Troubleshooting call flows

Symptoms, likely causes, and what to check first.

Calls never reach the flow

• The flow is saved but not published — publish it, then retest
• The inbound route still points at an IVR, queue, or extension
• The DID on the inbound route does not match the number the carrier delivers

The call drops silently mid-flow

• An unconnected branch — run Validate and connect no-input, invalid-input, and error branches
• A Condition where no rule matched and there is no false branch
• A Loop that finished its iterations with nothing wired to the exit

Prompts do not play or play in the wrong language

• The recording was deleted after the flow referenced it
• A Language component later in the flow overrides an earlier one — set language before the first prompt
• Text-to-speech quota exhausted; check AI usage

Business hours branch is wrong

• System time zone differs from the office time zone
• A holiday entry from a previous year is still active
• The flow references a different business-hours profile than you edited

HTTP Request or Database Access fails

• Endpoint not reachable from the PBX, or TLS certificate not trusted
• Response is not JSON, or the field path in the mapping does not exist
• Request exceeds the timeout — shorten it and wire an error branch that transfers to an agent

Where to look next

Use the test trace to see the exact node where the call ended and the variable values at that point. For live calls, check Reports > CDR — the call flow name and the last node appear on the record.