--- title: "Troubleshooting AI Calling" description: "Why Is My AI Not Answering Inbound Calls or Not Making Outbound Calls?" url: https://support.agentsuite.ai/en/articles/183-troubleshooting-ai-calling collection: "Troubleshooting and Help" updated: 2026-11-06 language: en --- # Troubleshooting AI Calling Why Is My AI Not Answering Inbound Calls or Not Making Outbound Calls? ## **1\. Check Wallet Balance and Payments (Most Common Issue!)** - **Inbound & Outbound calls** will not work if your wallet balance is at **zero or negative**. - **Where to check: ** - Bottom left of your dashboard—if you see the wallet balance, ensure it is positive. - If you don’t see a wallet (you aren’t responsible for balance), the issue might be elsewhere or with your agency account. - **Auto Top-Off: ** - Make sure **auto-reload** or **auto-refill** is enabled. This prevents unexpected outages. - **How to fix: ** - Go to **Settings > Billing**, connect a payment method, and activate auto payments. * * * ## **2\. For Inbound Calls:** - **Very rare** for inbound not to work unless it's a balance/payment issue. - If the balance is fine and still not working, **contact your agency/support**. * * * ## **3\. For Outbound Calls: Step-by-Step Checklist** ### **a. Is a Phone Number Connected to the AI Assistant?** - In your **AI Assistant Editor**, top right, make sure a phone number is shown. - If it’s an imported number (Twilio, Telnyx, etc.), verify that your SIP trunk and number import steps are complete. ### **b. Check Your Outbound Workflow** - Go to **CRM > Automations** and open the workflow that should trigger the outbound call. - Confirm that the action “Make AI Call” is present. - Double-check the **Assistant ID**: - Copy it again from your assistant’s settings and paste—**no extra spaces**! - If using a **number pool**, verify the pool ID is correct and that pool contains active numbers. ### **c. Test & Inspect Execution Logs** - **Test Workflow: ** - Use the workflow’s “Test” feature, select a real contact (with a valid number), and run the test. - **Execution Logs: ** - In your automation, go to **Execution Logs**. - Look for the contact and the “Make AI Call” action. - **Was it successful or failed? ** - If **failed**, note the error code/message. #### **Common Error Codes:** - **No Balance:** Fix by adding funds/turning on auto-refill. - **Carrier Rejected:** Might be an issue with the phone number or phone carrier—See specific Carrier Rejected documentation. - **Dial Failed:** Double-check the target phone number and ensure the assistant has a connected number. - **Concurrency Limit:** Too many calls attempted at once—see tips below. * * * ## **4\. Bulk Calls & Concurrency Limits** - **Twilio’s default limit:** ~2 calls per second. - If you push tens of contacts into a workflow at the same time, calls may fail. - **Solution: ** - Use a **drip action** at the start of the workflow (e.g., 1 call every 0.1 minute = ~7 sec spacing). - For larger scale, use a **number pool** (multiple numbers rotate). - For very high volume, request a higher concurrency rate from your telephony provider. * * * ## **5\. Call Center Log Checks** - Go to **Call Center > Call List Tab**. - Search for the failed call(s). - Check the **status** column: - **"Fail Call" / "Dial Failed" / "Carrier Rejected"**: - Carrier rejected: Check number format, carrier restrictions, or regulatory issues. - Dial failed: Verify numbers, ensure phone is connected. - **"Concurrency Reached"**: Too many calls at once, reduce batch size or add more numbers. * * * ## **6\. Single vs. Bulk Contact Testing** - **Single contact** failed? Focus on wallet, phone number, assistant ID, and logs. - **Bulk contacts** failed? Most likely concurrency/volume—drip, pool, or carrier limits. * * * ## 🚦 **Quick Checklist**

Step

Action

Wallet Balance

Ensure balance > $0, payment method linked, auto top-off enabled

Assistant Number

Phone number connected? (Platform/imported, verified, not expired)

Workflow Setup

“Make AI Call” action present, Assistant ID correct, no extra spaces

Test & Logs

Test with real contact, review execution logs for success/failure & error codes

Bulk Call Volume

Add drip step (slow down), use number pool for >20-50 calls/day

Call Center Logs

Look for call status: Fail, Carrier Rejected, Concurrency; follow appropriate fix

 

 

* * * ## 🆘 **Still Not Working?** If after all these checks it’s **still not working**, **contact Agent Suite:** - The error code or log message from the execution logs. - If the issue is for a single contact or a bulk batch.