TroubleshootingBeginner5 min read

AI Receptionist Not Answering Calls - How to Fix

Fix issues when your AI receptionist isn't answering incoming calls. Step-by-step troubleshooting guide with common causes and solutions.

Quick Answer: If your AI receptionist isn't answering calls, check your phone number assignment, verify call forwarding settings, and ensure your subscription is active. Most issues are resolved by verifying the phone setup configuration.

What You'll Learn

This guide covers the most common reasons why your AI receptionist might not be answering calls and provides step-by-step solutions to get it working properly.

Step-by-Step Troubleshooting

Navigate to Connect > Phone and verify you have a phone number assigned
Check that call routing is set to AI First (the recommended setting)
Verify your subscription is active under Settings > Billing
Test the number by calling it directly from your mobile phone
Check the AI Conversations page to see if calls are being received but not displayed

Common Causes

No phone number assigned: Go to Connect > Phone and select a number for your AI receptionist
Call forwarding not configured: If using an existing business line, verify forwarding rules are set correctly
Subscription lapsed: Check Settings > Billing to ensure your account is active
Ring time too short: Calls may be timing out before AI can answer - increase ring time in phone settings
Network issues: Temporary carrier issues can prevent call routing - try again in a few minutes

Verify Your Phone Setup

The most common cause of AI not answering is an incomplete phone setup. Here's how to verify everything is configured correctly:

Go to Connect > Phone in your dashboard
Confirm a phone number is displayed at the top of the page
Verify the call routing shows AI First
If using call forwarding from another number, test the forwarding by calling your original number

Test Your AI Receptionist

Before assuming there's a problem, test your AI using the built-in testing feature:

Click the help button in the bottom-right corner of any page
Select Test Your AI Receptionist
Choose Voice Call to simulate a real phone call
If the test works but real calls don't, the issue is with your phone routing, not the AI

Frequently Asked Questions

Q: Why does my AI answer test calls but not real calls?
A: This typically indicates a call forwarding issue. Verify your business line is correctly forwarding to your AI receptionist's phone number.

Q: How long should I wait for the AI to answer?
A: The AI should answer within 2-3 rings. If calls go to voicemail instead, check your ring time settings under Connect > Phone.

Q: Can network issues cause the AI not to answer?
A: Yes, temporary carrier issues can affect call routing. If the problem persists for more than an hour, contact support.