Something not working right? This guide covers the most common issues dialnote users run into and how to fix them quickly. Most problems have simple solutions you can try yourself before reaching out to support.
Run the Audio Test First#
Before troubleshooting call issues manually, use dialnote's built-in audio diagnostics. Go to Settings → Audio Test and click Start Test. The tool checks four things:
- Browser compatibility — confirms your browser supports WebRTC
- Microphone — verifies your mic is connected and picking up sound
- Speaker — plays a test tone to check audio output
- Network — measures latency to voice servers
If all tests pass, your setup is ready for calls. If something fails, the test shows exactly what's wrong and how to fix it.
Quick fix
If your microphone test fails with "permission denied," click the lock icon in your browser's address bar and allow microphone access. Then run the test again.
Common Issues at a Glance#
Here's a quick reference for the issues users hit most often:
| Problem | Likely Cause | Quick Fix |
|---|---|---|
| Can't hear the other person | Speaker not selected or muted | Check audio output in system settings |
| Other person can't hear you | Microphone blocked or wrong device | Grant mic permission, select correct device |
| Calls drop frequently | Weak network connection | Switch to wired ethernet or move closer to router |
| Echo during calls | Speaker audio feeding into mic | Use headphones instead of speakers |
| Calls won't connect | Firewall blocking traffic | Open ports 443 and 3478-3479 (UDP) |
| AI agent not responding | Agent not assigned to phone number | Check call flow settings |
Browser and Device Issues#
dialnote works best on Chrome, Firefox, Safari, or Edge. If you're having trouble:
Browser not supported errors — Update your browser to the latest version. Older browsers may not support WebRTC, which is required for voice calls.
No microphone detected — Make sure your mic is plugged in and selected as the input device in your operating system's sound settings. Some USB headsets need drivers installed.
Audio cutting out — Close other browser tabs or apps that might be using your microphone. Only one application can access the mic at a time on most systems.
AI Agent Issues#
If your AI voice agent isn't behaving as expected, here are the most common causes:
Agent doesn't answer calls — Make sure the agent is assigned to a phone number through a call flow. Go to Settings → Phone Numbers → [your number] → Call Flow and add an AI Agent action.
Agent gives wrong answers — Check your knowledge base. If it's pulling from URLs, verify those pages still exist and contain accurate info. You can re-index URLs anytime from the agent's knowledge base settings.
Agent sounds robotic or choppy — This is usually a network issue on the caller's side, not the agent. If you're testing from the browser, run the audio test first. Phone-based tests won't have this issue.
Agent doesn't transfer calls — The agent needs a "Transfer Call" tool configured in Step 4 of the agent wizard. Check that the transfer destination (user or team) is set up and that the target users are marked as available.
Testing tip
Use the browser-based test in your agent settings to quickly check behavior without making a real call. It connects through WebRTC, so you'll get instant feedback.
SMS and Messaging Problems#
Messages not sending — Confirm the phone number has SMS capability enabled. Not all numbers support texting — toll-free numbers need A2P registration before they can send messages.
Messages marked as failed — Check your wallet balance. SMS sends require a positive wallet balance. Also verify the recipient's number is valid and hasn't opted out (sent STOP).
Auto-replies not working — Auto-replies need to be configured per phone number under Settings → Phone Numbers → [your number] → Auto-Replies. There are separate rules for business hours and after hours. Also, there's a rate limit of 3 auto-replies per conversation per hour to prevent loops.
When to Contact Support#
If you've tried the basic fixes and still can't resolve your issue, our support team can help. They'll need:
- Your dialnote account email
- The phone number you're calling from/to
- Date and approximate time of the issue
- What you expected vs. what happened
Check the Contact Support page for all the ways to reach us.
Related Guides#
- Call Quality Issues — Fix echo, latency, and dropped calls
- Network Setup — Configure firewalls and QoS for VoIP
- Contact Support — Get help from the dialnote team