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Common issues and how to resolve them.

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Authentication Issues

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401 Unauthorized

  • Check if your API key is correct and not expired
  • Verify the header format: x-api-key: YOUR_API_KEY
  • Ensure your API key is active (isActive: true)
  • Request a new API key if issues persist

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403 Forbidden

  • Your account may lack the required permissions
  • Check if your organization status is active

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Call Issues

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Calls Not Connecting

  • Verify the contact’s phone number format (E.164)
  • Check if the DID pool has valid numbers
  • Ensure the program has active status
  • Review dial timeout settings

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Calls Going to Voicemail

  • Enable AMD (enableAMD: true) to detect voicemails
  • Configure the onVoicemail output in your Dial node
  • Consider calling at different times

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Audio Not Playing

  • Verify the audio file exists and is valid
  • Check the audioId in your Play node
  • Ensure dictionary entries exist for dynamic content

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Program Issues

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Program Won’t Start

  • Check if startAt is in the future
  • Verify the audience is not empty
  • Ensure the program status is active
  • Check for existing running executions

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Program Stops Unexpectedly

  • scheduledStopAt may have been reached
  • All contacts may have been processed
  • Check for errors in the flow

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Flow Issues

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Flow Execution Fails

  • Validate your flow using POST /flows/validate
  • Check for missing node connections
  • Ensure all required outputs have targets
  • Verify variable names are correct

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DTMF Input Not Recognized

  • Check timeout settings (default: 30000ms)
  • Verify allowedDigits configuration
  • Ensure multiDigitConfig terminators are correct

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Rate Limiting

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429 Too Many Requests

  • Reduce your request frequency
  • Implement exponential backoff
  • Consider batching operations

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Contact Issues

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Contacts Not Importing

  • Check phone number format (3-20 characters)
  • Verify required fields are present
  • Look for duplicate phone numbers (409 error)

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Invalid Phone Number Errors

  • Use E.164 format: +[country code][number]
  • Ensure phone is 3-20 characters
  • Remove spaces and special characters

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Still Need Help?

  1. Check the FAQ for more answers
  2. Review the API documentation
  3. Contact support with:
    • Organization ID
    • Error message/code
    • Steps to reproduce
    • Timestamp