The agent can’t hear me on a Web Call
Almost always a microphone permission or transport problem.- Check the browser has microphone permission for the page. If you dismissed the prompt, re-enable it in your browser’s site settings and reload.
- Confirm the page is on HTTPS. Browsers block microphone access on plain HTTP.
- If another app holds the microphone exclusively, close it and reload.
- If the call connects but no audio flows in either direction, try a different network — some corporate firewalls block the UDP traffic WebRTC needs.
The agent answers, but says the wrong thing
Open the run in Tracing. It shows the exact prompt sent to the model, which tools it could see, and what came back — which is usually enough to tell a prompt problem from a tool problem.- If the agent invented a value, check Template Variables — a variable that was never set renders empty.
- If it failed to move on, check the pathway conditions on the node in Editing a Workflow.
A tool call fails during the call
- Check the tool’s URL and method in the tool definition, and that any credentials it needs are attached.
- Tools have a timeout. If your endpoint is slow, the call moves on without the result — see HTTP API tools.
- The trace shows the request body and the response, including the error.
Inbound calls don’t reach my agent
- Confirm the webhook URL is set on the provider’s number, exactly as shown on the provider’s page under Telephony.
- Confirm the number is mapped to a published agent. A draft is not served to live calls.
- Check the provider’s own call logs — if the call never reached BotrixAI, the problem is on the provider side.
My changes aren’t taking effect on calls
Live calls use the published version of an agent, not your draft. Publish the agent after editing.An API request returns 401
The API key is missing, wrong or archived. Generate a fresh one at/api-keys — see API Keys. Keys are shown once at creation.