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 |
| SMS confirmations not sending | Phone number or opt-out issue | Check Conversations → verify SMS Auto-Reply is ON. Check customer hasn’t opted out. Verify number format (+44 not 0). If still stuck, contact support with the customer’s number. |
| ”Request failed” error toast | Temporary server issue | Wait 30 seconds and refresh the page. Try logging out and back in. If persistent, clear browser cache and try in incognito mode. If still stuck, contact support with a screenshot. |
| 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 |
| AI sounds robotic or glitchy | Voice quality issue | Go to Receptionist Settings → try a different voice (Sarah and Alice tend to sound most natural). If audio is choppy, this is usually a caller’s poor mobile signal, not the AI. |
| Appointment booked but no SMS sent | Missing phone config | Check that your AI has a provisioned phone number on the Phone page. SMS confirmations are sent from your AI number — if there’s no number, SMS can’t send. Also check customer hasn’t opted out. |
| Lead info is wrong or incomplete | Caller didn’t provide details | Edit the lead directly: go to Leads → click the lead → Edit. The AI captures what the caller says — if they gave a wrong number or skipped their name, you can fix it manually. |
| Want to delete all my data | GDPR data deletion | Go to Account Settings → scroll to Danger Zone → click Delete Account. Your data is deleted after a 30-day grace period. For deleting a specific call recording, contact support. |
| Forgot my password | Can’t log in | Click “Forgot Password” on the login page. Enter your email and check your inbox (including spam folder) for a reset link. The link expires after 1 hour. If you don’t receive it, try again with the exact email you registered with. If still stuck, contact support. |
What to Include When Contacting Support
If the fixes above didn’t solve your problem, submit a support ticket. Include these details so we can help you faster:- Your business name (as shown in your dashboard)
- What you were trying to do (e.g., “book an appointment”, “connect Google Calendar”)
- What happened instead (e.g., “got a red error toast saying ‘Request failed’”)
- Screenshot of the error — this is the single most helpful thing you can provide
- Your browser (Chrome, Safari, Firefox, Edge) and device (desktop, iPhone, Android)
- When it happened — date and approximate time, so we can check server logs
- Steps to reproduce — can you make it happen again, or was it a one-time thing?
Still Stuck?
Contact Support
Submit a support ticket from your dashboard
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