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Communication Troubleshooting

Use this page when a responder is not getting the call or SMS you expected in 1stLine by Burava.

The user is not receiving calls or SMS

Check these first:

  1. the Line Member has a Communication Rule
  2. the user has a saved phone number
  3. the phone number is verified
  4. the Communication Rule has at least one matching Communication Routine
  5. the routine uses the expected Integration

If the user can respond in escalation but never receives call or SMS, the problem is usually in Communication setup, not in the Chain itself.

The Communication Rule exists, but the call still does not happen

Check the routine itself:

  • does Actions include Make Call
  • is Delay longer than you expected
  • do Routine Conditions block the call

If the condition compares P1, P2, or P3, enable Is Priority. Without it, greater than and less than comparisons behave like plain text comparisons instead of priority comparisons.

SMS works, but the call does not

This usually means the Communication Rule is running, but the call routine is not configured the way you think.

Review:

  • the call routine’s Actions
  • the selected Integration
  • the routine’s Delay
  • the routine’s Routine Conditions

If the rule uses more than one routine, make sure you are checking the routine that actually sends the call.

The user sees Unverified Phone Number

Open User Profile, then:

  1. confirm the correct Phone Number is saved
  2. click Send Verification Code
  3. enter the 6-digit PIN
  4. click Verify

Until that is done, 1stLine warns that the user cannot receive SMS or calls through escalation lines.

See Guide: Verify a Phone Number for the full flow.

The integration works for one routine but not another

Review whether the routines use the same Integration.

Each routine stores its own Integration choice. If one routine was saved with a different integration, the results can differ even inside the same Communication Rule.

The integration appears as plan disabled

If a routine references the system default communication integration and your plan does not include it, the UI can show it as disabled by plan.

In that case, either:

  • use your own Communication Integration
  • or upgrade to a plan that includes the default communication integration

See Limits for more information.

A Communication Rule disappeared from a Line Member after cleanup

If a Communication Rule was deleted, do not assume Line Members are still using it.

Open the affected Line Member and confirm the intended Communication Rule is still selected.

Add Integration is not available

Adding or editing Communication Integrations requires the organization role that can manage integrations.

If you can create Communication Rules but cannot add integrations, ask an Org Admin to either:

  • add the integration for you
  • or adjust who manages Communication Integrations in your organization