Troubleshooting: my trigger won't fire
Your trigger is set up, but nothing happens? Work down this list in order. Most problems are found in the first four checks.
Quick checklist
| # | Check | Where |
|---|---|---|
| 1 | The agent is Active | Agent header, next to the name |
| 2 | The trigger is switched on (no Off tag) | Triggers section |
| 3 | The trigger's summary line looks right | Triggers section |
| 4 | The contact filter matches someone | The trigger's Limit to contacts rules |
| 5 | The contact can be reached | The contact's record |
| 6 | Trigger-specific rules (below) | This page |
| 7 | Did the agent actually run? | Sidebar → Agent activity |
1. Is the agent Active?
Only Active agents run. Draft, Paused and Archived agents never fire, however good the trigger is.
Find it: Sidebar → Agents → open the agent → the status next to the name. A draft needs Publish. The checklist next to it lists anything missing (for example "Add a trigger" or "Turn on a messaging tool").
2. Is the trigger switched on?
A trigger with an Off tag is paused. Flip its switch on. If the switch is greyed out with a Campaign tag, it's run by a campaign; check the campaign in Sidebar → Campaigns.
3. Does the summary line look right?
Each trigger row shows what's actually saved. Close the trigger and read it.
| Summary says | Meaning |
|---|---|
| "Recurring schedule (not configured)" | No schedule saved. Pick one. |
| "Schedule not set" | Same, on a scheduled call trigger. |
| "Anchored to a contact date (not configured)" | No date field picked. |
| "Webhook (no signing secret yet)" | Click Generate under Signing secret. |
| A real schedule or rule | Saved correctly. Go on to step 4. |
4. Does the filter match anyone?
Open a contact you expected to reach and compare it with the trigger's rules.
- A rule on Stage must match the contact's current stage.
- Match ALL needs every rule to be true. Try Match ANY if you meant "either".
- Scheduled triggers only reach contacts in the agent's own workspace.
- Team members saved as contacts are never reached.
5. Can the contact be reached?
Voxido skips contacts who are deleted, blocked, snoozed, or opted out. Messaging rules are also checked right before sending: opt-outs, quiet hours and sending limits. For WhatsApp, a first message outside the 24-hour window needs the Send WhatsApp template skill and an approved template.
6. Trigger-specific checks
On a recurring time / Place a call on a schedule
- Check Timezone. "Company default" follows your company setting.
- Scheduled calls only go out inside your working hours (Sidebar → Settings → Working hours). Calls due outside them wait.
- The same trigger reaches one contact at most 4 times an hour.
Before or after a contact date
- The contact's date field must be filled in.
- If the due time passed more than 24 hours ago (or your Don't fire if older than value), it's skipped. A value of 0 skips almost everyone; leave it blank instead.
- If At time is blank, it may have fired at night. Set a time.
When a contact's status changes
- Only stage moves made by people fire it (on the contact, in a call outcome, or by import). Moves made by an agent never do. See Contact-change triggers.
When a contact's info matches
- It fires at most once a day per contact, and again the next day if they still match.
When a customer messages on WhatsApp / calls one of my numbers
- The message must contain one of your Keywords, if you set any.
- New contact only skips anyone who has talked to you before.
- Another agent may have a more specific trigger on the same number, so it answers instead.
- The number may be assigned to another agent. Open the number picker to see "Already assigned".
When an external system notifies us
- A wrong or missing
X-Voxido-Signatureis rejected. - The body must include
contact_id,phoneoremail, or the agent won't run. - See Webhook trigger.
7. Did the agent actually run?
Go to Sidebar → Agent activity and look for the agent and contact. If you see the conversation, the trigger fired, and the problem is in what the agent did. Check its skills and instructions, and try it in Try it live.
Still stuck?
Voxido has account-wide safety limits you can't see in the app: a daily usage limit, and an automatic pause of all agents if something goes badly wrong many times in a minute. If every agent stopped at the same time, contact Voxido support.