Troubleshooting

Troubleshooting

What it does

This guide covers the most common issues customers run into and what to check first. Each section starts with the symptom and walks you through the most likely causes, in order. If you work through a section and are still stuck, email support@azumo.com.

Common Issues

My AI isn’t answering calls

Start with the basics before assuming something is broken.

Check your agent status. Go to the Dashboard or click Agent in the sidebar. Look for the status badge near the top of the page — it will say Active or Paused. If it says Paused, click Resume to bring it back online. Note: a paused agent still answers calls but takes messages for everyone instead of routing. See Special Instructions for details.

Check if your account is paused (different from agent pause). If your agent shows Active but calls still aren’t going through, your account itself may be paused at the billing level by the Azumo team. This is a separate pause that affects your entire subscription. Contact support@azumo.com if you suspect this is the case.

Check your business hours. Go to Settings → Business Hours. If you are calling during a time that falls outside your configured hours, your receptionist may be in after-hours mode — taking messages rather than routing calls, or not answering at all depending on your settings. Try placing a test call during a time that is clearly within your business hours window.

Check your phone number. Go to Settings → Phone. If you do not see a phone number listed, your receptionist has not been assigned a number yet and cannot receive calls. Phone provisioning is handled by support — email support@azumo.com if your number is missing.

Check your account status. If you just signed up and are still working through the setup wizard, your receptionist is not live yet. Complete the remaining steps in the wizard (look for the green Complete Setup button in the left sidebar) and make sure your plan is active. If setup is complete but calls still are not going through, contact support@azumo.com.

Callers are hearing silence or long pauses

Some delay between the caller finishing a sentence and your receptionist responding is normal — it is processing what was said in real time. But if the pauses feel excessive, these settings are worth checking.

Check your Voice Speed setting. Go to Agent → Tuning → Voice Tuning. The Voice Speed slider controls how quickly your receptionist speaks. Very low values (slow speech) can make gaps between turns feel longer than they are. Try moving the slider closer to the center if it is set to an extreme.

Check your Turn-Taking Sensitivity setting. Go to Agent → Tuning → Conversation. The Turn-Taking Sensitivity slider controls how long the receptionist waits after a caller stops speaking before it responds. Higher values make it wait longer (better for callers who speak in long sentences with pauses). Lower values make it respond faster but can cause it to jump in before the caller is done. If pauses feel long, try lowering this setting slightly.

If neither of these resolves the issue, the delay may be intermittent and related to a brief slowdown in voice processing. If it happens consistently on every call, contact support@azumo.com.

The AI is interrupting callers

This usually means the sensitivity settings are tuned to respond too quickly.

Raise the Turn-Taking Sensitivity. Go to Agent → Tuning → Conversation. Move the Turn-Taking Sensitivity slider to the right. A higher value makes your receptionist wait longer after detecting a pause before it starts speaking — this gives callers more room to complete longer thoughts or multi-sentence answers.

Raise the Interruption Threshold. Also on the Conversation tab, the Interruption Threshold controls how many words a caller must say before the receptionist treats it as an interruption. At low settings, even a single word like “okay” or a breath pause can trigger the receptionist to stop and respond. Raising this to 3 or higher means the receptionist will only yield to the caller if they have clearly started speaking in full sentences.

Make changes one at a time and place a test call after each adjustment so you can hear the difference.

Notifications aren’t working

Check your notification settings. Go to Settings → Notifications. Look at each channel (Email, Slack, SMS, Teams) and confirm the toggle is turned on for the channel you expect to receive notifications from.

Use the Test button. Each enabled channel has a Test button next to it. Click it to send a test notification immediately. If the test arrives, the channel is working and the issue may be with specific call conditions (for example, notifications are only sent when a message is taken, not on every call). If the test does not arrive, the channel has a configuration problem.

For Slack: Confirm Slack is connected under Settings → Notifications — you should see your workspace name listed. If it shows “Connect Slack,” your workspace is not linked. You also need to have a specific channel selected; notifications will not send if the channel field is blank.

For Email: Verify the recipient email address is correct. Check your spam folder — notification emails can occasionally be filtered. If the address is right and the test does not arrive after a few minutes, contact support@azumo.com.

For Microsoft Teams: Verify the webhook URL is correct and begins with https://. An HTTP URL or a URL from a different service will silently fail.

For SMS: SMS notifications are set per contact, not per account. Go to Contacts, open the contact, and confirm two things: (1) the contact has a phone number saved, and (2) the SMS Notifications toggle is turned on. If there is no phone number, the toggle will be grayed out — add the phone number first.

