The AI receptionist is not answering

Silence, wrong answers and failed transfers.

It does not pick up at all

Check AI minutes. The most common cause. When minutes run out with no credit balance, the assistant stops answering — and nothing announces it. Open Settings → Usage & credits. See AI minutes & usage.

Set a usage alert so this does not recur.

Check the number's destination. Open Phone Numbers and confirm Who answers your calls is set to your AI receptionist on the number you are testing. A perfectly configured assistant on a number pointing elsewhere helps nobody.

Check the channel is on. Open AI Receptionist → Phone Calls and confirm Answers phone calls is enabled.

Check it is not paused. A paused assistant sends calls to its Forward to while paused destination — or nowhere if that is unset.

It answers but says the wrong things

Wrong facts are almost always a knowledge problem, not a prompt problem. Fix the fact rather than instructing the assistant around it.

• Wrong prices → Products & services
• Wrong hours → Contact information, and check they match Settings → Business hours
• Services you do not offer → state the exclusions in Company details
• Invented answers → add the missing fact to Additional knowledge

If you scanned your website at signup, re-read what was imported. Scrapers pick up stale pricing pages.

It mishears callers

Add the words it gets wrong under Specialized terms in Scenarios & call types. This helps recognition as well as pronunciation.

Also check the assistant's Language is correct — the wrong language degrades recognition badly, not just output.

It interrupts people

Move End-of-speech patience toward Patient under Phone calls.

Do this if your callers are older, speak slowly, or read out numbers and addresses.

It will not transfer

Open AI Receptionist → Transfers & Escalation.

• Is a Transfer to destination set?
• Does that destination actually answer?
• Is there a fallback for when it does not?

An assistant that refuses to fetch a human is the fastest way to make a caller angry. Test this path specifically.

Transfers fail silently

If the transfer destination does not answer and no fallback is configured, the call drops. Set a fallback — voicemail, a message, or a callback offer.

It stopped working after an edit

Open Version history in the editor, compare against the version that worked, and restore it if needed.

Prompt changes have effects you will not predict from reading them. Always retest after editing. See Test your assistant.

Spam is eating my minutes

Enable Screen spam & robocalls and add repeat offenders to the block list. See Spam & blocking.