99001: General Service Error

This error occurs when AI Assistants encounters a general service error while processing your request. Because this is a generic service failure, review Conversation History, recent API activity, and your Assistant configuration to identify whether the issue is tied to Tools, Knowledge, prompts, or Customer Memory.

• AI Assistants encountered a service-side failure while processing the request.
• The Assistant is not using Tools or Knowledge as intended for the request.
• A Tool configuration needs review, such as its name, description, input schema, HTTP method, or endpoint access.
• A Knowledge source is not indexed yet, has not finished processing, or needs to be refreshed.
• Recent API calls contain errors, unexpected data, or unusual response codes.

• Reproduce the issue in the Simulator so you can see which configuration, Tools, and Knowledge entries the Assistant uses for the request.
• Review Conversation History for the affected session to inspect user messages, Assistant messages, and any tool or knowledge calls.
• Inspect recent API calls and logs for failed requests or unexpected response codes.
• Verify each Tool is fully configured and that Twilio can reach the required endpoint.
• Confirm each Knowledge source has completed processing. Refresh outdated sources or enable auto-update if needed.
• Review the Assistant personality prompt and Customer Memory settings if the issue appears only for specific prompts, identities, or sessions.
• Contact Twilio Support if the error continues. AI Assistants is in Developer Preview and is not covered by a Twilio SLA.

• AI Assistants FAQs and Troubleshooting
• Conversation History API
• AI Assistants Simulator