The phone assistant didn't answer or said something wrong

Most problems come from the assistant being switched off, out of minutes, or working from information that's out of date.

If it didn't answer

1. Go to Phone. Next to your number it should say Answering calls. If it says "Off — calls hear 'not in service'", click Turn on.
2. Check Minutes this month. If you're out, add minutes on Overview, or wait for the reset on the 1st.
3. Check Billing. If your plan lapsed or doesn't include the phone assistant, the Phone page shows See plans.
4. Check you're calling the number shown on the Phone page.

If it said something wrong

1. On Phone, open the call under Recent calls and click Transcript to see exactly what was said.
2. Wrong hours or times: fix Hours and Time off.
3. Wrong prices or services: fix Services & pricing and Add-ons.
4. Wrong address, phone or areas served: fix Settings.
5. Wrong policy or missing answer: add it to Things the assistant should know on Phone, or to the Knowledge library with The phone assistant can use this ticked.
6. Saying something private: untick The phone assistant can use this on that knowledge entry.

Good to know

• Changes apply from the next call.
• The assistant only knows what you've told Sotera. When it doesn't know, it should say so and offer to take a message.

If it still doesn't work

Email hello@sotera.to with your business name, the time of the call and the caller's number, so we can find the call.