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Quick Help: Find solutions to the most common issues encountered while using Vodex AI calling platform. Each issue includes the cause and step-by-step resolution.

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Common Issues and Solutions

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1. Something Went Wrong While Triggering Calls

Error Message: “Something went wrong while triggering calls”

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Root Cause

This error occurs when the time_zone field is not properly formatted or contains invalid timezone information.

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Solution

Ensure your time_zone field uses one of these valid formats:
✅ Correct Format❌ Incorrect Format
Asia/KolkataIST
America/New_YorkEST
+05:30+5:30
-08:00PST

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How to Fix

  1. Check your time zone format in the custom fields
  2. Use IANA timezone names like Asia/Kolkata or America/New_York
  3. Use UTC offset format like +05:30 or -08:00
  4. Avoid abbreviations like IST, EST, PST
{
  "time_zone": "Asia/Kolkata"
}

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2. Missing Custom Field Error

Error Message: “Missing custom field but no custom field is showing”

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Root Cause

This error occurs when custom field names contain spaces, which breaks the field recognition system.

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The Problem

Custom fields with spaces in their names cannot be processed by the system: 
❌ Wrong: {First Name}
❌ Wrong: {Account Number}
❌ Wrong: {Payment Amount}

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The Solution

Replace spaces with underscores in all custom field names: 
✅ Correct: {FirstName}
✅ Correct: {Account_Number}
✅ Correct: {Payment_Amount}

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Step-by-Step Fix

  1. Identify fields with spaces in your prompt
  2. Replace all spaces with underscores
  3. Update your data source to match the new field names
  4. Test the updated prompt before going live
Pro Tip: Use PascalCase ({FirstName}) throughout your system to avoid confusion.

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3. Call Limit Exceeded Error

Error Message: “Call Limit exceeded, please upgrade”

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Root Cause

Free-tier customers have a limited number of calls available when using Vodex’s default Twilio integration.

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Available Solutions

  • Contact Support
  • Integrate Your Twilio
Option 1: Upgrade Your PlanContact our support team to discuss upgrading your plan for higher call limits:
  • Email: support@vodex.ai
  • Subject: “Call Limit Upgrade Request”
  • Include: Your account details and expected call volume

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Prevention Tips

  • Monitor your usage regularly in the dashboard
  • Plan campaigns according to your call limits
  • Consider upgrading before reaching limits during important campaigns

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4. Bot Not Speaking Customer Names

Issue: “Bot is not speaking the name of the customer in the call, but I have uploaded FirstName correctly”

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Root Cause

The customer name data may not be properly uploaded or formatted in your audience list.

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Troubleshooting Steps

1

Verify Audience Data

  1. Open your audience list in the Vodex dashboard
  2. Check the FirstName column for the specific contacts
  3. Look for empty cells or formatting issues
  4. Verify data is visible in the preview
2

Check Field Mapping

  1. Confirm field names match between your prompt and audience data
  2. Ensure no extra spaces in field names
  3. Verify case sensitivity (FirstName vs firstname)
3

Test with Sample Data

  1. Create a test contact with a simple name
  2. Run a test call to verify the field works
  3. Compare working vs non-working entries
4

Contact Support if Needed

If the issue persists after verification:
  • Email: support@vodex.ai
  • Include: Screenshot of your audience data
  • Provide: Sample prompt and field names used

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Common Data Issues

ProblemSolution
Empty name fieldsFill in missing data or use fallback text
Special characters in namesRemove or replace special characters
Inconsistent formattingStandardize name format across all entries
Wrong column mappingEnsure column headers match field names exactly

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Quick Diagnostic Checklist

Use this checklist to quickly identify and resolve common issues:
  • Time zone format is correct (Asia/Kolkata or +05:30)
  • No spaces in custom field names
  • All required fields are populated
  • Prompt syntax is correct
  • Account has sufficient call credits
  • Field names use underscores instead of spaces
  • Field names match exactly between prompt and data
  • Data is properly uploaded to audience list
  • No special characters in field names
  • Consistent naming convention used
  • Customer data is properly formatted
  • Field mapping is correct
  • Test calls work with sample data
  • No empty or null values in critical fields

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Getting Additional Help

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Before Contacting Support

Gather this information to help us assist you faster:
  1. Error message (exact text or screenshot)
  2. Steps to reproduce the issue
  3. Sample data that’s causing problems
  4. Prompt content you’re using
  5. Account information and project details

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Contact Information

Vodex Support

Email: support@vodex.aiResponse Time: Within 24 hours during business daysInclude in your message:
  • Clear description of the issue
  • Screenshots or error messages
  • Steps you’ve already tried

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Community Resources

  • Documentation: Browse our complete guides and API reference
  • Best Practices: Learn from our recommended approaches
  • Updates: Stay informed about new features and fixes

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Prevention Best Practices

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Avoid Common Mistakes

Field Naming: Always use underscores instead of spaces in custom field names from the start.
Time Zones: Use standard IANA timezone names or proper UTC offset formats.
Data Quality: Regularly audit your audience data for completeness and accuracy.
Testing: Always test with sample data before running full campaigns.

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Regular Maintenance

  • Review error logs weekly to catch recurring issues
  • Update field mappings when changing data sources
  • Monitor call limits and upgrade proactively
  • Keep audience data clean and up-to-date
Issue Resolved? Most common issues can be resolved by following the solutions above. If you’re still experiencing problems, don’t hesitate to contact our support team for personalized assistance.
Need more help with custom fields? Check out our Custom Fields Introduction and Best Practices guides for comprehensive information.
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