The receptionist didn't answer, or got it wrong
Your AI receptionist didn't pick up, hung up too soon, transferred when it shouldn't, or gave a wrong answer. Here's how to find out why.
It didn't answer at all
Check these in order.
- Is the number pointed at it? On Phone numbers, the number should show → Receptionist: and its name. If it shows something else, open the receptionist and press Point a number. If the number itself isn't Ready, see Calls aren't ringing.
- Is it published? Open the receptionist. If the status says Draft, not yet published, live calls aren't handled yet. Press Publish.
- Is the add-on on your plan? If AI receptionist has disappeared from your sidebar, your plan no longer includes it. See Change your plan.
Your receptionist never stops answering because you've used your AI minutes. Minutes past your pool are billed instead. See How AI receptionist minutes work.
It answered, but something went wrong
Start by reading the call. Open the receptionist's Usage tab, find the call under Recent calls, and open it. You see the transcript, the timeline and the recording.
| What happened | Likely cause | Fix |
|---|---|---|
| Gave a wrong answer or made one up | The answer isn't in its knowledge base, or two documents disagree. | Add or fix the document. Check Questions you can't answer yet in Knowledge. |
| Said "I don't have that" | Nothing in its knowledge base covers it. | Add it, then try it under Try a question. |
| Hung up too soon | It heard a goodbye. | Check Hang up after goodbye on the Policies tab. Make your instructions clear about when a call is over. |
| Didn't hang up | End the call is off. | Turn on End the call on the Tools tab. |
| Transferred, but nobody picked up | The person was away, on another call, or offline. | The caller went to voicemail. Turn on Look up who works here so it checks first. See Hours, transfers and escalation. |
| Couldn't do something it offered | The tool isn't set up, or it needs the caller verified first. | Open the tool on the Tools tab. The What it did mid-call list shows failed tools. |
| Wrong about being open | No schedule chosen, or Check business hours is off. | Add your schedule under Schedules and turn the tool on. |
| Treated after-hours calls like daytime | Its instructions don't say what to do after hours. | Add that to its Instructions. |
After any change, press Publish and place a test call. Callers hear only the published version.
Still stuck?
Note the call's Call # from Reports → Call history and contact support. Tell us what the caller asked and what the receptionist did.
Or press Get help (the ? in the console's top bar). It searches help first, then sends us your request with the page you're on. Follow our reply under My support tickets in your avatar menu.
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