When something is wrong
The usual causes for the six most common problems, in the order worth checking.
Start with the symptom.
Nobody is answering my number
- Check the forwarding at your phone company. This is the cause most of the time, and it is the one thing Voksha cannot see
- Check the agent finished provisioning. A UK number waiting on its regulatory check has no live line yet. See Get a phone number
- Call the Voksha number directly, not your forwarded one. If that answers, the problem is the forwarding
It answers but says the wrong things
Its instructions are the whole answer. Configure on the agent, add a sentence for each thing it got wrong, and save. Saving publishes immediately, so the next call uses the new version.
Read the transcript of the call that went wrong first. It usually shows the exact question you have not covered. See What it says.
It will not book anything
In this order:
| # | Check | Why |
|---|---|---|
| 1 | Is anything connected? | With nothing connected, the agent takes messages by design |
| 2 | Is booking switched on? | There is a switch in the calendar settings |
| 3 | Are there working hours? | With a calendar connected, no hours means no times to offer |
| 4 | Does the service have staff assigned? | On a booking platform, a service nobody can perform has no availability, ever. This accounts for most "it never finds a time" reports |
| 5 | On Square, is Appointments enabled? | Without it every booking is refused |
See Hours and slots.
The times it offers are wrong by hours
The timezone. Check it in the calendar settings, and remember your booking platform's own timezone wins where one is connected. See Hours and slots.
An appointment is in the dashboard but not in my diary
Open Appointments, which re-checks with your platform when it loads.
| It says | What that means |
|---|---|
| Awaiting your confirmation | The honest state. The platform refused the booking and the caller was told your team would confirm. Somebody needs to ring them back |
| Booked, and your diary disagrees | Tell support, with the date and the caller's name |
No summaries are arriving
- Check Settings has an email address or a webhook saved
- Check the Slack or Google Chat webhook has not been revoked. Slack invalidates one when its app is removed
- Open Calls. If the call is there, the problem is the delivery rather than the agent
See Where calls are sent.
Still stuck
Contact support with three things and it will be resolved far faster:
- Which agent, by name
- When, roughly, and the caller's number if you have it
- What you expected instead
With those, support can find the exact call and read the same detail your agent saw.