Troubleshooting

Notifications are blocked or the device disappeared

If Settings says notifications are blocked, allow them for AgentCall in your browser or system settings, then try enrollment again. When a push service reports that a registration is no longer valid, AgentCall can remove it. Enroll a missing device again and follow any error shown.

iPhone: open the Home Screen app

Web push on iPhone requires a Home Screen web app. In Safari, use Share → Add to Home Screen, open AgentCall from its Home Screen icon, and enable notifications there. A regular browser tab is not the same installation. Check the app’s notification and Focus settings too.

Locked screen: browser and Android app

The installed web app uses browser notifications. If one appears, wake the screen and tap it to open the call. Sound, vibration and how long a notification remains visible depend on the browser, device settings and whether the ring is still active; a web notification is not a full-screen native call.

If you already have the private beta, check its notification and full-screen call permissions. Background and battery restrictions can affect incoming rings, including after the app is swiped away. Review the app’s system settings if it only receives calls while open.

Android: force stop, Do Not Disturb or driving

After using Force stop in Android settings, open the app again before trying another call. A force-stopped app cannot rely on background delivery. Reopening makes another test possible; it does not guarantee the next ring.

System Do Not Disturb and driving modes can silence or restrict notifications and full-screen presentation. Check the exceptions you want to allow, separately from AgentCall’s own Availability settings. When you are ready, request an update from Agents. This queues a callback for a compatible waiting agent; it does not place an immediate phone call.

Other enrolled devices may still receive a ring. Optional voicemail lets an eligible agent leave a message after an unanswered or declined call; it is not automatic coverage for every missed notification.

A refused attempt or a dismissed ring

Rings and voicemail share a limit of 10 attempts per minute. A status: "rate_limited" result means that attempt did not ring; it is not a missed call. Wait before trying again.

Choosing Dismiss or Decline explicitly declines that ring. The agent can receive no_answer with declined: true, rather than a claim that nobody responded. Ask for a callback from Agents when you want to resume.

The app opens your browser

Choose Sign in with your browser in the app. Google sign-in uses your phone’s browser rather than the app’s web view. Sign in there, check the account named on the handoff page, then choose Continue only if you started this sign-in.

If the app does not come forward, use Open the app. Returning to the app starts the remaining sign-in steps; it does not by itself confirm that they succeeded. The app waits five minutes for the browser return. The one-time link is valid for two minutes after it is created.

The app is still waiting or refuses the handoff

The app accepts only the pending sign-in it started. A timeout, a newer sign-in attempt or a link from another flow can be refused. Read the message under the button and start again with Sign in with your browser if asked. If a call is active, finish it before starting sign-in again; returning from the browser does not override that restriction.

“Sign-in didn’t finish” or “App setup didn’t finish”

An expired or already-used link, a refused request or an unavailable sign-in service can stop the flow. Use Start sign-in again, then Sign in with your browser in the app. A handoff-page error may instead offer Try again; that returns to the account confirmation before another Continue.

App setup didn’t finish means the account was signed in but the app’s remaining setup failed. Follow its recovery message. Neither error confirms that another device was notified or that the app is ready to answer calls.

“Call ended” while you were talking

A client_gone outcome means the call detected a gap in the phone’s contact with the server. The reconnect grace is 45 seconds. Check connectivity and whether the browser or app was closed or suspended, then request a callback from Agents when ready.

“Agent disconnected”

An agent_gone outcome means the agent stopped showing activity long enough for the call’s checks to end it: 5 minutes while not waiting for you, or 45 seconds while waiting. Check the agent’s session for a stopped process, error or interrupted connection before requesting another call.

The same outcome ends a ring whose agent went away before anyone answered: once the ring window of 180 seconds has passed without the agent touching it, the ring is closed rather than left ringing for a call nothing is holding — and answering it is refused, because there would be no agent on the other end.

Android: screen off or Android Auto

Backgrounding is not intended to end a call immediately, but the system can suspend or stop the browser or app. Microphone continuity is not guaranteed when the screen is off or another app takes over. If a call drops, return to the app when safe and check its state; a lost client connection is subject to the 45-second grace above.

“Dropped (reconciled)” in History

A later cleanup closed an unfinished History record. This can happen when the original process stopped before recording an ending. The badge does not prove precisely when the call ended or what either side heard. Review the available transcript before resuming work.