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

# Diagnose a first call or chat reply

> Find the stage that failed and verify the customer outcome after correcting it.

Use one controlled test and keep its account, assistant, contact, timestamp, and call or conversation ID. Start with what the customer observed.

| Symptom | First check | Follow-up |
| - | - | - |
| No GHL chat reply | Contact's active routing tag, exact `ai_off` tag, allowed channel, and sleep state | [Chat timing and pauses](/v3/guides/troubleshooting/chat-replies) |
| Chat tool reports authorization failure | Connection check for the intended GHL location | [OAuth recovery](/v3/guides/troubleshooting/ghl-connection) |
| Call never rings or cannot be answered | Direction, number assignment, calling hours, and call error | [Dial diagnostics](/v3/guides/troubleshooting/failed-calls) |
| Assistant says booked, but no event exists | Assigned calendar, booking tool result, and actual provider event | [Calendar diagnostics](/v3/guides/troubleshooting/booking) |
| Wrong business answer | Completed source, processed content, and assignment | [Knowledge diagnostics](/v3/guides/troubleshooting/knowledge) |
| Contact field stays unchanged | Extraction assignment, correct field, and processing result | [Automatic extraction](/v3/guides/workflows/extract-custom-fields) |
| Wallet refusal appears | Whether the message names the workspace or client account wallet | [Billing](/v3/billing-guide) |

## Separate configuration from the outcome

A saved setting proves the configuration was stored. A successful publish applies the assistant configuration. A generated response proves text was produced. Test the next step too: the customer receives a message, hears two-way audio, or has an appointment in the calendar.

After changing a voice assistant's prompt or tools, **Publish** before testing that phone channel. After repairing GHL authorization, run the connection check and repeat the actual task that failed.

## Read wallet errors in the right scope

The workspace wallet funds platform usage. Client-wallet gating applies when that account's rebilling switch is enabled; do not require a client top-up solely because every client has a wallet record. If the error names the workspace, involve its owner. If it names the client account, inspect that account's billing and posted balance.

A payment still pending is not a completed refill. Verify the wallet transaction before repeating the charge. A temporary service error is not proof the balance is zero.

## Treat voicemail and incomplete actions separately

A call reaching voicemail is not proof of a carrier routing failure. Inspect the call's status, end reason, and available transcript before deciding whether a retry is appropriate. Likewise, an unconfirmed booking is a reason to inspect the calendar before submitting another one.

When contacting support, include expected and observed behavior, identifiers, timestamps, and the exact error. Do not include API keys or payment details.


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