FAQ and troubleshooting

Depending on your workspace configuration, the sign-in screen asks for the Organization (your workspace identifier), Username and Password, or offers Continue with ViaDialog SSO.

Tick Stay signed in on the sign-in screen. While you work, your session is renewed automatically.

In Settings > Profile. The password must be at least 6 characters long. See Settings and connectors.

Change the Language in Settings > Profile. The change is immediate.

Lists keep their search, filters and page when you leave them. Click Reset to clear the list's filters.

Settings > Profile, then Restart the journey.

Give the agent a name before saving it.

The voice test only works on a saved agent. Save the agent, then run the test again. See Test an agent.

The test call could not start. Check that your browser is allowed to use the microphone, then try again. If the message includes a 5xx code, try again a few minutes later.

Your browser does not support the audio playback the application uses. Use a recent version of Chrome, Edge, Firefox or Safari.

Some test variables were not sent to the voice call because their name is invalid or duplicated. Rename them and run the test again.

The connection dropped while the agent was answering. Check your network and resend your message.

When you link a knowledge base to an agent, Flowtative creates the matching search tool. Here, its creation failed and the agent was not saved. Try again. The message "Tool catalog unavailable: the knowledge base search tool could not be linked. Try again." calls for the same action. See Connect a base to an agent.

Flow names are unique. Choose another name, for example by adding the channel or version (Appointment booking — voice v2).

The imported file is not a Flowtative flow export. Export the flow again from the editor, without editing the file.

The flow has never been saved, so it has no earlier version. Save it first. See Save and publish.

An HTTP tool needs a URL. Fill it in, or import the request with Import from a cURL command.

Paste the full command, starting with curl, as copied from your API testing tool.

The template has a syntax error (extra comma, missing quote). Fix it. Each placeholder in the template must also be declared as a parameter.

Testing only works on a saved tool.

A tool coming from an MCP server no longer exists on that server. Detach it from your agents or delete it. See MCP servers.

Split the document into several files and import them separately. See Knowledge bases.

Connecting an external source (Mayday, Zendesk, Stonly, Mindsay) requires an existing base. Create a base in Knowledge, then come back to Settings > Connectors.

Look at the status shown on the Mindsay card. Syncs only means changes arrive at the next synchronization, not in real time.

The caller ID must be a valid number, for example +33972101001.

Choose a landline or non-geographic number as caller ID.

For prospecting, the caller ID must belong to the ranges reserved for this use. Use a number from these ranges, or choose another campaign type if the call is not prospecting.

Since 11 August 2026, telephone prospecting requires the contact's prior agreement (opt-in). The contact file must therefore include a consent column. See Campaigns.

Their number cannot be used. Excluded records are listed but do not block the launch. Fix them in your file if needed.

The campaign exists but could not start, because its configuration is incomplete. Open it, complete what is indicated, then restart it. See Track and manage a campaign.

Resetting a contact requires an administrator role. Ask an Administrator or a Service admin to do it.

Another validator handled the request before you. No action is needed.

Refresh the queue in the Approvals console. The request was probably handled or has expired.

One or more fields of the approval form do not meet the expected rules. Fix the listed fields and resend. See Human approvals.

The handling deadline has passed and the flow took the Timeout output. To stop missing requests, turn on Browser notifications in Settings > Notifications, or lengthen the Max delay of the Human validation block.

Real-time supervision is not yet enabled on your workspace. Contact your ViaDialog representative.

Enter the date as day/month/year, for example 16/10/2026.

Check in this order:

1. The webhook is active (switch on) in Settings > Webhooks.
2. It is ticked in the agent's Webhooks section, and the agent has been saved.
3. It does not show the "Does not listen to BOT_SESSION_ENDED" warning.
4. The Failed deliveries log contains no error. If it does, the description and content tell you the cause.

Compute the signature on the raw body received, before any JSON decoding, and use the latest secret. After a rotation, the old secret no longer works. See Verify the signature.

It cannot be shown again. Generate a new one with the key icon, then update your server.

The webhook exists, but its secret could not be generated. Click the webhook's key icon to generate it.

In Settings > Telephony & Trunk, Inbound numbers part, click the agent name shown next to the number and choose the right one.

Check that the number's line is enabled (switch on, line not dimmed) and that an agent is linked to it.

Drift: open the trunk with Edit and save it to realign the platform. Not verified: the routing platform cannot be reached, click Refresh a little later. Each status and error message is detailed in Telephony.

The PBX address must be its public address on the Internet, not an address of your internal network.

This is by design: ask another administrator to do it.

Your role does not allow you to edit other members. The change was cancelled. Ask an Administrator.

Removal is immediate and has no confirmation. Contact your ViaDialog administrator to recreate their access. For a temporary removal, use Suspend instead.