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Common Issues

Quick solutions to frequently encountered problems.

Assistant Not Answering Calls​

Problem​

Calls to your phone number aren't being answered by your AI assistant.

Check List​

1. Is the assistant active?

  • Go to AI Assistants
  • Check status shows "Active" (green)
  • If "Inactive" or "Draft", activate it

2. Is the phone number assigned?

  • Go to AI Assistants → Edit assistant → Calling tab
  • Verify your phone number is listed
  • Or go to Phone Numbers and check assignment

3. Test the number

  • Call your number
  • Should ring and be answered
  • If busy signal or no answer, continue troubleshooting

4. Check phone number status

  • Go to Phone Numbers
  • Number should show "Active" status
  • If "Pending" or "Suspended", contact support

Quick Fix​

  1. Edit your assistant
  2. Go to Calling tab
  3. Ensure phone number is selected
  4. Click Save
  5. Test by calling

Calls Going to Voicemail​

Problem​

Calls ring but go to voicemail instead of being answered.

Causes & Solutions​

Cause: Call forwarding issue

  • If using call forwarding, disable voicemail on origin number
  • Set forward to ring longer (30+ seconds)
  • Ensure forward is active

Cause: Assistant deactivated

  • Check assistant status is "Active"
  • Reactivate if needed

Cause: Trial or subscription ended

  • On a free trial, the assistant stops answering when the trial's 14 days or 100 minutes run out
  • Check Billing and subscribe to continue

Assistant Gives Wrong Information​

Problem​

AI is providing incorrect or outdated information.

Solution Steps​

1. Update instructions

  • Go to AI Assistants → Edit → Agent tab
  • Find incorrect information
  • Correct it
  • Click Save

2. Update knowledge base

  • Go to Knowledge Bases
  • Find relevant knowledge base
  • Delete outdated files
  • Upload current information

3. Test immediately

  • Make test call
  • Ask question that was answered incorrectly
  • Verify now correct

4. Clear any caching

  • Changes should apply immediately
  • If not, wait 5 minutes and test again

High Transfer Rate​

Problem​

Too many calls being transferred to humans.

Diagnosis​

Check transfer transcripts:

  1. Go to Analytics → Calls
  2. Filter by "Transferred"
  3. Read transcripts
  4. Identify patterns

Common reasons:

  • Missing information in knowledge base
  • Instructions too restrictive
  • Assistant lacks confidence
  • Complex questions beyond scope

Solutions​

Add missing information:

  • Upload FAQ document
  • Update knowledge base
  • Add examples to instructions

Adjust transfer criteria:

  • Edit instructions
  • Make transfer threshold higher
  • Allow more attempts before transfer

Improve training:

  • Add more examples
  • Provide clearer guidance
  • Expand knowledge base

See: Best Practices - Reducing Transfer Rate

Callback Requests Not Showing Up​

Problem​

Callers say they asked to be called back, but nothing appears in Call Backs, or no alert arrives.

Check List​

1. Is the assistant offering callbacks?

  • Go to AI Assistants → your assistant → Agent tab
  • Check Take Callback Requests is on
  • If you changed it, click Save Changes

2. Is the request in Call Backs?

  • Go to Analytics → Call Backs and press refresh (↻)
  • Requests arrive shortly after the call ends, once it has been analysed
  • Calls from before Call Backs was added are in Call Analytics under the Callback outcome

3. Listed, but no alert arrived?

  • Go to Settings → Notifications → Callback Requests and check the recipient
  • Check the assistant isn't set to Do not notify for this assistant
  • Text alerts need the SMS add-on
  • Look in your spam folder

See: Call Backs troubleshooting · Callback Notifications

Integration Not Working​

Problem​

Bookings or data not syncing to connected platform.

Quick Checks​

1. Is integration connected?

  • Go to Integrations
  • Check for green checkmark/Active status
  • If red or disconnected, reconnect

2. Service names match exactly?

  • Compare service names in integration platform
  • Must match exactly (case-sensitive)
  • Update instructions with exact names

3. Check integration logs

  • Click integration
  • View recent activity
  • Look for error messages

4. Test credentials

  • Disconnect integration
  • Reconnect with fresh authentication
  • Test booking

Common Integration Issues​

Acuity/Square:

  • Service names must match exactly
  • Calendar must have availability
  • Check API connection status

See: Integration Troubleshooting

Can't Hear Assistant / Poor Audio​

Problem​

Audio quality is poor, choppy, or inaudible.

Solutions​

Check your connection:

  • Test from different phone
  • Try different network
  • Use landline vs mobile

Check assistant settings:

  • Go to AI Assistants → Voice tab
  • Try different voice provider
  • Adjust voice speed/stability

Network issues:

  • Poor cellular signal
  • VoIP quality issues
  • Check status page for outages

See: Call Quality Guide

Transcripts Are Inaccurate​

Problem​

Call transcripts show incorrect words.

