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No hook request arrives

Confirm the widget deployment is active and configured for Existing Concierge Voice, the SaaS origin matches exactly, and voice.start() received a fresh identity token. Only a final transcript invokes the hook. Check whether final_transcript appeared in the browser before investigating your backend.

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Hook arrives but speech is delayed

The synchronous hook can take up to 15 seconds, but waiting that long makes the caller wait in silence. For a 20–30-second backend task, return status: "accepted" promptly, show a working cue on waiting_for_reply, then send the signed callback within two minutes. Deferred contract.

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Callback is rejected

Verify the raw body HMAC, deployment ID, matching conversation_id and turn_id, nonempty text, and that the turn remains pending. HTTP 409 means stale/superseded; HTTP 410 means the conversation ended. Neither should be retried as a transient error. Identical accepted callbacks return status: "duplicate".

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Reply text appears but the user hears nothing

Compare reply_text, playback_started, playback_finished, and error events for the same turn_id. A missing start signal can mean playback has not begun or that WebRTC fallback lacks a per-turn signal. Inspect the browser’s audio permission and output device. Browser voice troubleshooting. Use the turn_id as the hook request ID and timeline trace_id. Do not put transcript or credentials into diagnostic URLs.