> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Find your problem

> Find the fix for what is going wrong with your Brilo agent, from calls not being answered to actions that did not run.

Pick what is happening from the table below and it takes you to the page that fixes it. If you are not
sure which applies, start with the call itself: open the call in your history and read the written record,
which usually shows what went wrong.

## Pick what is happening

| What is happening                                          | Where to go                                                                     |
| ---------------------------------------------------------- | ------------------------------------------------------------------------------- |
| Callers are not getting through at all                     | [My agent is not answering](/calls/my-agent-isnt-answering)                     |
| My agent said something wrong or made something up         | [Why it answered wrong](/knowledge/why-it-answered-wrong)                       |
| My agent talks too much, interrupts, or says names wrongly | [My agent sounds wrong](/agents/my-agent-sounds-wrong)                          |
| A booking, transfer, or CRM update did not happen          | [An action did not run](/actions/an-action-didnt-run)                           |
| Texts or emails are not arriving                           | [My messages are not sending](/channels/my-messages-arent-sending)              |
| I cannot buy, change, or release a number                  | [I cannot buy or change a number](/phone-numbers/i-cant-buy-or-change-a-number) |
| My campaign made no calls, or the wrong ones               | [My campaign did not call](/campaigns/my-campaign-didnt-call)                   |
| A call ended earlier than expected                         | [Why a call ended](/help/why-a-call-ended)                                      |
| The call quality was poor                                  | [The call sounds bad](/help/the-call-sounds-bad)                                |
| I saw an error message                                     | [Error messages explained](/help/error-messages-explained)                      |

## The three checks worth doing first

Whatever the symptom, these three find the cause surprisingly often, and all three take under a minute.

1. **Is the number attached to the agent you think it is?** Check the agent's **Deployment** tab. Moving
   numbers between agents is the most common source of confusion.
2. **Are you on a paid plan?** The Free plan builds and tests but does not take real calls, and outbound
   calling and email need paid plans too. See [Plans](/supported/plans).
3. **Read the call.** Open it in your call history. What your agent heard is often not what the caller
   said, and that changes the diagnosis entirely.

## Before you contact support

Have one specific example ready. A single real call tells us more than a description of the pattern,
because the call record holds the reason it ended.

Send:

* The date and time of the call, and the numbers involved.
* What you expected to happen, and what happened instead.
* Whether it happens every time or occasionally.
* Anything you changed just before it started.

Email [support@brilo.ai](mailto:support@brilo.ai).

## FAQ

<AccordionGroup>
  <Accordion title="My agent is not answering calls, what do I check first?">
    Whether the number is attached to that agent in its **Deployment** tab, and whether you are on a paid
    plan. Then ring the Brilo number directly: if it answers, the problem is forwarding from your business
    number rather than the agent.
  </Accordion>

  <Accordion title="How do I report a problem to support?">
    Email [support@brilo.ai](mailto:support@brilo.ai) with one specific call: its date and time, the numbers
    involved, what you expected, and what happened. One real example is worth more than a description of
    the pattern.
  </Accordion>

  <Accordion title="What information should I include?">
    The call's date, time, and numbers, what you expected instead, whether it is every call or occasional,
    and anything you changed just before it started. That last one solves a surprising share of cases on its
    own.
  </Accordion>

  <Accordion title="Can I see why a particular call went wrong?">
    Yes. Open the call in your history and read the written record alongside the recording. It shows what
    your agent heard, what it said, and what it did, which is usually enough to tell a setup problem from a
    knowledge problem.
  </Accordion>

  <Accordion title="Why does my agent work in tests but not for real callers?">
    Because your Brilo number works and your business number is not forwarding to it. That is a setting at
    your phone provider rather than in Brilo. See
    [Use your existing number](/phone-numbers/use-your-existing-number).
  </Accordion>

  <Accordion title="Is something wrong with Brilo, or with my setup?">
    If one call misbehaved and the rest are fine, it is almost always the setup or the conversation rather
    than the platform. If every call has failed since a specific moment, tell support when it started, since
    that timing is the most useful clue you can give.
  </Accordion>
</AccordionGroup>

## Related

* [My agent is not answering](/calls/my-agent-isnt-answering) for the most common problem
* [Why it answered wrong](/knowledge/why-it-answered-wrong) for wrong or invented answers
* [Find and listen to a call](/reports/find-and-listen-to-a-call) to read what happened
* [Test your agent yourself](/go-live/test-your-agent-yourself) to reproduce it safely
* [Go live checklist](/go-live/go-live-checklist) to avoid most of this in the first place