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AI CSR not answering calls

Maya has stopped answering inbound calls, or callers are ringing through to voicemail instead of reaching the AI receptionist.

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Why this happens

  • Maya is paused or turned off. The Pause (soft kill) toggle in Settings is enabled, or Maya was turned off from the dashboard. In soft-kill mode Maya transfers immediately instead of handling calls; if turned off entirely, she doesn’t answer at all.
  • The phone number is not assigned to AI CSR. Your business phone number may not be routed through Servinix, or the Twilio number configuration changed.
  • Spam drop is catching legitimate calls. The Drop calls flagged by Twilio as spam toggle is on, and Twilio is incorrectly flagging real callers.
  • Your plan limit has been reached. Some AI CSR plans cap the number of calls per billing period. Once the cap is hit, Maya stops answering until the period resets or the plan is upgraded.

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Try this first

  1. Open AI CSR in the left navigation. Check the status badge at the top of the dashboard.
    • If it reads anything other than Maya is on, Maya is paused or off. Click Resume or re-enable her from the dashboard.
  2. Go to AI CSR > Settings (/receptionist/settings). Scroll to Trust & Safety and check the Pause Maya (soft kill) toggle. If it is on, disable it.
  3. On the same page, confirm that the Maya books service requests toggle is in its expected state — this doesn’t affect whether Maya answers, but confirms the settings page is loading correctly.
  4. Place a test call to your business number from a phone not in your customer records. Wait at least 30 seconds to see if Maya picks up.
  5. If the call does not connect, check that your business phone number is properly configured in Settings > Phone Numbers (/settings/phone-numbers). Confirm the number appears in the list and is connected to your Servinix account.
  6. If calls are being dropped as spam, go to AI CSR > Settings > Trust & Safety and check the Drop calls flagged by Twilio as spam toggle. Disable it temporarily and run a test call.

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If that didn’t work

  • Check your plan limits. Go to Settings > Subscription to see whether your AI CSR call allotment has been exhausted.
  • Review transfer rules. If Maya is in soft-kill mode or all calls match a transfer rule, callers may be transferred to an unmonitored number, making it appear she isn’t answering. Go to AI CSR > Settings > Transfer rules and verify the default transfer target is a reachable number.
  • Contact Servinix support. If the status badge shows Maya is on, phone numbers look correct, and calls still don’t connect, there may be a carrier or Twilio routing issue. Contact support with the affected phone number and the approximate time of a missed call.