My Agent Isn't Answering Inbound Calls
The 7 things to check, in order, when a number rings but no AI picks up.
4 min readUpdated 2026-02-19
- Voxinity USD balance — Settings → Billing. If balance is $0, chat & SMS are hard-stopped (and outbound triggers fail). Top up.
- Telephony balance — Phone Numbers page. Calls run on YOUR Twilio/Telnyx account, not Voxinity's. If your carrier balance is zero, the call simply doesn't connect. Top up directly in Twilio/Telnyx, or enable auto-recharge on the carrier side.
- Number assignment — Phone Numbers → confirm the number has an agent assigned (not 'Unassigned').
- Agent status — Agent editor → toggle is 'Live', not 'Paused'.
- Carrier webhook — Voxinity sets the voice webhook automatically when you assign a number. If you've manually edited the number in Twilio/Telnyx after that, re-assign it in Voxinity to repair the webhook.
- Call History — open Call History; if no row exists at all the call never reached us. Suspect carrier config or routing.
- If a row exists but ended in 0 seconds — open the row, check the failure_reason field. Most common: 'agent_not_synced_to_elevenlabs'.
Stuck on agent_not_synced
Admins can force a re-sync from Admin → ElevenLabs Health → Re-sync Agent. This re-pushes the agent's config to ElevenLabs and usually resolves the issue within 30 seconds.
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