Common Causes​

Background noise:

  • Reduce ambient noise
  • Use better phone/mic
  • Speak clearly

Accents/Dialects:

  • Transcription struggles with heavy accents
  • Speak slowly and clearly
  • Consider different transcription model

Technical terms:

  • Add pronunciation guide to instructions
  • Spell out important terms
  • Use phonetic spelling

Note​

90-95% accuracy is normal. Perfect transcription not guaranteed.

Payment Failed / Account Suspended​

Problem​

Payment declined and service suspended.

Immediate Fix​

Update payment method:

  1. Go to Billing → Payment Methods
  2. Add new card or update existing
  3. Click "Retry Payment"
  4. Service restored within hours

Check card:

  • Sufficient funds
  • Card not expired
  • Correct billing address
  • Contact your bank

Prevent Future Issues​

  • Set up backup payment method
  • Enable billing alerts
  • Keep card info current

See: Payment Methods

Can't Access Account​

Problem​

Unable to log in to dashboard.

Solutions​

Forgot password:

  1. Click "Forgot Password" on login
  2. Enter email address
  3. Check email for reset link
  4. Create new password

Email not recognized:

  • Try alternate email addresses
  • Check for typos
  • Contact support with proof of ownership

Account locked:

  • Too many failed login attempts
  • Wait 30 minutes
  • Or contact support to unlock

2FA issues:

  • Use backup codes
  • Contact support to reset 2FA

Forwarded Calls Not Reaching Voka​

Problem​

You set up forwarding from your existing business number, but calls aren't reaching your assistant.

Diagnosis​

  1. Call your Voka number directly. If the assistant answers, the problem is forwarding.
  2. Check the forwarding code you dialed with your carrier (for example *72 on many carriers).
  3. Check the Voka number is assigned to an active assistant under Phone Numbers.

Voka doesn't port numbers. Keep your number with your carrier and forward it. See: Call Forwarding

Knowledge Base Not Being Used​

Problem​

Assistant not referencing uploaded documents.

Check List​

1. Is KB attached to assistant?

  • Edit assistant
  • Go to Knowledge Bases tab
  • Toggle ON for relevant knowledge bases
  • Click Save

2. Is information actually in the file?

  • Download KB file
  • Search for the information
  • Verify it exists

3. Test with specific question

  • Ask something ONLY in knowledge base
  • Should be referenced in answer
  • If not, KB may not be indexed properly

4. File format supported?

  • Only .txt, .pdf, .doc, .docx, .md supported
  • Text must be selectable (not image-based PDF)

See: Knowledge Base Guide

Billing / Usage Questions​

View Current Usage​

Check usage anytime:

  1. Go to Billing → Usage
  2. See minutes/SMS used
  3. View overage projections
  4. Monitor limits

Common Questions​

Why was I charged extra?

  • Check overage usage
  • Review add-on purchases
  • See invoice breakdown

How do I reduce costs?

  • Optimize call duration
  • Release unused phone numbers
  • Move to a plan with more included minutes if you regularly go over

Can I get a refund?

See: Pricing Guide

Missing Features​

Problem​

Can't find a feature or option.

Possible Reasons​

Not available on your plan:

Feature not released yet:

  • Check roadmap/changelog
  • Request feature from support

Permission issue:

  • Check account role
  • Admin vs team member access

Slow Dashboard / Performance Issues​

Solutions​

Clear browser cache:

  • Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
  • Clear cookies
  • Try incognito/private mode

Try different browser:

  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge

Check internet connection:

  • Test speed
  • Try different network
  • Disable VPN temporarily

Large data sets:

  • Filter date ranges
  • Limit results shown
  • Export for analysis instead

Can't Delete / Modify Something​

Common Issues​

Can't delete assistant:

  • Must unassign phone numbers first
  • Must disconnect integrations
  • Then can delete

Can't release phone number:

  • Must unassign from assistant first
  • Verify no pending operations

Can't downgrade plan:

  • Must reduce usage to new plan limits
  • Remove excess assistants/numbers
  • Then request downgrade

Getting Help​

Before Contacting Support​

Gather information:

  • Account email
  • Assistant name/ID
  • Phone number affected
  • Error messages (screenshot)
  • What you've already tried

Check resources:

Contact Support​

Email: support@vokaai.com

Include:

  • Clear description of issue
  • Steps to reproduce
  • Screenshots if applicable
  • Account information
  • Urgency level

Response times: a person replies by email, usually within one business day.

See: Contact Support

Status & Outages​

Check system status:

During outages:

  • Check status page first
  • We're already working on it
  • Updates posted regularly
  • ETA provided when possible

Need More Help?​