Troubleshooting

Izzy isn’t answering calls

Check your phone forwarding. The most common issue is that your business phone isn’t properly forwarding to your AgentIzzy number. Contact your phone provider to verify call forwarding is active and pointing to the correct number.

Check your plan status. If your free trial has ended or your subscription has lapsed, Izzy won’t answer calls. Go to Billing in your portal to check your account status.

Check your call limit. If you’ve exceeded your plan’s monthly call limit, Izzy may stop answering until the next billing cycle. Your Dashboard shows current usage.

Calls are being marked as spam

Izzy has built-in spam detection that filters out robocalls and telemarketers. Occasionally, a legitimate call may be flagged. This can happen when:

• The caller is using a VoIP number with no caller ID name registered
• The caller’s number appears in spam databases

If a real customer’s call was marked as spam, you can still see the call in your Dashboard — it’s tagged but not deleted. The caller can try again from a different number, or you can call them back using the number shown.

Transcript is incomplete or inaccurate

Speech-to-text isn’t perfect. Accuracy depends on:

• Call quality — poor cell reception or speakerphone calls are harder to transcribe
• Background noise — noisy environments on the caller’s side
• Accents and speech patterns — some accents may have slightly lower accuracy
• Technical terms — industry-specific jargon may be misheard

The call recording is always available as a backup. Listen to the recording if the transcript seems off.

Izzy gave incorrect information

Izzy only knows what you tell it. If it gave wrong information:

1. Check your FAQs — is the correct answer in Settings → FAQs?
2. Check your business info — are your hours, address, and details current?
3. Update and test — make the correction, then make a test call to verify

Izzy never makes up information. If it doesn’t have the answer, it says so and offers to take a message. If it gave wrong info, the source is almost certainly outdated data in your settings.

Calendar integration isn’t working

If Izzy isn’t booking appointments:

1. Check the connection — go to Settings → Calendar and verify your calendar is connected (you’ll see a green “Connected” badge)
2. Re-authorize — if the connection was lost, disconnect and reconnect your calendar provider
3. Check calendar availability — Izzy can only book when your calendar shows free time
4. Calendly users — make sure you have a paid Calendly plan (Standard or above). Free Calendly accounts can connect but can’t create bookings through the API
5. Google Calendar users — check that your booking window isn’t set too narrowly in Settings → Calendar

SMS follow-up texts aren’t sending

1. Verify SMS is enabled — go to Settings → SMS and confirm the toggle is on
2. Check your plan — SMS follow-up is a Pro plan feature
3. Check the template — make sure your SMS template isn’t empty
4. Opt-out status — if a caller previously replied STOP, they won’t receive texts

Izzy sounds different than expected

• Voice selection — verify the correct voice is selected in Settings → Voice & Tone
• Agent name — check that the agent name field matches what you want Izzy to call itself
• Plan tier — voice selection beyond “Izzy” requires the Pro plan

I need more help

If you’ve tried the steps above and are still having trouble:

• Email us: support@agentizzy.com — we respond within a few hours
• Include details: your account email, the phone number involved, and the approximate time of the issue
• Share a call: use the share link from your Dashboard to send us the specific call you’re having trouble with