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Your agent cannot answer, or Inbox has no answer button

Start with the number’s Incoming call answering setting. Calls enables Calling, but does not choose who answers.
  1. Open Phone numbers in Kapso.
  2. Select the number and open Settings.
  3. Check that Calls is on.
  4. Under Incoming call answering, select the mode for your setup.
To keep your agent and let teammates answer, use Agent with Inbox fallback. For this mode, send integration call actions through Kapso’s Calling API. Calls answered directly through Meta bypass Kapso’s coordination and live answer tracking. Before you select Inbox only, remove the number’s assigned voice agent. After you save a different mode, end the test call and place a new call. Mode changes apply to new calls.

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The agent already answered, but you cannot join

Agent with Inbox fallback lets a teammate answer an unanswered call. It does not transfer an answered call. A read-only In call card means the agent or integration has the call. The browser does not receive its audio. The experimental live handoff requires a compatible voice-agent bridge and project access to the handoff rollout. The bridge must request a teammate before Join call appears. The phone-number mode alone does not enable this handoff.

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A call action returns 409

Do not retry an answer through Meta directly to bypass these errors.

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The phone rings, but nothing appears in Inbox

  1. Check that you selected the correct project, number, and contact conversation.
  2. Open the app Inbox with your Kapso account.
  3. Check that your teammate can reply in the conversation.
  4. Reload the page to recover its connection.
  5. Place a new test call.
Call activity is independent of the answering mode. Agent or integration still shows call activity. For missing answer controls, use the mode checks above. The embedded Inbox and Inbox access tokens cannot answer calls. A closed browser receives no call alert. For a background tab, enable Ringtone and Desktop alerts under Call alert settings.

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Your server receives no call webhook

  1. Check that the number has an active webhook with kind: meta.
  2. Check its destination URL and delivery logs.
  3. Check that your server accepts the delivery and verifies its signature.
Kapso-format webhooks do not receive Meta Calling events. A number has one Meta webhook. Changing its URL redirects every Meta event for that number, including message events. See webhook setup.

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The call connects, but audio fails

  1. Check microphone access in the browser.
  2. Check ICE connection errors on the browser and your media server.
  3. Test without a VPN or restrictive firewall.
  4. If direct media fails, check the media server’s TURN configuration.
An HTTPS tunnel delivers webhooks. It does not make UDP audio reachable. Changing Incoming call answering does not fix an audio connection. See audio setup.

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The starter answers, but stops after its greeting

Check provider errors, speech recognition, and audio frames in both directions. A greeting proves playback, not that the agent hears the caller. Run the full conversation test.

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What to send support

Include the project ID, Meta phone number ID, call ID, test time with timezone, and selected answering mode. Include the exact error and relevant webhook delivery or request ID. Describe whether the problem affects ringing, answering, two-way audio, or live handoff. Do not include API keys, webhook secrets, TURN credentials, or raw SDP.

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Diagnose with an agent

Kapso Agent in Inbox or API mode can use inspect_whatsapp_calling to read saved setup and call state. Use the Meta phone number ID or Kapso configuration UUID as number_ref. Optional inputs include conversation_id, a Kapso call UUID as call_id, limit, and the history cursor after. The result includes routing diagnostics, recent calls, saved active calls, and links to the Inbox and call details. It does not test audio or answer calls. For a different answering mode, Kapso Agent requests approval before it changes the number. Project MCP exposes the same inspection tool. Granular connections need mcp:numbers:read, mcp:conversations:read, mcp:webhooks:read, and mcp:agents:read. The existing update_whatsapp_number tool accepts inbound_call_handler with mcp:numbers:write.