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Transfers

The transfer number is missing the country code, or the row is not set to Warm transfer.Enter +1 followed by 10 digits, save, and test from a cell phone.
The staff line was busy or unanswered, or an iPhone screened the transfer call.Add a second live-person destination. Save the HealOS outbound number in staff phones. Turn off Call Screening.
Billing was the only transfer number configured. Add a number to Caller insists on a live person.
The transfer reached your practice’s own auto-attendant, not a person. Transfer to a direct line or extension, not the main IVR.
Usually nobody answered the staff line. Check the Events tab on the call for the real outcome.

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Phone and forwarding

The forwarding rule has “confirm connection” or “press 1 to accept” on. Turn it off on the forwarding rule.
A rare platform-side issue. Remove forwarding so calls ring your desk, and tell support. We send the missed-call list afterwards.

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Booking

Provider hours in HealOS differ from the EHR, or the provider is mapped to more than one location. Match Provider office hours to the EHR. One location per provider.
The booking was not completed (EHR error), or it landed on a different provider or location. Open the call’s Events tab. If booking shows an error, tell support with the call time.
Maximum booking window is too short. Raise it or turn it off.
A timezone mismatch between HealOS, the EHR, or the Google calendar. Check Timezone in Practice profile and the calendar’s timezone.
Spelling or DOB mismatch, or a nickname on file. The AI asks callers to spell the name and reads the DOB back. Correct the chart if it uses a nickname.
The EHR or calendar is not connected yet, or Auto-Schedule Appointments is off. See Connect your EHR.

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Voice and language

Speak in is set to one language, or the voice does not support the caller’s language. Set Speak in to Multilingual (auto-detect), tick the languages, and pick a voice that supports them.
Common with unusual names and drug names. Add pronunciation overrides, and ask us to add a spell-back rule and a medication list for your specialty.

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Settings and tasks

Someone else edited settings, or the page was open a long time. Reload the page and save again.
Your workflow is more complex than the built-in options. Send us your call script or workflow document. See Custom workflows.
A task is only created when the AI captured a request. Check Inbound Calls for the transcript. Ask us to enable follow-up tasks for incomplete calls.
Trigger Condition is set to “All callers”. Set it to “New patient calls only”.
The provider name in Settings does not match the name callers use or the EHR spelling. Fix the spelling under Providers and Practice profile.
Product access has not been granted. The practice admin grants AI Frontdesk access; otherwise contact support.

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When to contact support

Use the in-app chat or team@healos.ai when:
  • The AI stops answering, or every call fails at once.
  • A booking shows an error in the Events tab.
  • Your call handling needs a custom workflow the settings cannot express. Send your script or workflow document.
  • You need an EHR that is not listed.
Send the caller’s phone number (or “web test”), the date and time, and what you expected to happen. We can trace every call from that.