Troubleshooting
The AI receptionist isn't answering
Why the AI receptionist isn't picking up — switched off, the balance ran out, no number yet, not connected, calls not reaching its number, outside hours or a caller over the repeat limit — and how to fix each.
- 2 min read
- Checked against MoveBoard
- For owners & admins
On this page
Open Settings › AI receptionist. The Overview shows a state and one line saying what's happening. Find yours below.
| State | The line says | What to do |
|---|---|---|
| Not set up | Get the AI its own phone number to start. | On Phone & routing, press Get the AI its own number, search by Area code, City or State, and press Use for the AI. |
| Paused | Switched off. Calls to the AI number go to your fallback number. | Switch AI receptionist on or off on and press Save. |
| Paused | The balance ran out. Top it up and the AI answers again. | Top up on Settings › Payments & billing › Balance & usage. It says Services paused — the AI Receptionist is unavailable until funds are added. (or Texting and the AI Receptionist, when they share a balance). |
| Ready | Set up, waiting to be connected to the phone AI. | Saved but not live yet. Press Save again; if it stays Ready, contact support. |
| Live | Answering calls now. | It's working — see below if calls still don't reach it. |
The card behind the balance was declined
If auto-recharge's card was declined three times, auto-recharge pauses: Declined 3 times — update the card or top up. Update the card or top up by hand, or the balance runs out.
Live, but calls don't reach it
- How calls reach the AI — if your phones ring first, the AI only gets missed and after-hours calls. Check the choice on Phone & routing.
- Forwarding — calls to your main number reach the AI only if your phone system forwards them to the AI's number. With RingCentral, follow Set up forwarding in RingCentral.
- Business hours and Holidays — outside them the AI uses the after-hours greeting and doesn't transfer.
- Repeated calls — a caller over Calls an hour from one number or Calls a day from one number isn't answered by the AI: the call goes to your Forward Calls To number, or, with none, hears Please call back during office hours. Goodbye.
What callers hear when it's paused
While paused, calls go to the Forward Calls To number. If none is set, callers hear: Thank you for calling. Nobody is available to take your call right now. Please call again during business hours. Paused calls are forwarded and not charged — the Calls list notes The AI was paused: forwarded, not charged.
Check a call
Calls lists the last 50 calls with each one's summary, transcript, recording and cost — the quickest way to see what the AI did. See AI receptionist.
Related guides
- SettingsAI receptionistSet up the AI that answers your phone, gives estimates and puts leads in your list — its number, hours, voice, conversation, knowledge, transfers and calls.
- SettingsBalance & usageThe prepaid balance that pays for texting and the AI receptionist — the card on file, top-ups, auto-recharge, this month's use and the history.
- Leads & salesAI LeadsSee every lead the AI receptionist and AI chat made, how many conversations turned into orders, and open each one.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.