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. Go to the Flows tab.
If no flow is listed as assigned, the number falls back to a default. Assign a flow — pick an existing one or create a new one from the same tab.
2. Is the number Approved?
Still in Settings → Voice, check the status badge on the phone number.
- Pending — the number is still being provisioned. Calls won’t ring through yet. Wait for it to flip to Approved.
- Approved — the number is live; the issue is elsewhere.
For numbers stuck in Pending 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. The canvas highlights any nodes with validation problems. Common ones:
- A node has no incoming connection (unreachable).
- A required output handle is unconnected.
- A Send to Queue node references a deleted queue.
- The flow has no path to a terminal node.
A flow with validation errors may still be saved as a draft but won’t be picked up for live calls. Fix the errors and re-save.
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?
If your tenant has flow revisions enabled, an edited flow may exist as a draft separate from the published version. 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 Approved, 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.