Documentation Index
Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
Use this file to discover all available pages before exploring further.
Need help? Open Support to submit a ticket directly from your dashboard.
Diagnostic Decision Tree
Use this diagram to quickly identify which section to jump to based on your issue type.Quick Fix Table
| Problem | Likely Cause | Solution |
|---|---|---|
| AI gives wrong prices | Pricing not in Knowledge Base | Go to Knowledge Base → add PRICING articles with your rates |
| AI says “I don’t know” to a question | Missing knowledge for that topic | Check which Knowledge Base category is empty → add articles |
| Calls aren’t being forwarded | Carrier forwarding not set up | Follow the Call Forwarding guide for your specific carrier |
| ”Request failed” error toast | Temporary server issue | Wait 30 seconds and refresh. If persistent, contact support. |
| AI hangs up too early | Silence timeout too short | Go to Receptionist Settings → increase silence re-engagement timeout |
| No leads appearing after calls | Lead capture is disabled | Go to Receptionist Settings → enable “Capture Lead Info” |
| No appointments appearing | Booking is disabled | Go to Receptionist Settings → enable “Book Appointments” |
| Customer got wrong appointment time | Calendar not synced | Connect Google Calendar in Integrations → AI checks your availability |
| AI doesn’t know my business hours | Hours not in Knowledge Base | Go to Knowledge Base → add HOURS article, or My Business → set hours |
| Dashboard shows 0 calls | Forwarding not working or no calls yet | Call your AI number directly to test. Check forwarding setup. |
| Conversations page is empty | SMS auto-reply is off | Toggle “SMS Auto-Reply” ON in the Conversations page header |
SMS Not Sending
If your AI is not sending SMS confirmations or follow-up texts, work through these steps in order:Check the SMS toggle
Go to Receptionist Settings and make sure the SMS-related toggles are enabled. Also check the Conversations page header — the SMS Auto-Reply toggle must be ON.
Check if the customer opted out
If a customer previously texted STOP, CANCEL, or UNSUBSCRIBE to your number, they are opted out and will not receive any further texts. They can text START to re-subscribe.
Verify Twilio number configuration
Your phone number needs an active SmsUrl configured on Twilio. If you provisioned your number recently and SMS still isn’t working, contact support — we can check your Twilio number setup.
Contact support
If all the above look correct, submit a support ticket with your business name and the phone number that isn’t receiving texts.
Calendar Not Syncing
If appointments booked by your AI are not appearing in your Google or Outlook calendar:Check your integration status
Go to Integrations in the sidebar. Find Google Calendar or Outlook Calendar and check whether the status shows Connected (green).
Reconnect if expired
Calendar tokens expire periodically. If the status shows Disconnected or Expired, click Reconnect and go through the OAuth flow again. This refreshes the token.
Verify the correct calendar is selected
After connecting, make sure you selected the right calendar (some people have multiple Google calendars). The AI books into whichever calendar was chosen during setup.
Calendar sync happens immediately when the AI books an appointment. There is no delay or batch process. If appointments are missing, the integration token has almost certainly expired.
CRM Leads Not Appearing
If leads captured by your AI are not showing up in HubSpot, Salesforce, or GoHighLevel:Check the integration toggle
Go to Integrations and verify your CRM integration is Connected and Enabled. Some integrations have a separate enable/disable toggle.
Verify your API key
CRM integrations require a valid API key. If you recently rotated your CRM API key, you need to update it in CloseTheCall. Go to Integrations → your CRM → update the API key.
Check field mapping
Leads are synced with standard fields (name, email, phone, service requested). If your CRM has required custom fields that aren’t being filled, the sync may silently fail. Check your CRM’s API logs for rejected records.
Knowledge Base Not Being Used by AI
If you’ve added articles to your Knowledge Base but the AI still says “I don’t know” or gives wrong answers:Check that articles are active
Go to Knowledge Base and make sure your articles are published and not in draft. Only active, non-deleted articles are included in the AI’s knowledge.
Check your intelligence score
On the My Business page, look at your Intelligence Score. If it’s below 60%, you likely have gaps in critical categories like SERVICES, PRICING, or HOURS that the AI needs.
Re-sync to VAPI
After adding or editing articles, the system automatically syncs your knowledge to the AI. If you suspect the sync didn’t happen, go to Knowledge Base and click Re-scan Website — this triggers a full rebuild of the AI’s knowledge.
Calls Going to Voicemail Instead of AI
If calls to your business number are hitting your personal voicemail instead of being answered by the AI:Verify call forwarding is active
The most common cause is that call forwarding from your carrier to your AI number was never set up, or it was accidentally turned off. Go to Phone in your dashboard and follow the carrier-specific instructions for your provider (EE, O2, Vodafone, AT&T, etc.).
Check your AI number is active
In the Phone page, verify that your AI number shows a green Active status. If it shows inactive, contact support.
Check forwarding type
Make sure you set up “Forward when unanswered” (recommended), not “Forward all calls”. With unanswered forwarding, your phone rings first and then forwards to the AI if you don’t pick up. If the ring time is too short, increase it in your carrier settings.
Still Stuck?
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Frequently Asked Questions
Why does my AI say it booked an appointment but nothing shows on my calendar?
Why does my AI say it booked an appointment but nothing shows on my calendar?
This almost always means your Google Calendar or Outlook integration token has expired. Go to Integrations, disconnect your calendar, and reconnect it. The appointment may still be recorded in your Appointments page even if the calendar sync failed — check there first.
Why is the AI giving outdated information about my business?
Why is the AI giving outdated information about my business?
The AI uses your Knowledge Base articles. If you changed your prices, hours, or services but didn’t update the Knowledge Base, the AI will still use the old information. Go to Knowledge Base, find the outdated article, and edit it. Changes sync to the AI within seconds.
My customers say they can't reach me at all — what's wrong?
My customers say they can't reach me at all — what's wrong?
This is usually a carrier forwarding issue. Test by calling your business number from a different phone. If it goes straight to voicemail, your forwarding is off. Follow the carrier instructions on the Phone page. If you hear the AI answer, the issue may be with a specific caller’s network — ask them to try again.
Why are some calls showing 0 seconds duration?
Why are some calls showing 0 seconds duration?
A 0-second call means the caller hung up before the AI could answer, or there was a network error on the carrier side. This is normal for a small percentage of calls (1-3%). If you see a high number of 0-second calls, check that your AI number is active and responding.
The AI is speaking in a different language — how do I fix it?
The AI is speaking in a different language — how do I fix it?
Go to Receptionist Settings and check the Language section. If you have a secondary language enabled (bilingual mode), the AI will switch languages when it detects the caller is speaking another language. To disable this, remove the secondary language selection.
My SMS conversations page is empty even though I enabled SMS
My SMS conversations page is empty even though I enabled SMS
Make sure the SMS Auto-Reply toggle is ON at the top of the Conversations page. Also verify that your phone number has SMS capability — go to the Phone page and check that your number type supports SMS. UK landlines do not support SMS; you need a mobile number for two-way text messaging.
Why am I getting duplicate leads?
Why am I getting duplicate leads?
The AI creates a new lead each time a caller provides their details. If the same person calls twice and gives their info both times, you’ll see two lead entries. You can merge them manually from the Leads page. The AI does attempt to match returning callers by phone number, but if they call from a different number, a new lead is created.
How do I reset my AI to default settings?
How do I reset my AI to default settings?
There’s no one-click reset button. However, you can go to Receptionist Settings and manually revert the greeting, personality, and other settings. For the Knowledge Base, you can click Re-scan Website on the Knowledge Base page to re-crawl your website and regenerate articles from scratch.