Voice agent troubleshooting
Common voice agent issues and how to resolve them.
Most voice agent issues come down to one of five things: the agent is not live yet, your catalog is out of date, no human handoff is set, the AI read a mood differently than you would, or a booking landed somewhere you did not expect. This page walks through each, with the exact fix. If none of these solve it, jump to Getting help.
Start with the Calls page
Open Calls first. It tells you whether calls are arriving at all, and the summary, sentiment, and outcome of each one. Most answers are visible there before you change a single setting.
No calls are arriving
If your Calls page is empty or a test call never showed up, work through these in order.
Check that your agent is live
A new agent is built and connected by MAZZA during onboarding. Until that is finished, your phone line is not yet routed to the agent and nothing will appear in Calls. The Calls page shows "No calls yet" until your first call lands. If you have just signed up, confirm your go-live date with your account manager.
Make a test call yourself
Call your business number from a different phone. Wait a moment, then refresh the Calls page. A live agent answers instantly and the call appears within seconds of hanging up.
If the test call did not connect
This is almost always a number-routing issue on the phone line, not something you can fix from the dashboard. Contact MAZZA so we can check the routing for you.
Routing is set up for you
Your business number is connected to the agent by MAZZA. You do not configure routing yourself. If calls ring through to your old line or go unanswered, that is a routing problem for us to fix, so reach out rather than changing your phone settings.
For a deeper checklist, see Calls are not arriving.
The agent quoted the wrong price or availability
The agent does not work from a fixed script for prices and availability. It reads them live from your catalog on every call. So if a quote was wrong, the fix is to correct the source, and the agent picks it up on the next call automatically.
| Field | Type | Description |
|---|---|---|
| Wrong price or rateYou control | fix in catalog | Update the item in Your fleet and catalog. The agent quotes from there. |
| Wrong availabilityYou control | fix in calendar | Check your availability rules and existing bookings. The agent checks real-time availability before offering a slot. |
| Wrong policy answerYou control | fix in profile | Update your business profile and policies (deposits, fees, hours, requirements). |
Changes sync automatically
When you edit your fleet, prices, hours, or policies, the agent uses the new values on the next call. There is no separate publish or sync step. See How your catalog powers the agents.
If a price was right in your catalog but the agent still quoted something different, capture the call (note the date, time, and number) and send it to MAZZA so we can review the agent's behaviour.
A caller could not reach a human
The agent can offer to transfer a caller to a person when it cannot resolve the request. That only works if you have set an escalation number. You control this yourself in Settings.
Open Settings and find Escalation numbers
In your dashboard, go to Settings and look for the Escalation numbers card. This is where the agent learns who to transfer a caller to.
Set your In-hours number
Enter the phone number that should receive transfers during your working hours. Without it, the agent has nowhere to send the caller, so it cannot transfer.
Add an After-hours number if you want one
The After-hours field is optional. Set it if a different person or line should take transfers outside working hours. Leave it blank to keep the current behaviour.
Catch follow-ups even without a transfer
Even when no one is available to take a live transfer, no lead is lost. The agent still captures the caller's details as a lead or booking, so your team can call back. You can also set an automation to alert your team the moment a call needs a human.
The sentiment reading looks wrong
Each call gets a sentiment of Positive, Neutral, or Negative. This is an AI estimate of the caller's mood, not a fact. It is a quick signal to help you spot calls worth reviewing, not a score to manage by.
Sentiment is an estimate
A short, businesslike call may read as Neutral even if it went well. A polite caller raising a problem may read as Negative. When in doubt, open the call and read the summary. The summary is the most reliable record of what happened.
You cannot edit a call's sentiment, and there is no need to. Use the Sentiment filter on the Calls page to scan for Negative calls and follow up where it matters.
A booking from a call is missing
The booking is almost always there. It is usually filtered out of view or sitting in a status you were not looking at.
Check the Pending status first
Bookings the agent creates from a call land as Pending unless you have Auto-confirm agent bookings turned on. If your Bookings view is filtered to Confirmed only, a Pending booking will not show. Switch the status filter to All or Pending.
Open the call and look for the linked booking
Every booking the agent makes is linked back to the call it came from. Open the call in Calls and check whether a booking is attached.
Check the Bookings trash
If someone deleted the booking, it is recoverable. Look in Trash and restore and restore it.
Pending vs auto-confirm
By default, calls create Pending bookings so your team can confirm them. If you would rather have the agent confirm bookings automatically, turn on Auto-confirm agent bookings in Settings. When it is on, agent bookings skip the pending queue and land as Confirmed. When it is off, the manual review gate stays in place.
If the call clearly intended a booking but none was created, the caller may not have given every required detail, so the agent saved a lead instead. Open the call summary to see what was captured.
Quick answers
How long after a call should it appear?
Within a few seconds of the call ending. If a finished call is still missing after a minute or two, refresh the page. If it never appears, contact MAZZA.
Why does a call show the caller as Unknown?
The agent did not capture a name, usually on a very short or dropped call. The phone number is still recorded, so you can follow up.
Can I change the agent's voice, script, or language myself?
No. MAZZA sets up and tunes those for you. To change them, contact your account manager. You control the business rules: your fleet, prices, hours, and policies. See Configuring your agent.
Why was a short call marked as missed?
A very short call (under about ten seconds) that produced no booking is treated as missed, so you can catch it and call back. If a real conversation was mislabelled, open it and read the summary, then let us know.
Where are the call recordings?
MAZZA does not retain call audio in line with UAE privacy law. Your dashboard keeps the summary, outcome, and details instead. See Recordings and privacy.
Still stuck?
If you have worked through the relevant section above and the issue remains, we are happy to help. The fastest way is to note the call's date, time, and phone number so we can look it up. Then reach out through Getting help, email contact@mazzaai.com, or message us on WhatsApp.
Last updated June 2026