# The AI agent doesn't answer or gets it wrong “No number”, “No voice”, minutes used up, vague instructions: what to check. - Role: Manager - Duration: 4 min - On: Web, Mac - Learning Centre: https://callizy.ca/en/apprendre/agent-ia-ne-repond-pas - Open this screen in Callizy: https://app.callizy.ca/en/manager?view=ai-agents ## Before you start - Be a manager of the Callizy account. - An AI agent already created. ## Step by step 7 steps, about 4 min. Screenshots show Callizy in French. Button names are given in English. ### 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. Menu: Administration › AI voice agents ### 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. 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. 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. 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. 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. 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](https://callizy.ca/en/apprendre/minutes-ia). ### 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](https://callizy.ca/en/apprendre/connaissances-agent). 2. For prices or availability: see [Create a reference table](https://callizy.ca/en/apprendre/table-de-reference). 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](https://callizy.ca/en/apprendre/transfert-humain). ### 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](https://callizy.ca/en/apprendre/acheter-un-numero). ### 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](https://callizy.ca/en/apprendre/relire-conversations). Updated October 29, 2026.