SymptomsAgent received the Voice ID enrollment call, reads the text but then nothing happens. Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCResolutionConfirm that the agent went through the expected process: Once the agent has finished readi...
Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCValidsoftResolutionCheck that the agent is using a direct number, i.e., a personal mobile phone Note: Do not use a shared extension or a contact center solution for enrollment where calls might be...
SymptomsAgent does not receive the enrollment call within 5-minutes of the request. Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCValidsoftResolutionHave the user temporarily add the ValidSoft calling #1-361-344-4900 to their contacts list so ...
SymptomsAgent clicks on the enrollment email link and gets an error stating that the access token is invalid. Applies ToAgent Voice IDAgent Voice ID EnrollmentIFCCValidsoftResolutionDelete the agent and add/ reinvite the agent again Ensure the agent...
Symptoms403 error occurs on only a handful of callsApplies ToTransactions APIResolutionCheck the transaction ID associated with the error to see if a transcript is associated with the call. If not, you should expect to see a 403. If there is a transc...
SymptomsWhen reviewing call reports, a landing page or calling page appears that is not associated with the source phone number.Applies ToAttribution DataCall ReportingResolutionCheck the landing pages to see if there are any hard-coded phone numbers...
Symptoms GA4 Invoca-related conversion events greatly outnumber the number of Invoca call events. Applies To Google Analytics 4 Resolution One potential issue that can lead to more calls in GA4 than Invoca is if you utilize Google Tag Manager to send...
SymptomsA phone number in the aria-label and title remains the same instead of being replaced with the Invoca number.<a href="tel:+1888.123.4567" aria-label="1.888.111.2222" title="call 888.111.2222">1.888.123.4567</a> Applies ToNumber swap, Invoca T...
SymptomsCalls are misrouted even after making updates to the Invoca tagApplies ToInvoca Call RoutingResolutionThe issue should resolve itself after the attribution window expires for previous users who visited the website.If you notice the number of ...
SymptomsThe Adobe Analytics Pre-Transfer Webhook is not firing on calls that it is expected to fire on.Calls that the webhook is not firing on are from Syndicated Campaigns that forward calls to another Invoca Network.Applies ToCustomers who have one...
Important note! Invoca made an update to the Microsoft Ads integration in November 2024. Authorizing with a user that has linked access to the target accounts is now supported. The information below is no longer relevant. Symptoms Some but not all ...
SymptomsAn error appears after inputting an international address, stating, "The address provided can't be validated."Applies ToDirect Phone NumberResolutionIf the address provided gives the user trouble, try inputting a different international addre...
SymptomsISO 8601 date-time format option in the Substitute parameter is not availableApplies ToThis solution pertains to custom webhooks within the request body configurationResolutionInclude one of the following formats. Note that "Call_start_time_P...
SymptomsInvoca call conversion action was previously ingesting dataYou made a name change to the conversion action Data stopped flowing after the conversion action updateApplies ToGoogle AdsResolutionFirst, change the conversion name back to our nami...
SymptomsYou are using the "Ask for Number Input" node in a campaign call treatment and have selected the Question Type, "Zip Code."After a caller inputs their 5-digit zip code, there is a long pause (over 5 seconds) before moving on to the next node....
SymptomsThe invalid value error appears when attempting to sync or integrate the Google Ads accountApplies ToGoogle AdsResolutionLog in to your Google Ads account: Use your Google Ads credentials to access your account.Navigate to "Conversions" in yo...
SymptomsWebhook deliveries are failing with a 429 response of "Too many requests".Applies ToWebhook deliveries.ResolutionThere are two things we can do from the Invoca side: Apply re-fires to the webhookApply delays to the webhook These can b...
SymptomsSend Invoca call data and Signals to HeapApplies ToUpdating the tag to capture the Heap User ID and Session IDUtilizing the Post-Call Custom Webhook featureResolutionBefore implementing any updates in Invoca, it's crucial to consider the foll...
SymptomsA newly created in campaign does not have the Go Live or Actions buttons in the header bar as expected. Customer cannot activate the campaign or any edits to the campaign.Applies ToAdvertiser CampaignsResolutionCustomer will need to archive...
SymptomsConversions aren't populating in SA360The error response referenced in the title appears in the delivery history under responses.Applies ToSA360ResolutionThe user should either have the user who authenticated the issues to make any changes to...
