Troubleshooting

Most issues come down to call routing or a setting, and are quick to fix. Here are the common ones.

Calls are not reaching Bonnie

• Check your call forwarding points to the transfer number we gave you. See Get your phone number live.
• Make sure no old voicemail or call menu catches the call first.
• Confirm your public listings point to the right number.

A call does not show in my dashboard

• Give it a moment and refresh Conversations at app.bonnie.ai.
• Check you are signed in to the right account.
• If it is still missing, send us the time of the call so we can trace it.

A booking did not show in my reservation system

• Confirm your reservation system is connected under Integrations. See Connect your reservation system.
• If your system is not connected directly, Bonnie sends a booking link by WhatsApp instead, so the caller completes it. See Reservation systems.
• Still missing? Send us the call-ID.

Bonnie says there is no availability, but I see free tables online

• Your reservation system may have no tables or shifts configured for that day.
• On Zenchef, the website widget can use a different API than Bonnie. Ask us to turn on the widget API.
• It may genuinely be full (for example a themed night).
• Check whether availability works on other days, which points to a single-day issue.

A guest did not get a confirmation

• Confirmations are sent by the reservation system itself, not by Bonnie.
• Bonnie can send an extra WhatsApp confirmation if you set that up. See WhatsApp & messages.
• Check the spam folder and the email or SMS settings in your reservation system.

Transfers: caller hears nothing after being transferred

• Your own phone system (PBX or IVR) may have a queue timeout that cuts callers off. Check your phone system settings, not Bonnie. See Transfers & working schedule.

Bonnie says something that is not right

• If information is not explicitly in your instructions, Bonnie may assume something is possible. State both what is and is not available. See Writing good instructions.
• Wrong phone number? It comes from Google. Add the correct number to your FAQ explicitly.

Bonnie does not catch the caller's phone number

This is a known issue: when a caller reads out their number, Bonnie sometimes moves on before they finish. It comes down to how long Bonnie waits for a pause, and that timing cannot be controlled from your prompt, so adding instructions about it will not fix it.

The fix is the keypad (DTMF) rule: the caller can simply key in their phone number on their phone's keypad and Bonnie uses that number. This is handy when the caller is on an anonymous number or a landline, or when the spoken number is not coming through. To turn this on for your assistant, reach our support and engineering team via Get help and we will set it up.

Audio or accent issues

• The occasional tricky call is normal. If a pattern shows up, listen back to a few calls and send us the call-IDs so we can fine-tune.
• For mispronounced words, use the pronunciation list. See Languages, voice & pronunciation.

Still stuck? Reach a person from Get help with the call-ID, and we will sort it.