> ## Documentation Index
> Fetch the complete documentation index at: https://docs.healos.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What you see, what is usually going on, and what to do.

## Transfers

<AccordionGroup>
  <Accordion title="“It didn't transfer even though I set up call routing”">
    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.
  </Accordion>

  <Accordion title="“It hangs up on patients who ask for a receptionist” or “says they aren't available”">
    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.
  </Accordion>

  <Accordion title="Callers asking for a person get sent to billing">
    Billing was the only transfer number configured. Add a number to **Caller insists on a live person**.
  </Accordion>

  <Accordion title="“Would you like to connect?” repeated several times">
    The transfer reached your practice's own auto-attendant, not a person. Transfer to a direct line or extension, not the main IVR.
  </Accordion>

  <Accordion title="Summary says “transfer failed” or “technical difficulties”">
    Usually nobody answered the staff line. Check the **Events** tab on the call for the real outcome.
  </Accordion>
</AccordionGroup>

## Phone and forwarding

<AccordionGroup>
  <Accordion title="A large share of calls drop before the AI speaks">
    The forwarding rule has "confirm connection" or "press 1 to accept" on. Turn it off on the forwarding rule.
  </Accordion>

  <Accordion title="The AI stopped answering entirely">
    A rare platform-side issue. Remove forwarding so calls ring your desk, and tell support. We send the missed-call list afterwards.
  </Accordion>
</AccordionGroup>

## Booking

<AccordionGroup>
  <Accordion title="“It says the doctor isn't available but the schedule is open”">
    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.
  </Accordion>

  <Accordion title="“It said it booked but nothing is on the calendar”">
    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.
  </Accordion>

  <Accordion title="Patients told “we'll call you back” instead of being booked weeks out">
    **Maximum booking window** is too short. Raise it or turn it off.
  </Accordion>

  <Accordion title="Appointment booked at the wrong time, hours off">
    A timezone mismatch between HealOS, the EHR, or the Google calendar. Check **Timezone** in Practice profile and the calendar's timezone.
  </Accordion>

  <Accordion title="“Patient not found” for an existing patient">
    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.
  </Accordion>

  <Accordion title="Even the test call only takes a message">
    The EHR or calendar is not connected yet, or **Auto-Schedule Appointments** is off. See [Connect your EHR](/guides/receptionist/connect-your-ehr).
  </Accordion>
</AccordionGroup>

## Voice and language

<AccordionGroup>
  <Accordion title="The AI answers in the wrong 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.
  </Accordion>

  <Accordion title="Names or medications misheard repeatedly">
    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.
  </Accordion>
</AccordionGroup>

## Settings and tasks

<AccordionGroup>
  <Accordion title="Settings will not save, “updated somewhere else”">
    Someone else edited settings, or the page was open a long time. Reload the page and save again.
  </Accordion>

  <Accordion title="“The settings can't express how we handle calls”">
    Your workflow is more complex than the built-in options. Send us your call script or workflow document. See [Custom workflows](/guides/receptionist/custom-workflows).
  </Accordion>

  <Accordion title="Caller hung up mid-call and no task appeared">
    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.
  </Accordion>

  <Accordion title="Intake form sent after a cancellation">
    **Trigger Condition** is set to "All callers". Set it to "New patient calls only".
  </Accordion>

  <Accordion title="Provider notifications or task assignment not working">
    The provider name in Settings does not match the name callers use or the EHR spelling. Fix the spelling under Providers and Practice profile.
  </Accordion>

  <Accordion title="“This feature needs to be turned on” for a new team member">
    Product access has not been granted. The practice admin grants AI Frontdesk access; otherwise contact support.
  </Accordion>
</AccordionGroup>

## When to contact support

Use the in-app chat or [team@healos.ai](mailto: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.

<Info>
  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.
</Info>


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