Troubleshooting

Most surprises from the AI Agent trace back to a single setting. A few come from behavior the agent applies no matter how you configure it.

The agent transferred a call to itself

Every transfer rings the one number saved under Transfer phone number. If that number is your main business line, and your main line forwards to the agent, the transfer arrives back at the agent.

Fix: point Transfer phone number at a line that reaches a person directly, such as a cell phone or a desk phone with no forwarding on it. See Call transfers.

The agent won't quote prices

Quoting is off by default, and it needs a rate sheet. With Let the AI quote prices on but no rate sheet created yet, the Price Quotes card shows an amber No active pricing is set up banner and the agent still won't give a number.

Fix: turn Let the AI quote prices on, from Dispatch settings, and confirm the card shows the green Active pricing profile banner. If it's amber, create your rate sheet first. See Create your rate sheet.

A caller with an RV was transferred

RVs, motorhomes, trailers, boats, and other non-standard vehicles go to your team no matter how the service pages are set. Winch out and recovery behaves the same way whenever it's offered.

Fix: no setting changes this, so keep someone reachable at your transfer number to catch these calls. The full list is on Choose what the agent handles.

The agent said you were closed

Outside your business hours, the agent follows your After-hours dispatch choice, and Not Offered tells callers you're closed. Hours are read in your company timezone, so a timezone that doesn't match your yard shifts the whole schedule.

Fix: check Timezone, then Business hours, then After-hours dispatch on Set up your agent. Set the policy to Transfer to send after-hours callers to your team, or check Open 24/7 so the policy never applies. Impound calls run on the lot's own hours instead. See Impound settings.

The location link stopped working

The texted location link lives about five minutes. After that, the page no longer takes a pin. A caller who taps the link ten minutes later finds it expired, and the pin never reaches the call.

Fix: have the caller ask for a fresh link while they're still on the phone. When a pin comes through but no address resolves behind it, the agent asks the caller for a nearby landmark, exit, or mile marker instead. How the agent handles calls walks through the whole location flow.

Nobody got the new-job email

Team alerts fire when the agent creates a job, so a call that transferred sends nothing. When the agent creates a job and the email still doesn't arrive, three controls sit between the job and the inbox. They are the Notify team on new dispatch toggle, the Email checkbox, and the address's presence in that channel's list. Each channel holds at most 10 recipients, and duplicates are rejected on save.

Fix: open Notifications, tick each channel you want, and add every recipient to that channel's own list. An address that won't save is either already in the list or past the 10-recipient limit.

Quick reference