Troubleshooting
Diagnose and fix common issues with your phone assistant.
Quick triage
Before diving into specific symptoms, run through these five checks:
Is your subscription active?
Go to Billing and Subscription. If the status is not Active, Paid, update your payment method and resolve any outstanding balance.
Is call forwarding configured?
Go to Forwarding Phone. Verify your business phone is forwarding to the correct call forwarding number.
Are your hours correct?
Go to Hours of Operation. Confirm the current time falls within your open hours and the time zone is correct.
Are your information and instructions saved?
Go to Business Info. Check that your content is saved (not in draft state).
Run a test
Go to Test Simulator and chat with the phone assistant through the widget. This isolates whether the issue is with the AI phone assistant itself or with call forwarding phone setup.
Delayed Changes: If a recent update is not reflecting on your live setup, it may be due to system caching. You can often force a refresh across the system by making a minor edit to a related setting, saving the page again, and retesting. Re-saving triggers the platform to push the latest configurations immediately.
Common issues
Escalating to support
If you have worked through the relevant troubleshooting steps above and the issue persists, you can reach the support team through Profile and Account.