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Two Voice AI problems account for most support requests: a number that rings but is never answered, and calls that connect but don’t create a PSA ticket. Both are almost always a configuration or PSA-data issue you can fix yourself. Work through the relevant section below before contacting Thread Support.

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The number rings with dead air and isn’t answered

When a call rings endlessly with no answer and no call record is created, the agent could not start. The usual cause is missing defaults. Check first — required agent settings:
  • Default company and default contact must both be set in the agent’s general settings. If either is missing, the agent cannot proceed, the line rings with no answer, and no call record appears. The Voice admin shows a warning when these are missing. Setting both fixes it: missing defaults have caused multi-day silent outages that look like an outage but are a config gap.
  • The agent must be Active. Set the agent to Active before testing so behavior is reliable.
A missing default company or default contact produces silent failure, the caller hears dead air and nothing is logged. Always confirm both are set after any change to the agent or your PSA.

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Calls connect but no PSA ticket is created

If the agent answers and handles the call but no ticket appears in your PSA, check these in order, the first match is usually the cause:
1

PSA and board configuration

Confirm the agent’s default status and default team are set, that the target company is allowed to create Service Tickets, and that any “disallow tickets” setting for the company or board is turned off.
2

PSA credentials

Stale or invalid PSA credentials cause authentication failures (401 errors) when Thread tries to write the ticket. Re-authenticate the PSA integration in Settings → Integrations.
3

Validation errors

A malformed or missing required field blocks ticket creation — most commonly a default contact that was deleted in the PSA. Reselect a valid default contact and re-sync.
4

PSA rate limiting

A burst of activity can hit your PSA’s rate limit (429 errors), which drops the write. This usually clears on its own; if it recurs, review other automations writing to the PSA at the same time.
5

Thread runtime errors

If none of the above applies, collect the call link, the expected ticket link, and any banner shown in the Voice admin, then contact Thread Support with those details.
After correcting any PSA data (contacts, companies, credentials), re-sync in Settings → Integrations so Voice AI has the latest information.

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Calls never reach Voice AI at all

If dialling the Thread number directly works, but calls to your own support number never reach the agent, the problem is in your phone system rather than in Thread — the forward isn’t firing.
  • External forwarding may be blocked. Most platforms restrict forwarding to an outside number by licence, permission or a global toggle, and many fail silently when it isn’t allowed. This is the most common cause.
  • The rule may not be the one you think. Check that the condition you edited is the one your calls actually hit — a queue’s no-answer rule doesn’t fire if the call is being answered by an auto attendant or voicemail first.
  • The number format may be wrong. Some systems need E.164 with a leading +, others need your carrier’s dialling format or an access digit, and punctuation breaks several of them.
See the phone system forwarding directory for the setting and known blockers on your platform.

Forward your phone system to Voice AI

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Troubleshoot caller identification and contact-mapping failures.

Voice AI FAQ

Common Voice AI questions and answers.