Feature GuideChloeUsing Voice Agents

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 typeCauseWhat to do
Insufficient balanceNot enough AI creditsTop up credits in Settings > AI Credits
Phone number import failedThe contact’s number couldn’t be synced to the calling systemCheck the number format on the contact record; remove and re-add if needed
Dynamic variables failedA variable (for example: {{contact.first_name}}) failed to resolve at call startCheck that the variable exists on the lead/contact record being called; review the prompt for any typos in variable syntax
Initiation failedThe call couldn’t be startedCheck the phone number is valid and active; contact support if the issue persists
Workflow execution timeoutA post-call Workflow step timed outReview the Workflow steps that run after the call ends; simplify or remove steps that may be causing delays
Termination timeoutThe call was stuck for more than 10 minutesUsually 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 hearLikely causeFix
Repeating the same opener regardless of responseNo handling rules for common repliesAdd 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 saysPrompt is too rigid or linearUse conditional logic in the prompt. Describe what to do if different things happen
Awkward phrasing that doesn’t sound naturalPrompt language is too formal or verboseEdit the tone guidance; run a Test Call after each change
Going back to the same question repeatedlyConflicting instructions or missing “when to move on” guidanceClarify the sequence and add explicit “once X is confirmed, move to Y” instructions

See 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 seeLikely causeWhat to do
High voicemail rate, few conversationsCall timing, list quality, or stale numbersAdjust call schedule, audit the lead segment, clean the list
High answer rate but low Goal Met %Prompt or question flow needs workReview transcripts, refine Voice Agent instructions
High “not interested” outcomeTargeting mismatch or weak openerRevisit the lead segment and the opening line in the prompt
Low sentiment or high Hostile rateTone, opener, or targeting mismatchReview transcripts for patterns; adjust tone guidance in the prompt
Low Goal Met % despite high Engaged %Closing or handoff instructions need workReview how Chloe wraps up calls; define clearer next steps in the prompt
No outcomes applied across all callsPlaybook incomplete or outcomes too narrowAdd 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.