When something is not right

First, three quick checks

1. Ring the number again from a different phone. Many problems were one bad call.
2. Check you are looking at the right receptionist and the right number under Phone numbers.
3. Open Conversations. If the call is listed, the line works and the problem is in what was said. If it is not listed, the call never reached us.

Calls are not answered

• No number yet: open your receptionist; the top of the page says if it has no number, with a button to pick one.
• Forwarding not set: calls to your old number only reach us if forwarding is on. Dial the code again and wait two minutes.
• Out of minutes: Plan & billing shows your usage. Extra minutes are added automatically on paid plans; on the free trial, choose a plan.
• Engaged: on Solo one caller is answered at a time; the next hears an engaged tone. Team answers three at once.

It gave a wrong answer

Find the call under Conversations and read what the caller asked. Then add the right answer as a question and answer under Knowledge, or correct the document it came from. Try the same question in a test call.

It did not transfer, text or book

Open the receptionist and check the ability has a tick. Transfers need a number; bookings need a calendar connected under Integrations; texts only work on real phone calls. Writing it in Your own rules is not enough on its own.

No text or email arrived

Under Contact your team check the mobile number and email address, and that the switches are on. Texts are limited per day; the email always goes. Check your spam folder once and mark it safe.

It did not know a regular caller

The contact's phone number must be saved with its country code, +44 not 0. Fix the number on the contact and it will recognise them next time.

Still stuck? Send us this

Press Support in the left menu and send us a message with these lines; we reply by email and there, usually the same day. Or email apps@greentec.llc. The more you fill in, the faster it is fixed. Never send passwords.

• Business name:
• Receptionist name:
• Phone number involved:
• Date and time of the call:
• What should have happened:
• What happened instead:
• What you have already tried: