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.
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.
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
✅ 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.
Go to the AI tab → 📞 Calls (or 💬 Texts) → Scope and verify the audience setting:
Everyone - AI handles all incoming calls/texts
Unsaved numbers - AI only handles unknown callers
Contacts - AI only handles saved contacts
Also check if the specific contact has been excluded. In the same Scope section, tap Exclude Contacts to see if the contact appears in the exclusion list.
✅ Fix: Adjust your audience scope or remove the contact from the exclusion list.
Check 3: Are you calling from the right 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.
⚠️ Self-testing: Calling your own forwarded number may not reach the AI. Use Test Receptionist in the app or call from a different phone.
Check 4: Did you answer the call yourself?
The AI Receptionist only handles missed calls. 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 in the AI tab → 📞 Calls → Scope → Answers after. Choose Direct to Receptionist or set a ring count.
✅ 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 in Settings → Phone numbers.
Check 7: Is the email connection active?
If your AI isn't creating email drafts, the connection to Gmail or Outlook may have expired.
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.
Still not working?
If you've checked all of the above and your AI Receptionist is still not responding:
Force-close and reopen the Beside app.
Check for app updates in the App Store or Google Play.
Test with Try Receptionist to confirm the AI is working in simulation mode.
If Try 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. Go to the AI tab → 💬 Texts and check that the toggle is on and the audience scope is set correctly. Also check Exclude 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?
Go to the AI tab → 📞 Calls → Scope → Answers after and increase the ring count. This gives you more rings before the AI picks up. You can also exclude specific contacts from AI handling via Exclude Contacts.
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. It simulates a call or text without using your real number. This is the most reliable way to test.