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Troubleshooting

Use this page to diagnose the most common operational problems in Avidra.

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Missed calls are not triggering text-back

Check the following first:
  • the workspace has an active Avidra/Twilio number
  • the number is mapped to the correct workspace
  • forwarding is enabled if you use forwarding mode
  • the call reached a final missed-call state
  • the call was not already processed
  • voice recovery did not already consume or complete the call path
Also review:

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No SMS is being sent

If no SMS is going out, check:
  • billing status
  • plan restrictions
  • daily SMS cap behavior
  • Twilio number provisioning
  • whether AI is globally disabled
  • whether the specific workflow depends on manual messaging access
Possible causes include:
  • billing blocked
  • plan does not include manual messaging or AI conversations
  • daily SMS cap reached
  • Twilio setup issue

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Twilio or phone-number setup issues

Common signs:
  • missed calls do not generate leads
  • inbound SMS does not attach to the workspace
  • test calls do not behave like live calls
  • the dashboard shows setup incomplete or unresolved checks
Verify:
  • business phone number
  • Twilio/Avidra number
  • routing mode
  • forwarding configuration
  • verification steps

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Lead does not appear in dashboard

Check whether:
  • the missed call actually created a lead
  • the number belongs to the expected workspace
  • the lead is stored but filtered out in the Leads view
  • onboarding or setup is still incomplete
  • the call path was skipped due to an already-processed or invalid state
Also inspect the Leads page directly instead of relying only on the dashboard summary.

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Conversation is not continuing

If a customer replies but the thread does not continue, check:
  • whether the inbound message attached to an existing lead
  • whether the conversation was auto-closed as stale
  • whether the max AI turn count was reached
  • whether AI is disabled globally or on that conversation
  • whether billing or plan restrictions are blocking replies
  • whether a daily SMS cap was reached
Also review unmatched replies in the Conversations area.

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Billing or plan restrictions

Billing and plan restrictions can look like product failures. Check for:
  • redirects to pricing
  • locked Conversations or Booking tabs
  • inability to send manual follow-up
  • AI reply skipped behavior
  • usage warnings in the dashboard
If behavior changed recently, confirm the workspace still has active access.

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When to escalate to support

Escalate when:
  • Twilio routing looks correct but missed-call recovery still never starts
  • inbound SMS is received by Twilio but never appears in Avidra
  • a workspace number appears mismapped to the wrong workspace
  • repeated delivery or webhook behavior cannot be explained by setup, billing, or plan state
  • production conversations are failing in a pattern that operators cannot resolve from settings
When escalating, include:
  • workspace name
  • affected number
  • approximate time of the call or SMS
  • whether the issue affects all calls or only some
  • screenshots of the relevant dashboard, leads, or settings state