Voice debugging¶
Voice investigation
When a call goes wrong, debug the transcript, routing decision, assistant response, tool calls, and knowledge hits before rewriting the workflow.
Find the failed layer first; then make the smallest useful change.
Voice debugging helps you understand what happened during a live voice conversation.
Use it when a call does not behave as expected, for example when routing is wrong, a tool is not used, or forwarding fails.
What to look for¶
Useful debugging information includes:
- greeting behavior,
- speech recognition and transcript,
- routing decisions,
- selected agent or flow,
- assistant responses,
- tool calls,
- knowledge-base hits,
- forwarding attempts,
- errors or timeouts.
Debugging workflow¶
- Reproduce the call with a short test scenario.
- Open the relevant voice or flow debug view.
- Check the transcript first.
- Check routing decisions if the call reached the wrong agent.
- Check tool calls if forwarding, SMS, email, or API behavior failed.
- Check the prompt and knowledge base only after you understand where the call went wrong.
- Change one thing and test again.
Common findings¶
| Symptom | Likely cause | What to check |
|---|---|---|
| Wrong agent answers | Routing prompt or time override issue | Routing decisions and phone number route |
| Agent misunderstood caller | Speech recognition or unclear caller phrasing | Transcript |
| Tool did not run | Prompt did not clearly trigger the tool | Tool call section and prompt |
| Forwarding failed | Target, timeout, or recipient decision | Forwarding target and call status |
| Knowledge answer missing | Knowledge not retrieved or content missing | Knowledge hits and source documents |
Exporting debug context¶
If the platform provides an export or snapshot, include it when asking for support.
A useful support report includes:
- tenant or workspace name,
- agent or flow name,
- approximate call time,
- what you expected,
- what actually happened,
- debug snapshot or transcript,
- recent prompt or routing changes.
Debug before rewriting
Do not rewrite the whole prompt until you know whether the problem was routing, speech recognition, tool configuration, knowledge retrieval, or instruction following.