Troubleshooting — Common Issues and Fixes

The issues below are real problems we've encountered working with self-hosted and DIY deployments. Each fix is verified. If you hit something not on this page, contact support — we will add it.

Twilio error 22105 — Invalid VoiceUrl

Symptom: Twilio rejects your webhook URL with: Twilio API 400: {"code":22105,"message":"Invalid URL provided for VoiceUrl: http://api:8000/api/v1/telephony/inbound/run"}

Cause: the BACKEND_API_ENDPOINT env var on your self-hosted deployment is set to http://api:8000 (internal Docker hostname). Twilio cannot reach internal Docker hostnames.

Fix: SSH to your server. Open /root/aiwebcall/.env. Delete the line BACKEND_API_ENDPOINT=.... Delete the line BACKEND_URL=.... Verify PUBLIC_BASE_URL=https://[your-public-domain]. Run cd /root/aiwebcall && docker compose up -d --force-recreate api. Then in Shopbell dashboard, re-attach the Twilio number to the telephony configuration so the corrected webhook URL is pushed to Twilio.

'Dograh API is not reachable at http://localhost:8000'

Symptom: When you test a Web Call, you see this error in the workflow editor.

Cause: Your browser cannot reach the API. On self-hosted deployments, this means the API container is not running OR the Caddy / nginx reverse proxy is misconfigured OR the BACKEND_API_ENDPOINT is set to localhost:8000 (which only works on the server itself, not in your browser).

Fix: Check docker ps on your server — the API container must show 'Up'. Check your Caddyfile / nginx config — the API must be reverse-proxied under /api/v1/* on your public domain. Check the BACKEND_API_ENDPOINT env var. For full troubleshooting, see the Connecting a Twilio Number guide which covers the env-var fix in detail.

Browser microphone blocked

Symptom: Web Call button is disabled, or you click it and nothing happens, or you see 'Permission denied' in the browser console.

Fix: Click the site permissions icon (left of the URL in Chrome, Firefox). Find app.shopbell.ai. Allow microphone. Hard refresh. Click Test Call again. In Chrome, you can also go to chrome://settings/content/microphone and remove app.shopbell.ai from the blocked list.

Call connects but no audio / silent calls

Symptom: Twilio shows the call connected, the agent ran, the transcript says 'AI: [greeting]' — but the caller heard nothing.

Cause: WebSocket audio stream is not reaching Twilio. Either TURN server is disabled, or the firewall is blocking UDP media ports, or the agent's TTS is misconfigured (e.g., used a retired voice like Nicole).

Fix 1 (TTS): Check your workflow's TTS configuration. Nicole is retired — switch to Bella, Adam, or Sky. Save. Test.

Fix 2 (TURN): In your server's .env, verify TURN_HOST is set to your coturn server (default: TURN_HOST=coturn for the Docker coturn container). TURN_ENABLED should be true.

Fix 3 (Firewall): Open UDP ports 49152-65535 on your server's firewall (the RTP media port range). Twilio sends audio media over UDP — if these are blocked, the call connects but is silent. ufw allow 49152:65535/udp on Ubuntu.

Post-call webhook not firing

Symptom: Calls work fine but you never see the summary in Zapier / Google Sheets.

Fix: Check the Webhook node URL in the workflow. Click the Webhook node, verify URL is reachable (curl it from your laptop). Check Shopbell Recordsings page — the call should show 'webhook fired' or 'webhook failed' status. If failed, the destination URL was unreachable or returned non-2xx. The webhook retries 3 times with exponential backoff.

Call recording missing

Symptom: A call appears in Recordings but no audio link.

Fix: Check that call recording is enabled for your Twilio account. Check that your inbound workflow has a recording-enabled telephony configuration. Recording is on by default for Twilio configurations — verify under Telephony Configurations → [your config] → 'Recording Enabled' is checked.

Frequently Asked Questions