11 GUIDES
Troubleshooting
Find the cause, check your settings, and get back on track.
- A booking has the wrong time or missing informationCheck the flow and calendar timezones, test an exact date, and match booking field identifiers to the provider.
- A charge or usage balance is unexpectedCheck auto-recharge, blocked calls, invoices, included minutes, personal AI message allowances, and cancellation effects.
- A client cannot open an invitation or find a workspace featureAccept an invitation with the invited email address, then check portal access, team role, permissions, and account type.
- A portal domain or its branding is incorrectCheck portal and email subdomains, DNS records, verification status, signup errors, and agency or client branding.
- A text, email summary or booking link didn't arriveCheck notification recipients, empty-call suppression, booking-link functions, workflow runs, and message-flow assignments.
- Calls aren't reaching my agentCheck inbound redirects, call direction, number assignment, balance, and carrier forwarding when an agent does not answer.
- My changes aren't showing on callsCompare draft and published calls, check inbound redirects and direction changes, and diagnose unsaved edits or stale demo links.
- Request an account change or written policy informationFind self-serve email, cancellation, and workspace deletion controls, and request account closure or policy documents from support.
- The agent doesn't transfer calls correctlyCheck transfer conditions, destinations, hand-off style, ring time, fallback, and business hours, then test by phone.
- The agent gives an incorrect knowledge-base answerCheck knowledge attachments, conflicting instructions, overlapping sources, deleted content, and the agent name.
- The agent goes silent, can't hear the caller, or doesn't sound rightCheck voice credentials, language filters, noise cancellation, silence timers, and call length for voice problems.