Voice assistant troubleshooting
A step-by-step checklist for when the assistant doesn't answer, gives wrong information, doesn't book or can't transfer.
4 min read
Most voice assistant problems are solved in one of four places: forwarding, working hours, the call transcript, and what the assistant knows. This page collects the most common symptoms and what to do about them.
Four checks first
- Did the call reach the assistant? Check AI Agents → Voice AI → Dashboard & Logs for a log at that time. If there's none, the call never reached the assistant; the problem is forwarding.
- Are the working hours right? Check the Working Hours setting in the assistant's Deploy section; the time zone should be Europe/Istanbul.
- What does the transcript say? If there's a log, read the transcript: did the assistant understand the caller, and where did it get stuck?
- Is the information current? Are your listings, office details (address, opening hours) and transfer numbers up to date?
Details: Call logs and summaries.
The assistant doesn't answer
Callers still ring in the office or hear an engaged tone
- Remember the forwarding scope: with unanswered only, the phone rings in the office first. That's expected.
- The forwarding setting with your carrier or switchboard may have changed. Write to your consultant before changing it yourself; a wrong setting can stop calls arriving at all.
- See Phone numbers and forwarding.
It doesn't answer out of hours
If Custom Schedule is selected under Working Hours, the assistant only works during those hours. If you changed the hours for a holiday, you may have forgotten to change them back.
The assistant gives wrong or incomplete information
It describes a listing that's already sold
Your listings file is out of date. Send sold and let properties to your consultant the same day. See Preparing your listings.
It says "one of our agents will get back to you on that"
The assistant doesn't make things up when it doesn't know; that's the right behaviour. If the question comes up often, send the answer to your consultant so it can be added to the assistant's knowledge.
It misunderstands callers
Read the transcript. Background noise, a poor line or very short answers can make understanding harder. If the same mistake keeps happening, send the date and time of the call to your consultant. See Testing and tuning.
It won't give a figure when asked about value
That's by design. The assistant doesn't give a valuation; it offers a valuation appointment. If you want it to quote a listing's asking price when asked, the price must be in your listings file.
Appointments and transfers
The appointment isn't in the calendar
- Are you looking at the right calendar and agent? Check the filters in Calendars.
- If an agent's Google or Outlook calendar is connected and the connection has dropped, busy times may show incorrectly. See Connecting Google and Outlook.
- The assistant only offers times that show as free. If there are none, it can't book; check availability. See Availability.
Live transfer doesn't reach the agent
- The assistant calls the agent first. If the agent doesn't answer, it leaves a call-back note and a task; that's expected.
- The transfer number may be wrong, or the agent may have changed. Check the transfer numbers and ask your consultant for changes. See Live transfer.
The listing link didn't arrive on WhatsApp
- The caller's number may not use WhatsApp.
- Your WhatsApp number may have disconnected or its quality rating may have dropped. See Messaging troubleshooting.
Things missing from the CRM
There was a call but no contact or opportunity was created
If the call was very short (the caller hung up straight away), there may be nothing to record. If there's a log but no card, send the date and number to your consultant. See CRM updates after a call.
Test calls are inflating reports
Delete the contacts and opportunities created by test calls from your own number, or tag them test.
If none of this helped
Write to your consultant or our support team with:
- The date and time of the call
- The caller's number (unmasked, only in the support conversation)
- What you expected and what happened (one sentence)
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Didn't solve your problem?
Ask the assistant or message our support team.