Callers hear a default message instead of my IVR
When a caller dials your number and hears a generic message — “the call cannot be completed”, a beep, or a stock “thank you for calling” without your branding — your IVR flow isn’t running. Work through this list.
1. Is a flow assigned to the number?
Open Settings → Voice and select the phone number. A number that has a flow assigned opens on its Flow tab; a number without one shows the No Voice Flow panel.
If no flow is listed as assigned, don’t assume the generic fallback is expected yet. First check whether the number is answered by Agent Stack or another default route.
- If the number has no IVR flow and no Agent Stack/default route configured, it falls back to a default. Assign a flow — pick an existing one or create a new one from the same panel.
- If Agent Stack is configured for the number, calls may be handled there instead of by an IVR flow. Check the Agent Stack setup before troubleshooting this as an IVR assignment issue.
2. Is the number still provisioning?
Still in Settings → Voice, check the status badge on the phone number.
- Provisioning — the number is still being provisioned. Calls won’t ring through yet. Wait for the badge to change.
- Published, Draft, Agent Stack or No flow — the number is live and the badge is reporting how it routes; the issue is elsewhere.
For numbers stuck in Provisioning for more than a few business days, see Add a phone number troubleshooting.
3. Did the flow save with validation errors?
Open the flow in the IVR builder. A validation panel at the bottom of the canvas lists any errors and warnings; click one to jump to the node. Common ones:
- A node isn’t connected to the flow at all.
- A required output handle is unconnected.
- A Send to Queue node references a deleted queue.
- The flow has no path to a terminal node.
Invalid flow definitions cannot be saved because the saved definition is what callers hear. Fix the errors listed in the validation panel, then use Save & Publish again.
4. Are you dialing the right number?
Double-check that the number you’re calling matches the one in Settings → Voice. It’s easier than you’d think to assume a different number — especially when you’ve been switching between test numbers.
5. Is the call hitting the right entry point?
If your IVR has a Language Selection or Returning Customer node at the top, the caller is routed differently based on the input — they may be reaching a branch you didn’t intend. Walk through your own IVR with a real call and see where it goes.
6. Has the flow’s revision been published?
Saving updates the live definition callers use. Publishing stamps a revision and provisions the phone network. If the number is already assigned to that saved definition, callers won’t wait for a separate published revision before hearing your latest saved flow.
Confirm the assigned flow is the one you’ve been editing — and that you saved it after editing.
When to ask for help
Contact support if:
- A flow is assigned, the number is live, the flow has no validation errors, and calls still land on a default message.
- You can show specific call SIDs or timestamps where the flow should have run but didn’t.
Include the phone number, the flow name or ID, and one or two call timestamps. Support can look up the call in Twilio’s logs to see what happened.