Troubleshooting

Possible causes:

• Subscription is not active — check Billing
• Call forwarding is not set up or was removed — check Call Forwarding
• Phone carrier is not forwarding correctly — call your business number from another phone and listen for behavior (ring then voicemail = forwarding not active)

Quick test: Use the Testing page. If the AI responds there but not on phone calls, the issue is call forwarding, not the AI.

Possible causes:

• Outdated or incomplete instructions — update Business Info and Instructions
• POS catalog out of sync — go to POS Integrations and click Sync Catalog
• Ambiguous wording in instructions — the AI interprets literally, so be specific
• Recent changes have not refreshed everywhere yet due to caching

Fix: Update your instructions, save, then test immediately on the Testing page. If the new behavior still does not show up, make a small change, save again, and retest. Ask the specific question that was answered wrongly and verify the AI now gives the correct response.

Possible causes:

• Only one language is enabled and it is not the one you want — check Additional Settings Languages section
• Multiple languages are enabled but intro audio is disabled — without intro audio, callers cannot select a language and the AI defaults to the first language
• Language order is wrong — reorder languages in Additional Settings

Fix: Go to Additional Settings, verify which languages are enabled and their order. If multiple languages are needed, enable the intro audio so callers can choose.

Possible causes:

• No SMS numbers configured — check Notifications
• Phone carrier is blocking automated messages — try a different phone number
• Subscription is not active — check Billing

Quick test: Place a test call (or use the Testing page with Enable Notifications on) and check within 60 seconds.

Possible causes:

• POS connection expired or was revoked — check POS Integrations connection status
• Catalog not synced — click Sync Catalog
• Item not matched — caller used a different name than what is in the POS catalog

Fix: Disconnect and reconnect the POS, sync the catalog, then test an order.

Possible causes:

• Calendar connection expired — check Appointment Integrations connection status
• Minimum lead time too high — callers cannot book near-term slots
• Maximum days out too low — all available dates are excluded
• All slots are occupied on the connected calendar

Fix: Check and adjust booking settings, disconnect and reconnect the calendar if the connection appears stale, then test a booking.

Possible causes:

• Hours page shows you as currently open (time zone issue) — check Hours and Availability time zone
• After-hours audio not configured — go to Additional Settings and check the Outside Business Hours Action and its audio scripts
• Intro audio is disabled — the after-hours audio requires the intro audio system to be active. Enable Call Initial Intro in Additional Settings

Call recordings are generated after the call ends and usually available within 1–2 minutes. If a recording link is empty:

• The call may have been very short (under a few seconds)
• Try again later — recordings occasionally take longer to process
• Check Orders to see if the call record exists but the recording is still processing

1. Verify the Take Deposit toggle is enabled on the Business Info & Instructions page (for Restaurant and Retail orgs) or the Appointment Integrations page (for Contractor and Personal Assistant orgs)
2. Confirm that Allow Reservations/Appointments is also enabled — Take Deposit only works when appointments are active
3. Place a test call and try to book an appointment — the AI should ask for payment information before confirming
4. If the AI skips the deposit step, disconnect and reconnect your calendar or POS integration, then test again

1. Confirm the override was saved on the Hours and Availability page
2. Verify the date matches today (accounting for your configured time zone)
3. If you set the override after the business was already marked "open" for the day, place a new test call to trigger the AI to re-check hours

Changing your organization type on the Additional Settings page affects which features are available. For example:

• Switching from Restaurant to Information removes POS and appointment features
• Switching from Contractor to Restaurant shows POS instead of calendar integrations

Your previous settings are not deleted — they reappear if you switch back to the original type. Review your configuration after any type change to ensure everything is set correctly.