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The call never reaches listening

Check that the website is HTTPS, the browser granted microphone permission for the actual host origin, and the user started the call from an interaction. The script widget, iframe, Quick Test, and Existing Concierge Voice have different client pages; permission on one origin or Chrome profile does not imply permission on another. If the page says connecting or audio timed out, inspect the conversation timeline and browser console for signaling or ICE failure. TURN may be needed on a restrictive mobile network, but an ICE error does not by itself identify TURN as the cause. Retry on a stable network and capture the conversation ID.

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The agent produced text but there is no sound

Check the browser’s site mute state, selected output device, volume, autoplay state, and whether the page has had a user interaction. AirPods or another Bluetooth output can become the active sink unexpectedly. In Existing Concierge Voice, reply_text means text arrived; playback_started means the browser audio path began. Neither proves the speaker emitted sound. Event meanings.

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Speech starts and is cut off

Look for playback_interrupted, a new transcript, and barge-in metadata in the timeline. Speaker-to-microphone feedback is possible; it is not proved merely because a transcript resembles the agent’s first word. Try headphones or adjust barge-in settings in the agent editor, then retest.

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Information to capture for support

Send the deployment ID, conversation ID, approximate time and time zone, integration type (Quick Test, script, iframe, concierge), browser/output device, and the last observed event. Do not send an API key, identity token, hook signature, or deployment secret.