TroubleshootingBeginner6 min read

Calls Not Routing to AI Receptionist - How to Fix

Troubleshoot calls not reaching your AI receptionist. Check forwarding settings, phone number configuration, and carrier issues.

Quick Answer: If calls aren't routing to your AI, verify your phone number is assigned in Connect > Phone, check that call routing is set to 'AI First', and ensure any call forwarding from your business line is configured correctly.

What You'll Learn

This guide covers all the reasons calls might not be reaching your AI receptionist and provides step-by-step solutions for each scenario.

Step-by-Step Troubleshooting

Navigate to Connect > Phone and verify a number is assigned
Check that Call Routing shows 'AI First'
If using call forwarding, verify your carrier's forwarding settings
Test by calling the AI number directly (not through forwarding)
Check your subscription status under Settings > Billing
Review AI Conversations to see if calls are arriving but not showing

Common Causes

No number assigned: You haven't selected a phone number for your AI yet
Call forwarding misconfigured: Your business line isn't forwarding to the correct number
Conditional forwarding wrong: Calls only forward on busy/no-answer but you expected all calls
Carrier issues: Temporary issues with the phone carrier affecting routing
Subscription lapsed: Account isn't active

Verify Direct Calling Works

Before troubleshooting forwarding, confirm the AI answers direct calls:

Go to Connect > Phone and copy your AI's phone number
Call this number directly from your mobile phone
If the AI answers, the issue is with your call forwarding
If the AI doesn't answer, the issue is with your Local Business Pro setup

Fixing Call Forwarding Issues

If direct calls work but forwarded calls don't:

Contact your phone carrier or log into your phone system admin
Verify the forwarding number matches exactly (including country code if needed)
Check forwarding type: unconditional (all calls) vs conditional (busy/no answer)
Disable and re-enable forwarding to reset the setting
Test again after each change

Types of Call Forwarding

Understanding forwarding types helps troubleshoot:

Unconditional (immediate): All calls go directly to the AI. Best for dedicated AI lines.
Busy forwarding: Only forwards when your line is busy. AI handles overflow.
No-answer forwarding: Only forwards if you don't answer within X rings. AI handles missed calls.
Unreachable forwarding: Only forwards when phone is off/out of service.

Frequently Asked Questions

Q: Can I have some calls go to AI and some to humans?
A: Yes, use conditional forwarding. Or configure mid-call forwarding groups so the AI can transfer specific calls to humans.

Q: My carrier says forwarding is set up correctly but calls still don't go through.
A: Try forwarding to a regular phone first to verify. If that works, contact Local Business Pro support as there may be a carrier compatibility issue.

Q: How do I forward calls only after business hours?
A: This requires your phone system to support time-based forwarding rules. Check with your carrier or PBX administrator.