Run Through These 5 Steps First

90% of "not answering" issues are fixed by one of these. Work through them in order before emailing support.

  • 1
    Test your forwarding

    Call your business number from a different phone. Does it ring through? If calls aren't being forwarded, the issue is on the carrier side. See How To Forward Your Business Line to re-enter your forwarding code.

  • 2
    Check your agent is enabled

    Log into app.calllegend.com → Agents. The toggle next to your agent should be green (Active). If it's grey, click it to enable.

  • 3
    Verify your CallLegend number is assigned to your agent

    In the agent editor, scroll to Phone Numbers. Your CallLegend number should be listed here. If it's missing, click Assign Number and select it.

  • 4
    Check your Twilio number status

    Go to Dashboard → Settings → Phone Numbers. Your number should show status Active. If it shows Suspended or Error, email support immediately with a screenshot.

  • 5
    Call your CallLegend number directly

    Skip forwarding entirely. Call your CallLegend number directly from any phone. If the AI answers, the issue is with your forwarding setup, not the AI itself. If it still doesn't answer, proceed to Step 6 below.

Still Not Working?

If you've passed all 5 steps and the AI still isn't answering, there may be an issue on the platform side. Contact us with:

  • Your account email
  • Your CallLegend number
  • Which step failed (or that all 5 passed)
  • The number you were calling from when testing
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