Troubleshooting

Having an issue? Find your problem below and follow the steps to fix it.

My Agent Isn’t Answering Calls

Check these things in order:

1. Is your phone number assigned to an agent? Go to Dashboard > Phone Numbers and make sure your number has an agent assigned. Numbers without agents won’t answer calls.

2. Is the number active? Check that the number’s status is Active, not Inactive/Paused.

3. Is call forwarding set up correctly? If you’re forwarding from your existing number, double-check the forwarding number. Try calling the Akol number directly to see if that works.

4. Is your agent set to Active? Go to Dashboard > Agents and check your agent’s status. If it says Draft, switch it to Active.

Calls Aren’t Being Recorded

1. Check recording settings — Go to your agent’s settings and make sure recording is enabled
2. Check your plan — Recording retention varies by plan (Free: 7 days, Starter: 30 days, Pro: 90 days, Business: 365 days)
3. Old recordings may have expired — Recordings are automatically deleted after your plan’s retention period

My Agent Gives Wrong Information

Your agent answers based on the information you’ve given it. If it’s saying something incorrect:

1. Go to your Business Profile — Update any outdated information
2. Check your agent’s instructions — Make sure they’re accurate and current
3. Review the transcript — See exactly what the caller asked and what your agent said
4. Update and test — After making changes, do a test call to verify

Common causes:

• Outdated pricing in your business profile
• Missing services that callers ask about
• Incorrect business hours

My Agent Isn’t Booking Appointments

1. Is your calendar connected? Go to Dashboard > Integrations and check that your calendar (Google Calendar, Outlook, or Calendly) is connected and showing a green status.

2. Does your calendar have availability? Your agent can only book open time slots. If your calendar is full, there’s nothing to offer callers.

3. Check your agent’s instructions Make sure your instructions tell the agent to book appointments. For example: “When a customer wants to schedule a service, check the calendar and book an appointment.”

Call Quality Issues

If callers report that the agent sounds strange or cuts out:

• This is rare — Akol’s voice technology is designed for clear, natural conversations
• Check the caller’s connection — Poor cell phone reception on the caller’s end can cause issues
• Listen to the recording — Compare what you hear to what the caller reported
• Adjust voice speed — If the agent talks too fast or slow, adjust the speed slider in agent settings

Agent Responds Slowly

If there are long pauses (more than 3 seconds) before the agent speaks:

1. Simplify your agent’s instructions — Shorter, clearer instructions get faster responses
2. This can happen on very long calls — The system manages it automatically
3. If it keeps happening, contact support

Calls Dropping Unexpectedly

If calls end without a goodbye:

1. Check the call details in Dashboard > Calls to see why it disconnected
2. Calls have a maximum duration — Very long calls may end automatically
3. Review the transcript to understand what happened right before the drop

I’m Not Getting Notifications

1. Check notification settings — Go to Dashboard > Settings and make sure notifications are turned on
2. Check your email spam folder — Notification emails might be landing in spam
3. Verify your email address — Make sure the email on your account is correct
4. Check integration connections — If using Slack notifications, make sure the Slack integration is still connected

I Can’t Log In

1. Check your email and password — Make sure you’re using the right credentials
2. Reset your password — Click “Forgot password” on the login page
3. Check your email — The password reset link will be sent to your account email
4. Clear your browser — Try clearing cookies and cache, then log in again

Integration Not Connecting

If you can’t connect an integration (calendar, CRM, Slack, etc.):

1. Allow popups — Your browser may be blocking the authorization window
2. Try a private/incognito window — Browser extensions can sometimes interfere
3. Click Allow or Authorize when prompted — Don’t close the window too early
4. Disconnect and reconnect — If it was working before, try disconnecting and setting it up again

Dashboard Not Loading

1. Refresh the page — Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Clear your browser cache — Cached data can cause loading issues
3. Try a different browser — Or open an incognito/private window

My Subscription Isn’t Working

1. Check your payment method — Go to Dashboard > Billing and make sure your card is valid
2. Check for failed payments — A declined card can pause your subscription
3. Update your card — If your card expired or was replaced, update it in billing settings

Quick Reference

I Need More Help

If you can’t find the answer here:

• Email us at [email protected]
• Use the chat widget in your dashboard (bottom right corner)
• Check the FAQ for common questions — FAQ →