Test and operate
Troubleshoot a conversation
Work from the symptom to the provider, release, permission, channel or balance that needs attention.
Start with the call or message record. Note the organisation, channel, assistant version, time and displayed failure. Change one setting at a time and repeat the smallest relevant test.
Common symptoms
| Symptom | First checks | Next step |
|---|---|---|
| No model or voice can be selected | Organisation, integration availability and configured credentials. | Connect providers. |
| Call fails before audio starts | Provider test results, available call lines, AI credits and USD reservation. | Check billing and the startup failure in Logs. |
| Browser microphone fails | HTTPS/localhost, browser permission, device and network access. | Test Talk, then the actual widget origin. |
| Audio connects but no reply | Transcription language/model, input device and failed stage. | Test a sample WAV and inspect stage timing. |
| Assistant speaks over pauses or interrupts too early | Turn completion, silence timing and interruption settings. | Tune speech with representative audio. |
| Talk works but a customer channel differs | Saved draft versus publication, selected channel assistant and public document/tool permissions. | Publish and start a new customer session. |
| Knowledge is missing | Ready version, assistant selection, public disclosure, review status and expiry. | Review knowledge and test a cited answer. |
| Tool is unavailable or rejected | Published assignment, integration credentials, current schema and permission. | Review tools; do not retry an uncertain action blindly. |
| Widget rejects the website | Exact origin including scheme/subdomain, publication and session expiry. | Correct the allowed origin and restart the session. |
| Phone number does not reach Sigsen | Ownership, provider route and assigned published assistant. | Check phone setup, then contact support. |
| WhatsApp receives no messages | Verified phone ID, callback, subscriptions and enabled channel. | Check WhatsApp setup. |
| WhatsApp reply is blocked | Last customer message, 24-hour window and delivery failure. | Use the supported conversation window; inspect Inbox. |
| New usage is blocked | Available balances, reservations, monthly cap and concurrent lines. | Review billing. |
| Outcome or webhook is absent | Consent, configured event/output, analysis state and delivery attempts. | Check artifacts and webhooks. |
Ask for help with useful evidence
Include the workspace name, assistant/call ID, time with timezone, channel, version and a short reproduction. Mention whether a fresh provider test succeeds and whether the failure happens in Talk or only on the customer channel.
Do not include API keys, access tokens or signing secrets. Share only the conversation details needed to reproduce the problem.
Once corrected, add the failure to an evaluation scenario and publish the tested change.