FAQ & troubleshooting
Answers to common questions, plus troubleshooting for the things people hit most often. Can't find it here? Email [email protected] or ask the in-dashboard Co-pilot.
Getting started
Do I need to write code?
No. You build, configure, and test agents entirely from the dashboard. Code is optional — for embedding the chat widget or receiving webhooks (see the API reference).
How much does it cost?
Callable uses a monthly plan plus pay-as-you-go usage. See the Pricing page for current plans, and Plans & billing for how usage is metered.
Voice agent vs chat agent — which do I pick?
Pick Voice if the agent should answer or make phone calls. Pick Chat if it should run on your website. You choose the type when you create the agent. See Agents.
Agents & answers
My agent gives wrong or vague answers.
Two fixes: tighten the system prompt (be specific about what it should and shouldn't say) and add Knowledge Base content (your real hours, services, policies). The agent grounds its answers in both. See Prompt & business info and Knowledge Base.
How do I change the greeting, hours, or services?
On the agent's Agent tab — edit the greeting/first message and the business-info fields (hours, services, FAQs). Changes take effect on the next call or chat.
The agent made up business hours / details.
That usually means the info wasn't set. Fill in the hours/services fields and add authoritative Knowledge Base sources, and instruct the prompt to say it will check rather than guess when unsure.
Phone calls
I answer the call but the agent can't hear me (one-way audio).
The agent's greeting plays but it doesn't respond to you. This is almost always a carrier/number routing issue on that specific number — the caller's audio isn't reaching the platform. Try a different number, and if it persists on a bought number, contact [email protected] so we can check the route with the carrier. It is not a settings problem you need to fix in the dashboard.
Replies feel slow / delayed.
Replies stream sentence-by-sentence and should begin about a second after you stop talking. If you experience long gaps, check your own network/phone connection first; persistent delays are worth reporting to support.
Can the caller interrupt the agent?
Yes — barge-in is on. If the caller starts talking while the agent is speaking, the agent stops and listens.
Phone numbers
How do I get a phone number?
Buy one directly on the Phone numbers page (Telnyx, the built-in provider). To use Twilio or SignalWire, connect your own account in Integrations first. See Phone numbers.
Can I use a number I already own?
Yes — import it on the Phone numbers page (on Telnyx, or via your connected Twilio/SignalWire account), then attach an agent to it.
Campaigns & results
Where do I see call recordings and transcripts?
Open a campaign's Results view and expand any lead: you'll see the status, a recording player with a Download button, and the full transcript. Results appear the moment a call ends. See Results & CRM.
The recording won't download / play.
Recordings are stored durably and served through a signed link. If a specific recording is missing, it may pre-date a deploy; new calls are always saved. Contact support if a recent recording is missing.
Billing, data & security
How is usage metered?
Your LLM and voice usage is metered against your plan's monthly budget and shown on the dashboard usage meter. See Plans & billing.
Is my data private?
Yes. Your workspace data is isolated to your account, integration secrets are stored encrypted, and you can enable two-factor auth. See Security.
Getting help
- Email: [email protected]
- In-app: open the Co-pilot in the dashboard — it can answer questions about Callable and about your own account (plan, spend, agents, numbers).