--- title: "Troubleshooting" slug: "chloe-troubleshooting" updated: 2026-06-03T02:34:33Z published: 2026-06-03T02:34:33Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.close.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting ## Chloe isn't making any calls Work through this checklist in order: 1. **Is the Voice Agent activated?** Draft Voice Agents will not place calls. Open the Voice Agent and confirm the status shows Active, not Draft. 2. **Does the organization have sufficient AI credits?** Check your credit balance in **Settings > AI Credits**. Calls will not place if the balance is zero. 3. **Do the leads have valid US or Canadian phone numbers?** Chloe can only call US and Canadian numbers. Calls to numbers outside these countries will error and not connect. 4. **Is the phone number assigned to the Voice Agent active?** Go to the Voice Agent's **Settings** tab and confirm the Group Number is assigned and active in your account. 5. **Is the Voice Agent included in a Workflow or Batch call?** Chloe only calls when triggered. Confirm the Workflow is on and enrolled leads match the trigger conditions, or that a Batch session has been started. 6. **Check the Calls tab for Error dispositions.** Open the Voice Agent, go to **Calls**, and filter by Error. Open individual call records on the lead page for the specific error reason. --- ## A call is showing as an Error | Error type | Cause | What to do | | --- | --- | --- | | **Insufficient balance** | Not enough AI credits | Top up credits in **Settings > AI Credits** | | **Phone number import failed** | The contact's number couldn't be synced to the calling system | Check the number format on the contact record; remove and re-add if needed | | **Dynamic variables failed** | A variable (for example: `{{contact.first_name}}`) failed to resolve at call start | Check that the variable exists on the lead/contact record being called; review the prompt for any typos in variable syntax | | **Initiation failed** | The call couldn't be started | Check the phone number is valid and active; contact support if the issue persists | | **Workflow execution timeout** | A post-call Workflow step timed out | Review the Workflow steps that run after the call ends; simplify or remove steps that may be causing delays | | **Termination timeout** | The call was stuck for more than 10 minutes | Usually caused by a call that didn't end properly; review the call record and contact support if recurring | --- ## The transcript or summary hasn't appeared Post-call processing takes a few minutes after the call ends. If the transcript has not appeared after 20 minutes, contact support@close.com with the lead URL and approximate call time. --- ## Chloe is using the wrong company name on Test Calls Test Calls use the values set in the **Test Variables** tab, not your real organization data. If Chloe is using a placeholder like "Acme," update the **Organization Name** field in the Test Variables tab on the Voice Agent. --- ## Chloe sounds scripted or keeps repeating herself This is a prompt issue. Common causes: | What you hear | Likely cause | Fix | | --- | --- | --- | | Repeating the same opener regardless of response | No handling rules for common replies | Add specific handling rules in User Instructions (for example: "If they say they're busy, ask for a better time") | | Not adapting to what the contact says | Prompt is too rigid or linear | Use conditional logic in the prompt. Describe what to do *if* different things happen | | Awkward phrasing that doesn't sound natural | Prompt language is too formal or verbose | Edit the tone guidance; run a Test Call after each change | | Going back to the same question repeatedly | Conflicting instructions or missing "when to move on" guidance | Clarify the sequence and add explicit "once X is confirmed, move to Y" instructions | See [Prompt Training](https://help.close.com/docs/chloe-prompt-training) for guidance on writing effective instructions. --- ## The Book Meeting skill isn't working The Book Meeting skill requires booking permissions to be enabled in your calendar integration before it can be used. This step is not surfaced in the standard Voice Agent setup flow. **Fix:** Go to **Settings > Connected Accounts**, open your Google Calendar integration, and confirm booking permissions are active. Then return to the Voice Agent's **Skills** tab and enable Book Meeting. --- ## No outcome is being applied to calls If calls are completing but showing no outcome: 1. **Check the Playbook has Outcomes defined.** Go to the Voice Agent's **Settings** tab and review the Outcomes list. If it's empty, Chloe has nothing to assign. 2. **Check the Outcome descriptions are specific enough.** Vague descriptions make it harder for Chloe to match the right outcome. Add clear, distinct descriptions for each option. 3. **Check the Outcome isn't too narrow.** If your only outcome is "Qualified" and most calls don't qualify, many calls will end with no match. Add outcomes for common call results like "Not Interested," "No Answer / Left Voicemail," and "Callback Requested." --- ## Outcomes look inaccurate If outcomes are being applied but don't match what happened on the call: 1. Review the transcript for the affected call to understand what actually happened 2. Compare what happened to your current Outcome descriptions and identify the mismatch 3. Update the Outcome description in the Voice Agent's **Settings** tab to be more specific or distinct from similar outcomes 4. Re-run a Test Call to validate the change before updating --- ## Performance tab issues | What you see | Likely cause | What to do | | --- | --- | --- | | High voicemail rate, few conversations | Call timing, list quality, or stale numbers | Adjust call schedule, audit the lead segment, clean the list | | High answer rate but low Goal Met % | Prompt or question flow needs work | Review transcripts, refine Voice Agent instructions | | High "not interested" outcome | Targeting mismatch or weak opener | Revisit the lead segment and the opening line in the prompt | | Low sentiment or high Hostile rate | Tone, opener, or targeting mismatch | Review transcripts for patterns; adjust tone guidance in the prompt | | Low Goal Met % despite high Engaged % | Closing or handoff instructions need work | Review how Chloe wraps up calls; define clearer next steps in the prompt | | No outcomes applied across all calls | Playbook incomplete or outcomes too narrow | Add or broaden Outcome definitions in Voice Agent Settings | --- ## Still stuck? Contact the Close Support Team at support@close.com with the lead URL, Voice Agent name, and a description of the issue.