Question 1

The call connects but ends within a few seconds, silently

Accepted Answer

Almost always a missing or invalid Google Gemini API key — without it the AI cannot speak, so ExoCall ends the call. Paste a valid key (starts with AIza) in Settings → Google Gemini API Key and save. If the key is set, verify it still works in Google AI Studio and that its project has quota remaining.

Question 2

I call my number and the AI never answers (or the call doesn't appear in ExoCall at all)

Accepted Answer

The Exotel flow is not streaming audio to ExoCall. Check that your flow's Voicebot/Passthru applet contains your exact WebSocket URL from Settings (wss://app.exocall.io/inbound/your-slug), and that this flow is assigned to the ExoPhone you are calling. A typo in the slug is the most common cause.

Question 3

My campaign is running but not dialling anyone

Accepted Answer

Check three things in order: (1) the IST calling window — campaigns auto-pause outside their start/end times and resume automatically; the campaign card shows whether you are inside the window; (2) your plan's concurrent-call limit — if other calls are live, the dialler waits; (3) subscription state — if minutes are exhausted beyond grace or payment lapsed, calling is suspended until renewal.

Question 4

A call has no recording

Accepted Answer

Recordings are processed by Exotel and typically become available within a minute of the call ending — refresh after a minute. If recordings are missing on all calls, your Exotel API credentials in Settings are likely wrong or were rotated: ExoCall fetches recordings from Exotel using those credentials, so update them and recordings will resume.

Question 5

A call has no AI analysis

Accepted Answer

Calls shorter than 15 seconds are intentionally not analysed. For longer calls, analysis usually lands within a minute; if it never arrives, the Gemini API key was missing or over quota at analysis time — fix the key and future calls will analyse normally.

Question 6

The AI cut the call while the customer was still there

Accepted Answer

Two safeguards can end calls: silence detection (if the caller never speaks after the greeting, or goes silent mid-call for the configured timeout) and a 10-minute maximum call duration. Both protect your minutes. If callers are being cut too aggressively, raise the silence timeout in Settings.

Question 7

Callbacks are being dialled at the wrong time

Accepted Answer

Callback times are interpreted and dialled in IST (Indian Standard Time), matching what the caller meant on the call. If your team reviews the dashboard from another timezone, remember the displayed schedule is IST.

Question 8

My webhook stopped receiving events

Accepted Answer

After 10 consecutive delivery failures an endpoint is disabled automatically. Fix your receiver (it must return a 2xx within 10 seconds), then re-enable the endpoint in Settings → API & Webhooks and use "Send test event" to confirm. Failed deliveries are retried after 1m, 5m, 30m and 2h before counting as failures.

Question 9

API requests return 401 Unauthorized

Accepted Answer

The Bearer key is missing, mistyped, or was revoked. Keys are shown only once at creation — if lost, create a new key in Settings → API & Webhooks and update your integration. Send it as Authorization: Bearer exo_live_...

Troubleshooting & FAQ

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