3. Adjust speech recognition settings:
   • Enable "Enhanced speech recognition" if available
   • Enable "Noise cancellation"
   • Adjust "Speech detection sensitivity"
4. Test from different phones (mobile, landline, VoIP)
5. Test from quiet environment vs. noisy environment

Solution - Voice Platform Configuration:

1. Log into Vapi/Retell dashboard
2. Check voice model settings
3. Try different voice models (some handle accents better)
4. Enable "Enhanced" or "Premium" speech recognition if available
5. Check for voice platform service incidents

Cause 2: System Prompt Too Vague or Complex

Solution - Simplify System Prompt:

1. Go to Agents → Select agent → Configuration
2. Review system prompt for clarity
3. Common problems:
   • Too many conflicting instructions
   • Vague language ("be helpful")
   • Complex conditional logic
   • Very long prompts (>1000 words)
4. Improvements:

   ❌ BAD - Vague:

   "Help customers with their questions and be friendly"

   ✅ GOOD - Specific:

   "You help customers check order status and schedule appointments. For order status: Ask for order number or email. For appointments: Check availability and book time slot."

5. Break complex logic into clear if/then scenarios
6. Test after each change

Cause 3: Knowledge Base Issues

Solution - Audit Knowledge Base:

1. Go to Agents → Select agent → Knowledge Base
2. Review entries for:
   • Outdated information
   • Conflicting information
   • Unclear or ambiguous wording
   • Missing common questions
3. Fix ambiguities:

   ❌ BAD - Ambiguous:

   Q: How long does shipping take?
   A: It depends.

   ✅ GOOD - Specific:

   Q: How long does shipping take?
   A: Standard shipping: 5-7 business days
   Express shipping: 2-3 business days
   International: 10-20 business days

4. Add missing FAQs based on actual call transcripts
5. Remove outdated or contradictory entries

Cause 1: Integration Disconnected

Solution:

1. Go to Integrations → Calendar & Scheduling
2. Check Google Calendar or Outlook connection status
3. If "Disconnected" (red icon):
   • Click "Reconnect"
   • Re-authenticate with Google/Microsoft
   • Grant all required permissions (especially "Manage calendar events")
   • Verify connection shows "Connected" (green)

Cause 2: Wrong Calendar Selected

Solution:

1. Integrations → Calendar → Settings
2. Verify correct calendar is selected
3. Click "Test Connection"
4. Book test appointment and verify it appears in calendar

Solutions:

1. Verify Card Details: Go to Settings → Billing → Payment Methods. Check card number, expiration date, CVV, and billing ZIP code.
2. Check with Bank: Contact credit card company to verify transaction wasn't blocked.
3. Update Payment Method: Add new payment method and set as default, then retry failed invoice.
4. Alternative Payment Methods: Try different credit card, PayPal, or ACH/Bank transfer.
5. Contact Support: Email billing@ayra.ai with account details if issues persist.

Solutions:

1. Check Internet Connection: Run speed test, verify download speed >5 Mbps, latency <100ms.
2. Browser Issues: Clear browser cache, disable extensions, update browser to latest version.
3. Reduce Data Load: Narrow date ranges, filter conversations, use pagination (25 items per page).
4. Check Ayra Status: Visit status.ayra.ai for service incidents or degraded performance.
5. Try Different Browser: Test in Chrome, Firefox, or Edge, or try incognito/private mode.

Solutions:

1. Change Voice: Go to Agents → Voice Settings, select different voice, try voices from different providers.
2. Adjust Voice Parameters: Adjust stability (0.7-0.8), similarity (0.6-0.7), style (0.3-0.5).
3. Check Network Quality: Test from different locations and networks (office, mobile, home Wi-Fi).
4. Voice Platform Settings: Log into Vapi or Retell dashboard, check audio codec and bitrate settings.
5. Report Persistent Issues: Record example conversation and email support@ayra.ai with details.