Troubleshooting - Custral Docs

Overview

Voice runs on Twilio and shares the Conversation timeline with email, SMS, and chat. Most call problems come down to which number you’re calling from, browser permissions, or a recording / voicemail policy. Start with the table.

Common issues

Symptom	Likely cause	What to check
Can’t place an outbound call	No phone number provisioned, or no line selected in the dialer	Provision a number in Settings → Phone & SMS → Numbers; pick a line in the dialer.
Call goes out from the wrong number	The dialer is on a different line, or no line was selected	Pick the line you want in the dialer’s Line picker. With nothing selected, calls go out from your first number.
Your name doesn’t show on the recipient’s phone	Caller-ID name (CNAM) is carrier-controlled, not a Custral toggle	Custral stores the caller-ID name as intent; actual handset display depends on carrier CNAM registration and isn’t guaranteed.
Inbound calls don’t ring the dialer	You lack access to that number, the app/dialer is closed, or the number isn’t routed to you	Confirm access to the number, keep the app open, and check the number’s routing.
No audio / mic in the dialer	Browser microphone permission denied, or the wrong input device	Grant mic permission for the site and pick the correct input device in your browser.
A call wasn’t recorded	Recording policy is “never” (org default or the number’s override), or an all-party-consent rule suppressed it	Check Settings → Phone & SMS → Recording and the number’s per-line override.
A recording has no transcript	Transcription is best-effort and rides the recording stream	The audio is authoritative and still plays; a failed transcript simply doesn’t populate.
No voicemail on a missed call	Voicemail is disabled on that number, or the caller hung up before recording	Enable voicemail on the channel and confirm a greeting is set.
A verified (external) caller ID isn’t usable	Verification is per-account and per-number	Verify the number under Settings → Phone & SMS. It’s scoped to the account that verified it.

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.

Dialer · Recording · Voicemail · Caller ID