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The AI agent doesn't answer or gets it wrong

“No number”, “No voice”, minutes used up, vague instructions: what to check.

Role : ManagerDuration : 4 minOn : Web, Mac

Before you start

  • Be a manager of the Callizy account.
  • An AI agent already created.

Step by step

7 steps, about 4 min
  1. 1

    Read the badge on its card

    10 s

    In AI voice agents, each card has a badge. Ready: everything is connected. No number: the agent answers no line. Paused: it’s turned off and takes no calls. To finish: an agent that calls for you has no calendar, or can neither cancel nor move an appointment.

    Administration/AI voice agents

    Open this screen in Callizy
  2. 2

    Connect it to a line

    30 s

    The card says “Not answering any line”? Click Connect and choose when it answers. Always: day and night. Outside opening hours: your team by day, the agent when closed. When nobody answers: your team rings for 30 seconds, then the agent takes over.

  3. 3

    Check its voice

    20 s

    Under its name, “No voice” means no voice is chosen. Open the agent, click the voice, pick one, then Update.

  4. 4

    Test it

    1 min

    On its card, click Test, then Call me: the agent calls your phone. You hear what your customers hear. The button is grayed out? The agent is paused.

  5. 5

    Review its calls

    1 min

    In its card’s menu, Call history: each conversation with its summary and its Transcript. Spot where it goes wrong.

  6. 6

    Fix its instructions

    2 min

    Open the agent. Behavior: First message and Personality and instructions; tell it what to do, in simple sentences. Knowledge: your pages, services and prices. Actions: Reference tables, to read a price instead of guessing, and Call transfers. Then Update.

  7. 7

    Test again

    30 s

    Test, then ask the question that caused trouble. A change went wrong? Change history, at the top of the agent, undoes it.

Key points

  • An agent only answers on a line it’s connected to: its card says so.
  • It only knows what’s in its instructions and its knowledge.
  • Check every fix with Test, then in its call history.

Not working?

Callizy shows “No number”
  1. Click Connect on its card, then choose when it answers.
Callizy shows “No voice”
  1. Open the agent, pick a voice, then Update.
Callizy shows “Paused”
  1. The agent is turned off: it takes no calls and Test is grayed out.
  2. To turn it back on, contact support.
The call goes to voicemail instead of the agent
  1. Its badge must say Ready.
  2. In Outside opening hours mode, your team answers during business hours.
  3. Without an active subscription or prepaid minutes, the agent stops taking calls: the caller gets voicemail. See Understand AI minutes and the Receptionist plans.
Callizy shows “Sorry, our virtual assistant is not available right now.”
  1. The caller hears this sentence during a temporary outage, then the call hangs up.
  2. Test the agent with Test. If it happens again, contact support.
It makes up an answer or a price
  1. Add the right information in Knowledge: see Give the agent knowledge.
  2. For prices or availability: see Create a reference table.
  3. In Personality and instructions, tell it what to say when it doesn’t know.
It doesn’t transfer the call
  1. Actions tab, Call transfers: click Add transfer. See Have the call transferred to a person.
Callizy shows “This agent can’t send SMS”
  1. In the agent, choose its Sender number for SMS, then Update.
Callizy shows “Your company has no phone number yet: the agent has no line to call you from.”
  1. Buy a number: see Buy a local or toll-free number.
Callizy shows “A test call is already in progress for this agent.”
  1. Wait for the current test to end, then start it again.
Callizy shows “Outbound calls are suspended (payment pending).”
  1. The account owner pays the invoice in Settings, Billing.

Frequently asked questions

Does the agent stop when the AI minutes run out?
No, as long as the subscription is active: extra minutes are added to the next invoice. The owner follows them in Settings, Billing, AI minutes card.
Can I test the agent in the browser?
No: Test rings your phone, so you hear exactly what your customers will hear.
Can I go back to an earlier version?
Yes: Change history, then Go back to before this change. See Review conversations and go back to a previous version.

Updated October 29, 2026

PreviousMy texts won't sendNext “Tab inactive”: take back the phone

Go further

Create and test your AI receptionistName, language, voice, first message and instructions, then a test call to your cell phone.2:08Give the agent knowledgeImport your website or write pages so its answers are accurate.2:28Understand AI minutes and the Receptionist plans30 minutes per user per month, then the Receptionist plans.Guide