Customer Could Not Hear the AI
Silence, echo or a robotic voice on the line.
On this page
A caller says they heard nothing, heard an echo, or the voice broke up. These are different problems with different causes, so the first job is working out which one you have.
Start here
Ring your own number and listen carefully. Almost everything below is diagnosable from one test call.
- You hear nothing at all
- Check the call appears in Conversations. If it doesn't, the call isn't reaching us — that's a forwarding problem, not an audio one.
- A pause, then the greeting
- Some delay at the very start is normal. A long one is worth reporting.
- It sounds clear to you
- The problem is likely on the caller's side or their network — see below.
Work out which problem it is
- Check Conversations for the call — absent means it never arrived
- If absent, this is call forwarding, not audio
- If present, read the transcript: clear caller lines mean their audio reached us correctly
- Almost always the caller's handset or speakerphone
- Ask whether they were on speaker or in a vehicle
- If several unrelated callers report it in the same week, tell us
- Usually a poor mobile connection on the caller's side
- Read the transcript: if the caller's own lines are garbled too, their connection was poor
- Common in rural areas and basements, exactly where broken heating calls come from
- The line dropped rather than the audio failing
- See Call Disconnected for that specific case
- Whatever was captured before the drop is still saved
The transcript is your first clue
Silence at the very start
A short pause before the greeting is normal — the call has to connect through your carrier before your receptionist can speak. A few seconds is expected.
A long silence, consistently, on every call, is worth reporting. It’s the kind of thing we can measure precisely from our side once we know which calls to look at.
Callers hang up on silence
Audio breaking up mid-call
- 1
Check how widespread it is
One caller in a basement is their signal. Five unrelated callers in a week is something worth investigating.
- 2
Read the transcripts
Are the caller’s lines garbled too, or do they read cleanly? That single question narrows it enormously.
- 3
Note whether it's mobile or landline
A pattern by call type points at a network rather than at us.
What to send us
- The date and time of the call, as precisely as you can
- The caller's number, if you have it
- What the caller described — silence, echo, choppy, cut off
- Whether the caller's lines in the transcript are garbled or missing
- Whether it's happened more than once
Send that to support@caughtleads.com. With a time and a number we can see exactly what happened on our side of the call.