If your AI Receptionist isn't answering calls, replying to texts, or drafting emails as expected, there's usually a simple explanation. This guide walks you through the most common causes and how to fix them.
Work through the checklist below from top to bottom - the most frequent issues are listed first.
The AI Receptionist can be configured from either the Beside mobile app or 📖 Beside on the web at app.beside.com, so paths for both are shown where relevant.
Check 1: Is the AI Receptionist turned on?
The most common reason the AI doesn't respond is that it's simply not activated for the channel you're expecting.
On mobile
Open the Beside mobile app
Go to the AI tab.
If you're on a 👥 Business plan with multiple lines, select the correct line from the dropdown at the top left.Check that the toggle is ON for the relevant channel:
📞 Calls - for missed call handling
💬 Texts - for automated text replies
📧 Emails - for draft email replies
On Beside on the web
Go to app.beside.com
Click AI Receptionist in the left sidebar
Select the line from the dropdown at the top of the page
Under Channels, click Phone Calls, Text Messages, or Draft Emails and toggle on the relevant switch (top right)
Changes save automatically.
✅ Fix: Toggle on the channel(s) you want your AI to handle.
Check 2: Is the caller in scope?
Your AI Receptionist only handles calls and texts from the audience you've selected. If a caller or texter falls outside that scope, the AI won't respond.
Open the AI Receptionist settings (AI tab on mobile, or AI Receptionist in the left sidebar on Beside on the web), open the Phone Calls or Text Messages page, and review the Scope section:
On the web - Phone Calls: the Answers to dropdown lets you pick Missed From Everyone or Missed From Unsaved Numbers
On the web - Text Messages: the Replies to dropdown lets you pick Texts from Everyone or Only from Unsaved Numbers
On mobile: additional options are available, including Contacts (only saved contacts)
Also check the Excluded Contacts section on the same page to see if the specific contact has been excluded.
📌 Adding or removing contacts from the Excluded Contacts list is currently done from the Beside mobile app.
✅ Fix: Adjust your audience scope or remove the contact from the exclusion list.
Check 3: Are calls reaching your Beside number?
The AI Receptionist only works on your Beside line. If callers are reaching your personal phone number (not your Beside number), the AI won't pick up.
Make sure call forwarding is properly set up from your carrier to your Beside number. Call forwarding can be configured from the Beside mobile app, or on the web from Settings, then Phone Numbers under Workspace, then click your line and open the General tab.
⚠️ Self-testing: Calling your own forwarded number may not reach the AI. Use Test Receptionist in the Beside mobile app or call from a different phone.
Check 4: Did you answer the call yourself?
The AI Receptionist only handles missed calls by default. If you pick up the phone, the AI won't activate. The same applies if another invited member on a shared line answers first.
You can adjust when the AI picks up:
Mobile: AI tab → 📞 Calls → Scope → Answers after - choose Direct to Receptionist or set a ring count
Web: AI Receptionist → Phone Calls → Scope → Answers after dropdown - pick a ring count or Direct to Receptionist. Changes save automatically.
✅ Fix: If you want the AI to answer faster, reduce the ring count or choose Direct to Receptionist. If you want more time to answer yourself, increase it.
Check 5: Is the AI Text Receptionist paused for this contact?
When you reply manually in a text conversation, the AI Text Receptionist automatically pauses for that contact for 24 hours. This prevents the AI from sending duplicate replies while you're handling the conversation yourself.
After 24 hours, the AI will resume only if the contact sends a new incoming message.
✅ Fix: Wait 24 hours, or check if a manual reply was recently sent in that conversation.
Check 6: Is the text going to your Beside number?
The AI Text Receptionist only replies to texts sent directly to your Beside number. It does not support:
SMS forwarding from your personal number
WhatsApp messages
Messages from other messaging apps
Your contacts must text your Beside number directly. You can find it on mobile under Settings, then Phone Numbers, or on the web under Settings, then Phone Numbers under Workspace.
Check 7: Is the email connection active?
If your AI isn't creating email drafts, the connection to Gmail or Outlook may have expired.
On mobile
Go to the AI tab → 📧 Emails
Check if your email account is still connected
If not, disconnect and reconnect it, making sure to grant all requested permissions
On Beside on the web
Go to app.beside.com
Click AI Receptionist in the left sidebar, select the line, then open Draft Emails under Channels
Check the connection status
Reconnect if needed, and grant all requested permissions
Still not working?
If you've checked all of the above and your AI Receptionist is still not responding:
Mobile: force-close and reopen the Beside app, and check for app updates in the App Store or Google Play.
Web: do a hard refresh of the tab (Cmd/Ctrl+Shift+R) and try signing out and back in.
Test with Test Receptionist in the Beside mobile app to confirm the AI is working in simulation mode.
If Test Receptionist works but real calls don't, the issue is likely with your call forwarding setup - verify it with your carrier.
FAQ
My AI Receptionist works for calls but not for texts - why?
My AI Receptionist works for calls but not for texts - why?
Calls and texts are managed independently. Open your AI Receptionist settings (mobile: AI tab → 💬 Texts; web: AI Receptionist → Text Messages under Channels) and check that the toggle is on and the audience scope is set correctly. Also check Excluded Contacts to make sure the contact isn't in the exclusion list.
My AI answered before but suddenly stopped - what happened?
My AI answered before but suddenly stopped - what happened?
Most commonly, this happens when you manually replied to a text conversation (which pauses the AI for 24 hours), when the audience scope was changed, or when an app update reset a setting. Go through the checklist above to identify the cause.
The AI picks up calls I wanted to answer myself - how do I slow it down?
The AI picks up calls I wanted to answer myself - how do I slow it down?
Increase the ring count: on mobile, AI tab → 📞 Calls → Scope → Answers after. On the web, AI Receptionist → Phone Calls → Scope → Answers after. You can also exclude specific contacts from AI handling via the Excluded Contacts list (managed from the mobile app).
Can I check if the AI is working without calling my own number?
Can I check if the AI is working without calling my own number?
Yes. Use the Test Receptionist button at the bottom of the AI tab in the Beside mobile app. It simulates a call or text without using your real number. This is the most reliable way to test.