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If something’s not working the way you expect, check here first.

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”My customers aren’t getting my texts”

Most common cause: A2P 10DLC registration isn’t complete. US carriers silently filter unregistered business SMS. Fix: complete A2P registration. See A2P 10DLC. Other causes:
  • The customer’s phone has explicitly blocked your number — they need to unblock
  • The customer’s carrier flagged your message as spam (look at delivery status in the conversation; “Failed” rows mean carrier rejection)
  • You’re sending past your daily SMS rate limit on Twilio (rare but possible on bulk reactivation sends)

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“The auto-text isn’t firing on missed calls”

Diagnostic checklist:
  1. Auto-text is enabled — Settings → Phone → Missed call auto-text toggled on?
  2. Phone number is connected — your ServiceBooked number shows as active?
  3. Carrier forwarding is set up correctly (Option B users) — dial *#21# to confirm forwarding is active. If not, re-run the carrier wizard.
  4. The right call statuses are checked — by default no-answer/busy/failed/canceled. If you’ve unchecked one, calls with that status don’t fire.
  5. Test from a different phone — calling yourself from your own number doesn’t trigger missed-call (carriers handle that as same-line).
If all of those check out and it’s still not firing, open a support ticket with the call log details (date/time, your number, the calling number).

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”The AI Receptionist is giving wrong answers”

Three things to check:
  1. Knowledge base has relevant entries — if customers are asking questions you haven’t documented, the AI Receptionist is guessing. Add knowledge-base entries for whatever it’s getting wrong.
  2. Business profile is up-to-date — check Settings → Business for accurate hours, services, area, etc.
  3. AI tone is right for your brand — if the answers feel off-tone (too casual, too formal), tweak in Settings → Business → AI tone.
For specific bad responses, you can review the conversation log; talk to support if you suspect the AI Receptionist is contradicting your knowledge base directly.

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”The chat widget isn’t appearing on my site”

Check, in order:
  1. The snippet is on the page — view source and confirm <script src="...api/widget/loader?key=..."></script> is there.
  2. Your domain is allowed — Dashboard → Widget → Allowed domains should include your site’s domain. Add localhost for local testing.
  3. Browser console errors — open DevTools (F12), reload, look at the console. Errors usually point to the cause.
  4. Ad blockers / browser extensions — visitors with aggressive ad blockers may have the widget blocked. Test in a clean profile.

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”Voice AI Receptionist isn’t picking up calls”

  • Voice AI Receptionist is enabled — Settings → Voice → Voice assistant is set up?
  • You’re on Growth or Pro — Starter plans don’t include voice AI Receptionist; calls fall through to regular voicemail.
  • You haven’t hit your safety cap — check Settings → Billing → Voice meter. If exhausted, calls fall through. Upgrade or wait for period rollover.
  • Phone forwarding is configured — Option A users need their personal mobile entered + call-forwarding toggled.

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”My Google Calendar isn’t syncing”

  • OAuth is still authorized — Settings → Integrations → Google Calendar should show “Connected.” If not, reconnect.
  • You picked the right calendar — if your Google account has multiple calendars, the AI Receptionist uses whichever one you selected. Re-pick if needed.
  • Token may have expired — Google revokes tokens after long inactivity. Disconnect + reconnect to refresh.

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”Form submissions aren’t coming through”

  • Form is published — toggle on Forms → [your form] → Published. Unpublished forms 404.
  • Public URL is correct — the form’s URL is servicebooked.ca/f/<public_id>. Make sure the embed iframe src matches.
  • Browser-side errors — open the form in a browser, fill it out, submit; check DevTools network tab for the POST.

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”Customers say they can’t reach me by phone”

If your business number is forwarded to ServiceBooked but customers report calls going nowhere:
  • Twilio sub-account active — visit Admin → Customers → [your org] (your account team can check). The Twilio status badge should be green.
  • A2P approval doesn’t affect voice — A2P is SMS-only; voice should work regardless.
  • Voice AI Receptionist minutes exhausted — same as above. Calls hit voicemail when minutes are out.
  • Browser/network glitch — call yourself; the AI Receptionist should pick up. If the call fails outright, contact support immediately.

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”I can’t log in”

  • Forgot password — use the forgot-password flow. We’ll email you a reset link.
  • Email confirmation pending — if you just signed up, check spam/junk for the confirmation email. Resend from the signup page if needed.
  • Account suspended — only happens for billing failures past the dunning window or terms-of-service violations. Email support.

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”I’m getting too many notifications”

Tune in Settings → Account → Notifications. Turn off types you don’t care about, switch others to daily digest, mute everything during off-hours.

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”Something’s still broken”

If your problem isn’t here:

FAQs

Frequently-asked questions that aren’t quite “issues.”

Contact support

Open a ticket. We respond fast.