Troubleshooting

Fix common issues: no calls coming in, SMS not delivering, calendar sync, and more.

• Why did the AI transfer this call?FrontDesk transfers a call when (1) the caller asks for a human, (2) the AI detects an after-hours condition and your after-hours mode is set to forward, (3) a clinical-rule emergency is detected, or (4) the model hits a hard error. Each trigger has a specific setting that controls it. The Tasks page also flags calls that ended up escalated even if the AI didn't transfer mid-call.
  2 min
• The AI sounds robotic or too slowMost "sounds off" complaints come from one of four knobs — voice choice, speaking speed, conversation tone, or custom greeting — all in Settings → AI Voice. This article maps each symptom to the exact control. Interruption sensitivity and silence timing are tuned on the backend by support; the user-facing controls cover the changes that matter for 95% of practices.
  2 min
• The AI said something wrong on a callThere's no thumbs-down button on a call — the way you "correct" the AI is by giving it better information. Open the call in Calls → Logs, find what it said, and decide whether the mistake came from missing knowledge (fix in Knowledge Base) or wrong settings (fix in AI Voice). For one-off hallucinations on something it shouldn't have answered at all, restrict the topic via the Knowledge Base or Custom Knowledge field.
  3 min
• My AI isn't answering callsMost "AI not answering" reports come down to one of five causes — number not connected, routing set wrong, after-hours mode active, AI temporarily disabled, or the caller hitting voicemail before AI engages. Work this checklist top to bottom.
  2 min
• A caller couldn't book an appointmentCommon causes — the service isn't bookable, no provider is assigned to it, your hours block the requested time, your lead-time rule blocks "today," Google Calendar marked you busy, or your Min/Max advance booking window excludes the date. Each is a 1-minute fix.
  2 min
• SMS isn't sendingThe top three causes are missing A2P 10DLC registration (local US numbers), unverified toll-free numbers, and carrier-level filtering. Each has a clear fix. Read the delivery status on a failed message to know which path to take.
  3 min
• Get help from FrontDesk supportThe Support page is your direct line to the FrontDesk team. Open a request, pick a topic, and go back and forth in a single thread with a stable reference number. Each request shows whether it's waiting on support or waiting on you, so nothing gets lost. Use it for anything you can't solve from the help center.
  1 min