> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxhealth.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems and where to look first.

## Calls

<AccordionGroup>
  <Accordion title="The agent does not answer">
    Check, in order: the number is assigned to an [assistant](/agents/assistants); 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.
  </Accordion>

  <Accordion title="The agent cannot find patients">
    Almost always the PMS connection. Open [Patients](/patients/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.
  </Accordion>

  <Accordion title="Too many calls transfer to a person">
    Look at the transfer reasons in [Calls](/front-desk/calls). Two or three questions usually account for most of the volume, and they belong in the [knowledge base](/agents/knowledge-base).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Appointments

<AccordionGroup>
  <Accordion title="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](/patients/availability).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="The agent says there is nothing available and the schedule looks open">
    Check three things: the [location's hours](/practice/locations) 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.
  </Accordion>

  <Accordion title="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](mailto:support@voxhealth.ai).
  </Accordion>
</AccordionGroup>

## Messages and notifications

<AccordionGroup>
  <Accordion title="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`.
  </Accordion>

  <Accordion title="Confirmations are not showing up in the PMS">
    Check one appointment end to end: reminder in the log, reply in [Messages](/channels/messages), confirmation status on the appointment. Tell support which of those three is missing.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Access

<AccordionGroup>
  <Accordion title="A staff member sees an empty page">
    Their [role](/team/roles-and-permissions) does not grant that area. Empty rather than an error is intentional. Access is enforced on the data, not by hiding the page.
  </Accordion>

  <Accordion title="A section is missing from the sidebar entirely">
    That feature is not enabled for your practice. Ask support.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Documents

<AccordionGroup>
  <Accordion title="A fax arrived but no referral was created">
    Open it in [Fax & email](/front-desk/fax-and-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.
  </Accordion>

  <Accordion title="Extracted details are wrong">
    Correct them in the referral before creating the chart. Faxed handwriting is the limit here, not the software. See [Referrals](/front-desk/referrals).
  </Accordion>
</AccordionGroup>

## Still stuck

Email [support@voxhealth.ai](mailto:support@voxhealth.ai). Useful things to include: what you expected, what happened, and the time it happened. For a call, the phone number and time. **not** the patient's name.