Limits and troubleshooting

This page collects the size limits and fixed ranges for voice agents in one place, followed by fixes for the problems people most often run into. Each limit here is one the portal enforces. Where a screen shows your own usage, such as how many libraries you have, the number on that screen is the one to trust.

Agents

• Answering or calling. You choose whether an agent answers incoming calls or makes outbound calls when you create it. The first step of the setup says you can change everything later, but this choice is the one exception. There's no switch to change it afterwards, so create a new agent if you need the other kind.
• Agent label (in your portal). Up to 120 characters. This is the name on your Voice agents list.

Agent settings

These are in the agent's Settings view.

• What the business does: up to 800 characters.
• Instructions under Agent instructions: up to 1,000 characters.
• Language: English, English (Australia), English (UK) or English (US). On Grok, the Follow the caller's language switch is on by default, and the agent then answers in the caller's language whatever you pick here.
• Speech pace: from 0.8× to 1.4× the voice's normal pace. Relaxed, Natural and Brisk are quick presets.
• Topics the agent may discuss: up to 10.
• Topics that always go to a human: up to 10.
• If asked something outside its scope: up to 400 characters.
• Call recording: Off, Record, Transcribe or Record + transcribe.

Under Conversation & speech:

• Max call length: 1 to 60 minutes. New agents start at 10.
• Silence timeout: 5 to 120 seconds. New agents start at 20.
• Clarification tries: 1 to 5. New agents start at 2.

Playbook, hours and escalations

• Agent instructions on a playbook row: up to 1,000 characters.
• Trigger words & phrases on an escalation rule: up to 20 per rule.
• Business hours apply to agents that answer calls. Escalations work on both kinds of agent.

See Business hours and escalations for how these work.

Knowledge

See Agent knowledge for the full guide.

• Libraries: up to 20 on your account. The Knowledge page shows how many you've used, for example "1 of 20 libraries".
• Libraries on one agent: up to 20.
• Articles, files and imported pages: up to 500 in one library, and up to 2,000 across your account.
• Products: up to 20 in one library.
• Files: PDF, plain text or Markdown only, up to 2 MB each. Save Word documents as PDFs first. Excel and PowerPoint files can't be used.
• Storage for uploaded files: 100 MB across your account. A library page shows how much you've used.
• Length: each article or file is read up to 200,000 characters. For a PDF, only the first 20 pages are read, so split long manuals into smaller files.
• Names: library names up to 120 characters, library descriptions up to 300, article and file titles up to 200, product names up to 60.

If your account has connected sources:

• Connections: up to 10 in one library.
• Pages per connection: a website connection brings in up to 200 pages. Other kinds bring in up to 500 items each.
• Sync now: once every five minutes per connection.

Calendars

See Calendars for the full guide.

• Calendar types: Google Calendar, and Microsoft Outlook or Microsoft 365.
• Bookable calendars: agents can only book into calendars the connected account can write to. Read-only calendars are shown but can't be chosen.
• Booking rules: Slot length (min) is at least 5, Book up to (days) is at least 1, and Buffer (min) and Min notice (hrs) can be 0. Beyond that, the portal doesn't check that the rules make sense together.
• Finding existing bookings: appointments the agent booked itself are always found. Bookings made by staff or online are found on a best-effort basis, and less reliably with Microsoft Outlook.

Campaigns

See Campaigns for the full guide.

• Contact list: a CSV file with column headings and at least one contact, up to 1,000 contacts.
• Campaign name: up to 96 characters.
• Max simultaneous calls: never more than 50, and often fewer. The new campaign page tells you the most you can choose and what sets the limit. An outbound agent's own Max calls at once setting, from 1 to 25, is one of those limits.
• Attempts per contact: 1 to 5.
• Retry delay: 5, 15, 30, 45, 60, 90 or 120 minutes.
• Call window: one daily window, in the time zone of the computer you launch from.

Troubleshooting

Finding your way around

I can't see the menu in Settings. The menu headed Tune this agent only shows on screens at least 1,024 pixels wide. On a narrower screen the twelve groups follow one another down the page, and Runtime and Visual editor aren't offered. Use a wider window if you need them.

I can't see the Example conversation or Ready to go live? panels. They show on screens about 1,280 pixels wide or more. On a narrower screen, press Publish or Update live and read the list in the window that opens.

An agent's status says Off. Nothing in the portal turns an agent off, so ask your VoxaLink provider about it.

Publishing

An agent won't publish. The message names the problem, and it is almost always one specific missing piece. The editor's checklist links straight to the setting to fix. See Testing and publishing.

A booking agent won't publish. The calendar on a booking row is missing, disconnected, needs reconnecting or is no longer writable, or two booking rows share a name. The message says which. See If publishing is blocked.

Knowledge

An item says Not indexed. The row explains why. The usual causes are a password-protected file, a scanned document with no text in it, or a file that took too long to read. Fix the cause and click Try again, or upload a corrected file.

A file won't upload. It is probably a Word, Excel or PowerPoint file, an empty file, or over 2 MB. Save it as a PDF, or split it into smaller files.

The agent doesn't use an article you added. Check the article shows Ready, and that its library is ticked on the agent in the Answers from your knowledge moment. Ticks apply from the next call.

You can't delete a library. An agent still uses it. Untick it on each agent listed under Who uses this, then try again.

You can't remove a product. Something is still filed under it. Move those articles, files or connected pages to another product first.

Sync now is greyed out. A sync was asked for less than five minutes ago, the connection is paused, or you haven't chosen what to import yet. The connection's card says which.

A website connection won't read the site. The site's robots rules may tell VoxaLink not to read it. Allow VoxaLink in the site's robots.txt file, or connect a different address. The site must also be publicly viewable.

A connection says Waiting to resume. Your account has used its daily allowance of outside requests, or the source asked VoxaLink to slow down. It carries on by itself, and the pages already imported keep answering.

A connection says Needs attention. Read the card. The saved sign-in may have been refused, in which case click Reconnect, or the library or your account may be full.

Knowledge isn't switched on. If ticking a library says knowledge isn't switched on for your account yet, ask your provider.

Calendars

The Connect button is greyed out and the card says Not set up on the server yet. That calendar type isn't available on your account. Ask your provider.

An account shows Reconnect needed. The account withdrew access or the sign-in expired. Click Reconnect and sign in again.

The booking switch on an appointment row is greyed out. No calendar you can write to is connected yet. Connect one in the Calendars section, then come back.

Manage existing bookings is greyed out. The row needs a phone number field marked as required in Collect from the caller, because callers are checked against the number they booked with.

Campaigns

There's no New campaign button. You don't have a published outbound agent yet. Create one with Make outbound calls and publish it.

The launch button says Can't launch yet. Something is still missing. Check that an agent is chosen, every column the agent needs is matched, no rows are missing values, a Caller ID is selected, Feasibility isn't blocking, you've clicked Review before launch since your last change, and the confirmation boxes are ticked.

No caller IDs are available. Your account needs a phone number before it can make outbound calls. See Phone numbers.

Feasibility says Can't fit this campaign. The list is too long for the call window at your number of simultaneous calls. Widen the window, allow more calls at once, or split the list into two campaigns.