Callers can’t reach a team member

Check the contact’s Route Calls status. Go to Contacts and find the person the caller was trying to reach. If the row is dimmed and shows a Paused badge, their Route Calls toggle is off — the receptionist will take a message instead of trying to reach them. Open the contact and turn Route Calls on.

Check how the contact is reachable. Open the contact and confirm they have at least one of the following: a phone number or a linked Slack account. If neither is present, the receptionist has no way to reach them and will fall through to taking a message. If Slack is not showing as linked, see the Slack troubleshooting note under Notifications aren’t working above.

Check the Routing Timeout. Go to Agent → Tuning → Conversation. The Routing Timeout setting controls how long the receptionist waits for a contact to respond before giving up and offering to take a message. The default is 20 seconds. If your team regularly takes longer than that to see a Slack notification or pick up the phone, increase this value. Note that a longer timeout means callers wait on hold for longer before the receptionist offers to take a message.

Call recordings aren’t available

Check that recording is enabled. Go to Agent → Call Recording. The Enable call recording toggle must be turned on (blue). If it is off, no calls are being recorded.

Wait for processing to finish. After a call ends, the recording is processed and uploaded before it appears in Call History. This usually takes less than a minute. If you open the call detail immediately after hanging up, the audio player may not appear yet. Wait a moment and refresh.

Check the recording’s age. Recordings are automatically deleted after 60 days. If you are looking for a call older than 60 days, the recording is no longer available. The call log entry (summary, transcript, sentiment) is not deleted — only the audio file. If you need to preserve recordings long-term, download them from the call detail drawer before the 60-day window closes.

I can’t find a feature or setting

Some settings are role-restricted. Certain features are only visible to Tenant Admins. If you are a regular team member added to the account, you may not see all settings. Contact your account administrator to verify your role or to make the change on your behalf.

Some features are managed by support. Phone number provisioning, plan changes, and account-level status changes are handled by the Azumo team. If you are looking for a setting that does not appear anywhere in the app, email support@azumo.com and describe what you are trying to do.

My knowledge base changes aren’t reflected in calls

Changes take effect on the next call. Updates to your Knowledge Base do not apply to calls that are already in progress. If you make a change and then call your receptionist right away, the in-progress call uses the previous version. Wait for the current call to end, then place a new test call.

Confirm your changes saved. Look for the Saved indicator in the upper-right corner of the Knowledge Base editor. If it shows Saving or Error, your changes were not stored. Wait for Saved before navigating away.

Check the character limit. The Knowledge Base supports up to 8,000 characters across all content. If you are near or over the limit, content may be truncated and the receptionist may not have access to everything you entered. Review what you have written and trim anything that is redundant or already covered elsewhere. Factual business information — hours, services, pricing, policies — belongs here. Step-by-step behavioral instructions belong in Special Instructions instead.

Scheduling / appointments aren’t working

Check that at least one appointment type exists. Go to Scheduling in the left sidebar. If the page is empty or prompts you to add your first appointment type, the receptionist has nothing to offer callers when they ask to schedule. Create at least one appointment type with a name, duration, and availability window.

Check the contact’s calendar connection. The receptionist books appointments on a specific contact’s Google Calendar. Open the contact in the Contacts page and look for the calendar status. If it shows “Not connected,” the contact needs to link their Google Calendar. You can send them a calendar invite link directly from the contact edit dialog — they can connect their calendar without needing to log into Azumo.

Check your scheduling behavior setting. On the Scheduling page, look for the behavior setting — it controls whether the receptionist proactively offers to book an appointment or only does so when the caller asks. If set to Caller Initiated, the receptionist waits for the caller to explicitly request an appointment. If callers are not asking and you want the receptionist to offer, switch to Proactive.

I need to change my plan or cancel

Plan changes and cancellations are handled by the Azumo team.

Email support@azumo.com to request a plan upgrade, downgrade, or cancellation. Your account administrator may also be able to initiate this from Settings → Billing depending on your account configuration.

If you cancel: your dedicated phone number will be released. If you have call forwarding set up from an existing business number to your Azumo number, update that forwarding before cancelling — calls to your business number will stop reaching your receptionist immediately once the number is released.

Still need help?

Email support@azumo.com. You can also find this link in the left sidebar under Need help? at the bottom of the navigation.

When you write in, include:

  • What you expected to happen
  • What actually happened (exact error message if there is one)
  • The time of a specific call if the issue is call-related

Related

Phone, Hours & Screening