My AI Agent Did Not Pick Up a Call

If a customer reports that your AI receptionist didn't answer their call, here are the reasons this can happen and how to check each one.

Check 1: Is Voice AI enabled?

Go to Settings → Voice AI (or the Voice AI toggle for the relevant AI receptionist). If the Voice AI toggle is set to Off, the AI will not answer any calls.

Turn it back on if it was accidentally disabled.

Check 2: Is a Voice AI schedule configured?

If you've set up a Voice AI schedule (instead of "always active"), calls outside the scheduled hours are not answered by the AI. Check whether the call was made outside the scheduled window.

See Scheduling When the AI Answers.

Check 3: Is call forwarding set up?

The AI only answers calls that are forwarded to it. If call forwarding is not configured on your business phone, the call never reaches Speako.

Check that your phone or phone provider is set to forward all calls (or calls when unanswered) to the AI receptionist's assigned phone number.

Check 4: Have you run out of voice minutes?

If your voice minute balance is zero and you have no extra packages, the AI stops answering calls. Go to Billing and check your minute balance.

If you've run out, purchase extra minutes or upgrade your plan.

Check 5: Was there a recent service disruption?

Check the Notification Center for any Maintenance category notifications. Planned or unplanned disruptions can cause the AI to stop answering temporarily.

Check 6: Check the Conversations list

Look for the call in the Conversations list. If it appears with a short duration or a "Failed" status, the AI may have started answering but disconnected early.

Check 7: Was it a very short call?

If the caller hung up within the first second or two, the AI may not have had time to establish the call. Short-duration calls sometimes don't appear in the conversations list.

⚠️ Important: After checking all of the above, if calls are still not being answered, contact Speako support with the approximate time of the missed call and the caller's phone number (if known).