Calls
The agent does not answer
The agent does not answer
Check, in order: the number is assigned to an assistant; your carrier’s forwarding still points at the VoxHealth number; the number appears under Settings → Phone Numbers.Carrier forwarding is the usual answer. It gets cleared by unrelated changes on the carrier side.
The agent cannot find patients
The agent cannot find patients
Almost always the PMS connection. Open Patients and search for a chart you know exists. If that fails too, go to Settings → Integrations.If lookup works in the app but not on calls, check that the caller’s number is actually on their chart.
Too many calls transfer to a person
Too many calls transfer to a person
Look at the transfer reasons in Calls. Two or three questions usually account for most of the volume, and they belong in the knowledge base.
Transfers ring nowhere
Transfers ring nowhere
Call the destination number in the rule yourself. Then check the time window. An
After hours rule pointing at the front desk transfers into an empty office.The agent talks too fast, or interrupts
The agent talks too fast, or interrupts
Adjust voice and speaking rate under Settings → Assistants. Callers can also ask the agent directly to slow down.
Appointments
The agent offers times that should not be bookable
The agent offers times that should not be bookable
Availability comes from your PMS. Block the time there, or exclude the provider from agent scheduling in Availability.
Appointments land with the wrong duration
Appointments land with the wrong duration
The reason for the visit maps to an appointment type, which sets the length. Check that mapping. It is the usual cause of new patients in slots that are too short.
The agent says there is nothing available and the schedule looks open
The agent says there is nothing available and the schedule looks open
Check three things: the location’s hours and date overrides, whether the providers with open time are excluded from agent scheduling, and whether the open blocks are long enough for the appointment type being requested.
An appointment is in VoxHealth but not in the PMS
An appointment is in VoxHealth but not in the PMS
Report this. It should not happen. Note the appointment and the time, and email support@voxhealth.ai.
Messages and notifications
A patient says they never got a reminder
A patient says they never got a reminder
Settings → Notification Log, filtered to that patient. It shows whether it was sent, to what address, and whether it was delivered. The usual answers: no mobile number on the chart, a wrong number, or a previous
STOP.Confirmations are not showing up in the PMS
Confirmations are not showing up in the PMS
Check one appointment end to end: reminder in the log, reply in Messages, confirmation status on the appointment. Tell support which of those three is missing.
Nothing is going out at all
Nothing is going out at all
Check that the notification type is enabled at all under Settings → Notifications, and that a schedule is configured for reminders.
Access
A staff member sees an empty page
A staff member sees an empty page
Their role does not grant that area. Empty rather than an error is intentional. Access is enforced on the data, not by hiding the page.
Someone cannot sign in
Someone cannot sign in
Reset the password from the sign-in page. If they have two-factor enrolled and lost the device, an admin has to help. Contact support.
Documents
A fax arrived but no referral was created
A fax arrived but no referral was created
Open it in Fax & email. Extraction takes a moment after arrival. If nothing was extracted after a few minutes, the document is probably not a referral, or the scan is too poor to read, both leave the document in the inbox rather than dropping it.
Extracted details are wrong
Extracted details are wrong
Correct them in the referral before creating the chart. Faxed handwriting is the limit here, not the software. See Referrals.