Calls
I turned on forwarding, but calls still go to my voicemail.
Check you saw or heard a confirmation after dialing the code, wait a minute and try again. On iPhones the Dial button is often blocked: tap Copy and paste the code into your keypad. If your Android phone screens unknown callers, turn that off. Still nothing? Call your phone company and ask them to forward calls to your receptionist's number; they can do it for you.
How do I know forwarding works?
Call your business number from a different phone and don't pick up. Your receptionist should answer, and the call shows up in Calls & chats. Your dashboard then says a call reached your assistant on that day.
The Phone & website tab says to publish first.
A phone number can only be connected once your assistant is live. Tap Go live (or Publish changes) at the top of your assistant's page, then add the number.
My receptionist stopped answering calls.
Check three things. Is it paused? Tap Resume on your assistant's page. Are your free trial minutes used up? Choose a plan on Plan & usage. Did a payment fail? Update your card on Plan & usage.
My receptionist only takes messages and won't book.
Your plan's minutes are used and you've reached your extra-minutes limit (or chose never to pay extra). Raise your limit on Plan & usage, or wait until your minutes reset.
A call says Backup used.
Your receptionist had a technical problem, so our backup handled the call: it was put through to your transfer number, or the caller could leave a voicemail. The call's page says what happened and whether to call them back.
Changes and answers
I changed something but callers still hear the old version.
Edits are saved as a draft. Tap Publish changes at the top of your assistant's page. Things you add on the Knowledge tab work right away without publishing.
My receptionist gave a wrong answer.
Open the call or chat, tap Fix this answer under what it said, and type the right answer. You can also update Services & FAQ or Knowledge, or answer it under Questions to answer on your Overview.
My website couldn't be read.
On the Knowledge tab, tap the refresh button next to it to try again. If it still fails, use Paste text or Upload a file to add your services and prices instead.
My file won't upload.
Use a PDF, a photo (JPG or PNG) or a Word file (.docx) under 4 MB. Split a bigger file into parts.
Spanish callers get answers in English.
Switch on Also answer in Spanish on the Voice & personality tab, then tap Save draft and Publish changes.
Testing and website chat
The test call won't start.
Allow microphone access when your browser asks, then try again. If you blocked it before, turn it back on in your browser's settings for the site.
The chat bubble doesn't show on my website.
Make sure the code is pasted before </body> or in your builder's custom code box, and that the page was published. If you filled in Only show the chat on these websites, your website's address must be on that list. A paused assistant doesn't answer chats.
Calendars and apps
Bookings come in as requests instead of going on my calendar.
Either no calendar is connected or access to it has expired. Look for the notice at the top of your assistant's page and tap the button to connect or reconnect. If the calendar is connected but your receptionist only takes requests, tap Book on my calendar.
A connected app says Needs attention.
The row says what went wrong in plain words. Usually tapping Reconnect (or changing the key) fixes it. New calls and chats are sent again once it's fixed.
Nothing shows up in my CRM.
Calls and chats without a phone number or email, ones scored Not a lead, spam, and dashboard test calls aren't sent. Make a real call, leave your name and number, and check again.
Signing in
I didn't get my sign-in code.
Check your spam folder, then tap Didn't get it? Send a new code. Codes work for 10 minutes.
How do I add my team?
In Settings, under Team, invite them by email. Owners and admins can change settings; members can view calls, chats and bookings.
Can I have more than one receptionist or business?
Yes. Your plan sets how many receptionists and phone numbers you can have. To add another business, tap your business name at the top of the menu and choose Add another business.
Still stuck?
Email info@globalai.llc or call +1 (929) 286-5650. A real person will help.