Calls are not reaching Bonnie

If calls go to voicemail, ring unanswered, or reach the wrong place instead of Bonnie, the issue is almost always in the call routing. Here is how to trace and fix it.

We can check the routing with you, just ask, and Sophie, the chat in the corner, can help you work through the checklist.

The most common causes

Call forwarding is not set up or was reset

If you kept your existing number (Option B), calls reach Bonnie only because your phone system forwards them. If forwarding was never set up, points to the wrong number, or was reset by your provider, calls do not reach Bonnie.

Check: dial your own number from a different phone. Where does it go? If it goes to voicemail or rings forever, ask your phone or PBX provider to forward calls to the Bonnie transfer number we gave you. Check your welcome email or ask us if you cannot find the number.

Voicemail catches the call before it forwards

If voicemail on your main line picks up before the call forwards to Bonnie, Bonnie never sees the call. Fix: disable voicemail on your main line, or set the voicemail delay longer than your forward delay. See Voicemail: the one thing to turn off.

A phone menu (IVR) catches the call first

If you have a menu ("press 1 for reservations, press 2 for reception"), callers have to navigate it before reaching Bonnie. If you want Bonnie to answer all calls directly, your phone system should forward to Bonnie before any menu. Ask your telecom provider to adjust the routing order.

Your public listings show the wrong number

If your Google Business profile, website or social media still show an old number, callers dialling from there will not reach Bonnie. Fix: update your number on business.google.com, your website, social media, and any ads or delivery platforms.

The call reaches Bonnie but does not show in your dashboard

Give it a moment and refresh your Conversations page at app.bonnie.ai. Calls usually appear within a minute. If a call is genuinely missing after a few minutes, contact us with the time of the call and the number it came from. See Get help.

Quick checklist

• Dial your number from a different phone: does Bonnie answer?
• Is voicemail disabled on your main line?
• Is your call forwarding pointing to the correct Bonnie transfer number?
• Are there phone menus or call queues in front of Bonnie?
• Do your public listings show the right number?

If all of this checks out and calls still do not reach Bonnie, contact us at support@bonnie.co or call +31 850 659 600.