Question 1

My AI Agent isn't answering calls

Accepted Answer

Check these common causes: 1) No phone number assigned - go to Phone Numbers and assign one to your AI Agent. 2) Phone number pending verification - for non-US/CA numbers, address verification is required; go to Verify in Call Tools. 3) Concurrent call limit reached - contact your account manager to increase capacity. 4) Business hours restriction - check if business hours are configured in AI Agent settings. 5) Low balance - if your balance is $0, calls may not connect; go to Settings, then Billing, then Top Up.

Question 2

Callers say the AI sounds robotic or unnatural

Accepted Answer

Try these improvements: 1) Choose a different voice - try premium neural voices and test them before committing. 2) Improve the greeting - make it conversational and avoid stiff formal language (e.g., "Hey there! Thanks for calling." instead of "Welcome to our company."). 3) Adjust the system prompt - add personality instructions like "Speak naturally, use casual language, and be friendly". 4) Check call quality - poor phone connections affect perceived quality; test from different phones and locations.

Question 3

The AI isn't understanding customers correctly

Accepted Answer

Possible causes and fixes: 1) Background noise - noisy environments affect speech recognition. 2) Strong accents - consider adding an instruction to politely ask the customer to repeat if not understood. 3) Technical terminology - add important terms to your knowledge base including common misspellings and variations. 4) Speaking too fast - add an instruction to politely ask customers to slow down if needed.

Question 4

Calls are dropping or failing

Accepted Answer

Troubleshooting steps: 1) Check call logs for error details - go to Call Logs, filter by "Failed" status, and click on failed calls for error details. 2) Verify phone number is active and not released or pending. 3) Check your balance - low balance can cause call failures. 4) Check for network or carrier issues - failures from specific numbers or areas may indicate a carrier problem. 5) Contact support with call IDs, time and date of failures, and any error messages.

Question 5

I can't buy phone numbers

Accepted Answer

Common blockers: 1) Address verification needed - EU and other countries require a verified address; go to Verify, then Add Address, and submit required documents. 2) Phone number limit reached - contact your account manager to request additional numbers. 3) Specific area code unavailable - try a different area code or number type. 4) Payment method issue - ensure a valid payment method is on file and check for declined transactions.

Question 6

Recordings aren't available

Accepted Answer

Check these items: 1) Recordings not enabled - verify recordings are enabled for your account; contact your account manager if they should be available. 2) Recording not yet processed - recordings take a few minutes to process; wait and refresh the page. 3) Call too short - very short calls (under 5 seconds) may not generate recordings, which is normal for hang-ups. 4) Call failed - failed calls do not have recordings; check call status in logs.

Question 7

Transcripts are inaccurate

Accepted Answer

Possible reasons: 1) Poor audio quality including background noise, low volume, or bad phone connection. 2) Unusual names or terms - add common terms to the knowledge base to improve transcription. 3) Multiple speakers overlapping - AI can struggle with crosstalk, which is a normal limitation of speech-to-text. Transcription is typically 90-95% accurate and minor errors are normal.

Question 8

My team member can't access certain features

Accepted Answer

Permission issues: 1) Check their permissions - go to Settings, then Team, find the team member, review their permission settings, and grant necessary access. 2) Permission levels are No access (cannot see the feature), View (can see but not edit), and Edit/Create (full access). 3) Re-invite if needed - if permissions changed recently, they may need to log out and back in, or you can send a new invitation.

Question 9

Integrations aren't working

Accepted Answer

Troubleshooting steps: 1) Check connection status - go to Integrations and look for the connection health indicator (red means problem, green means healthy). 2) Test the connection by clicking Test Connection and checking for error messages. 3) Token expired - OAuth tokens can expire; refresh the connection or re-authenticate. 4) API endpoint changed - external APIs sometimes update; verify endpoint URLs are current. 5) Circuit breaker triggered - after multiple failures, connections are paused; wait or manually reset.

Question 10

I'm being charged more than expected

Accepted Answer

Review your usage: 1) Check usage breakdown - go to Settings, then Billing, and review current period usage including minutes, recordings, SMS, etc. 2) Per-minute billing - calls round up to the nearest minute (a 30 second call is billed as 1 minute). 3) Usage charges - review your custom per-minute rates, transfer minutes, queue time, and other usage. 4) Additional resources - check for additional AI Agents, IVR Menus, or phone numbers beyond your allocation. 5) Contact support if charges seem wrong.

Question 11

My text widget isn't loading on my website

Accepted Answer

Common causes: 1) Embed code not added correctly - ensure the script tag is placed before the closing body tag, check for typos, and ensure it is not blocked by your Content Security Policy. 2) Domain not whitelisted - if domain whitelisting is enabled, go to Text, then Agents, edit your agent, and check Allowed Domains. 3) Browser console errors - open developer tools (F12) and check the Console for WebSocket or script loading errors. 4) Ad blocker or browser extensions - test with extensions disabled.

Question 12

My voice widget isn't working or has no audio

Accepted Answer

Troubleshooting: 1) Microphone permissions - the browser must have microphone access; if denied, click the lock icon in the address bar and allow it; use HTTPS as some browsers block microphone on HTTP sites. 2) No audio output - check browser volume and system audio settings; try Chrome. 3) WebSocket connection issues - corporate firewalls may block WebSocket; check browser console for connection errors. 4) Domain whitelisting - ensure your domain is in the allowed list under Voice, then Agents.

Question 13

Widget conversations are disconnecting

Accepted Answer

Possible causes: 1) Network instability - widgets require a stable internet connection; mobile networks or weak Wi-Fi can cause disconnections; the widget will attempt to reconnect automatically. 2) Browser tab inactive - some browsers throttle WebSocket connections in background tabs; keep the tab active during voice conversations. 3) Inactivity timeout - conversations may end after extended inactivity; this is normal. 4) Low balance - widget usage is billed per minute or per message; top up in Settings, then Billing if balance is at $0.

Question 14

I forgot my password

Accepted Answer

Go to the login page, click Forgot Password, enter your email, check your email for a reset link, click the link, and set a new password. The link expires after 24 hours. If you do not receive the email, check your spam folder.

Question 15

I need to change my email address

Accepted Answer

Go to Settings, then Account, click Change Email, enter your new email address, verify via the confirmation email sent to the new address. Your new email is then active. Your old email will receive a notification about the change.

Question 16

How do I contact support?

Accepted Answer

Support channels are: Email at support@staffifyai.com, contact form at staffifyai.com/contact, and for Enterprise customers, your dedicated account manager. For fastest support, include your account email, a detailed description of the issue, screenshots if applicable, call IDs for call-related issues, and steps to reproduce the problem.

Troubleshooting

1. No phone number assigned

2. Phone number pending verification

3. Concurrent call limit reached

4. Business hours restriction

5. Low balance