The API returns HTML or 403
Check the response content type and body. An edge service can reject a request before it reaches API-key validation, in which case an HTML error page is different from the API’s JSON response. Confirm the API origin, request path, and client environment. If the API responds with JSON, check that the key is valid and belongs to the intended organization.
The API returns 401, 404, 409, or 422
For text sessions, use the latest session revision. A
409 can also mean a turn is already in progress. Recover or read the session before submitting another message.
The agent saved but a call cannot start
Saving a workflow does not test its dependencies. Confirm that the version you intend to use is published, the selected model configuration is available, and the chosen telephony configuration has no outbound blocking reason. Check the active caller ID and trunk assignment when applicable. If a request explicitly selected a telephony configuration, Athena checks that configuration rather than silently switching to another. A draft/test/ route selects a draft but can place a real call; use only a number you control. See Connect telephony and Trigger a phone call.
The request succeeded but the handset did not ring
Use the run ID to see whether the provider accepted the request and what call outcome was recorded. Then check the destination format, selected caller ID, provider setup, and trunk route. An initiation response proves that Athena accepted the request; it does not prove that a carrier placed the call or that a handset rang.The call connected but audio or behavior was wrong
Review the run transcript, activity, tool results, and recorded model configuration. Check that the correct agent version and voice/language settings were selected. Test microphone and speaker permissions separately for browser sessions. For a phone call, verify both directions of audio on a controlled handset before changing prompts or provider settings.A retry is unavailable
Read the candidate’scan_rerun and blocked_reason. Retry Review may be disabled; a result may be non-retryable, held for an unusual menu, at its attempt limit, superseded by a newer call, outside the calling window, or waiting for a short delay. Eligibility is checked again when you request the rerun. Correct a setup issue before asking Athena to dial again. See Retry Review.
A tool test works but the workflow fails
Compare the actual model-generated parameters with the test parameters, check any context placeholders and credential reference, and confirm the receiver’s expected response contract. The tool test sends a real request but covers only the particular values submitted during that test.A knowledge document is missing from answers
Check the document processing status. The upload can succeed before processing finishes. Wait forcompleted, confirm the agent selects the intended knowledge source, and test retrieval with a question whose answer is present. If processing failed, inspect its error before uploading another copy.