Are you having trouble placing calls with the Loxo Dialer? Are your calls dropping, or are you unable to hear the recipient (or vice versa)? Is your SMS not sending? You've come to the right place!
Note: Ringover and VXT (former integration) users will need to place calls and send SMS outside of Loxo, directly in their provider's application. VXT is a former integration partner no longer accepting new recruiting agency customers, but still supported within Loxo.
Call Troubleshooting
Why can't I make calls in Loxo?
If you are integrated with Twilio or RingCentral and your Click-to-Dial isn't working in Loxo, the first step is to check that you have the proper Site Settings enabled. Please follow the steps below:
Open Chrome
Click the three dots in the upper right corner
Select "Settings" from the menu
Under "Privacy and security" on the left, click Site Settings
app.loxo.co might be listed under your Recent Activity. If not, click "View permissions and data stored across all sites," where you'll find app.loxo.co nested under loxo.co.
Permissions for "Microphone" and "Pop-ups and redirects" need to be set to "Allow" in order for your in-app calling features to work
Remember, if you use Ringover or VXT (former integration), it is expected that you will be redirected away from Loxo to complete the call in your provider's application. The data from the call will later be stored in the person's profile in your Loxo database.
If you use Twilio or RingCentral, but your Site Settings are not enabled properly, this can cause issues like calls dropping immediately after they've begun (or incoming calls going straight to voicemail).
My site settings are enabled, so why can't I make calls?
If your site settings are enabled, issues with making calls might be related to cached settings within your Chrome browser. Please try to clear your cache & cookies, and then restart your browser window to log back in and try making another call.
I've checked my site settings and cleared my cache. Why are my calls still failing?
If you've checked your site settings and cleared your cache, but you're still experiencing issues with calling, it might be related to VPN software installed on the browser/device. There are multiple ways in which the VPN can affect a VOIP connection. Whether you're using VOIP for interoffice communications or telecommuter connectivity, a VPN can encrypt voice traffic and eliminate the vulnerability of someone using a network analysis to capture the data and replay it. However, VPNs can also interfere with your VOIP integration and lead to instability (such as calls dropping without an obvious cause).
Are there other applications on your computer competing for the microphone?
Sometimes, when people have a lot of apps open and running in the background, this will interfere with call quality. These could include, but are not limited to, Teams, Zoom, Slack, Spotify, etc.
Other apps can cause interference with your computer's microphone and speaker systems. For example, if you are actively using your microphone in another application, this may prevent Loxo from being able to use your microphone for a call. Please start by force-quitting every single app on your computer to make sure Loxo is the only window open to use your microphone, and try to call again.
Why can't I hear the person on the other end (or vice versa)?
If you or the person on the other end is having trouble hearing each other, check to make sure your speakers and your microphone are enabled.
If you're using your computer's built-in speakers and microphone, you can check to make sure both are functioning properly in your system settings.
If you're using a headset, either wired or Bluetooth, check your system settings to ensure the headset is enabled for both input and output volume.
Why do I hear buzzy noises or crackling during my calls?
Most of the time, when a crackling sound or buzzy noise occurs, the issue is in the local connection on either end of the call. We recommend checking your network connection to ensure all is well on your end, and to see if audio issues persist on other calls, as sometimes audio issues stem from poor reception on the other person's end.
Because Loxo works with VOIP partners to provide calling from Loxo, the best way to work through troubleshooting audio quality is to:
Log a recording of the noises if possible
Log a date and timestamp for when the sound(s) occurred
Keep a record of the numbers involved in the calls
This will enable the Loxo Team to work with your VOIP provider to learn more about what could be happening.
Note: if you use Ringover or VXT, it will be better to troubleshoot call audio with their team directly, as calls made through these integrations take place directly in their applications.
Reach Out to Support with a Network Test
The next troubleshooting step would be to share examples of calls in which the quality was bad (Candidate names & numbers, as well as the approximate day/time of the calls). Additionally, for Twilio users, please complete this test: https://networktest.twilio.com/ and send us screenshots of the results via support@loxo.co.
SMS Troubleshooting
Why aren't my text messages sending?
Ensuring Proper Integration Setup
For SMS functionality in Loxo, ensure your account is integrated with one of the supported telephony providers, Twilio, RingCentral or RingOver. Integration is essential to enable sending and receiving SMS seamlessly. Consult the respective provider's documentation for step-by-step integration instructions.
There are a few things to consider if your text messages aren't sending.
Verify that the number you're sending SMS to is in a valid format. We recommend avoiding parentheses or hyphens. For example, use +15556667777, not (555) 666-777.
Verify the number that you are texting is a mobile number that can receive SMS. Landlines, such as an office phone number, won't be able to receive a text.
If you're sending SMS to people in the United States and messages are failing, you'll need to make sure you are A2P (Application-to-Person) approved before you can successfully send SMS to people based in the U.S.
If messages fail due to the error: permission to send to this region is turned off, ensure that geo-permissions are enabled for that country in your VOIP account.
For additional help with troubleshooting SMS issues, feel free to reach out to support@loxo.co.
Frequently Asked Questions
Why am I not receiving an SMS notification when a candidate replies?
The candidate may have replied from a different phone number, or the phone number on their profile may have been edited or removed. Start by confirming that the number they are sending the reply from matches the number on their profile in your Loxo database. Notifications may also fail to route correctly if an "Owner" is not assigned, or there is no recent "Last Contacted" activity on the profile. Ensure that the profile ownership and activity status are updated to prevent routing defaults to the first admin listed.
If your team uses a shared phone number for SMS, the notification may have been sent according to the last person to contact the candidate or to the candidate owner, if that user is someone other than you.
Why didn't our entire team receive a notification for an incoming text message?
By default, SMS replies are directed to the last Loxo user who sent a message to the contact. If no one has contacted that person yet, notifications are sent to whoever is listed as the Owner on the Loxo profile. If the incoming text comes from a number that is not linked to a user, the SMS notification will be delivered to the first admin on the account. Regularly auditing your database for phone number accuracy, uniform formatting, and clear ownership is recommended to ensure SMS notifications route correctly to the intended recipient.
Why didn't our entire team receive a notification for a response to a Campaign SMS?
By default, SMS replies will be sent to the last Loxo user who texted the contact, the Campaign creator, and anyone who added the contact to the Campaign—potentially up to three people.