Support center

What it means

The website widget lets visitors start a chat, leave contact details, and become a lead without waiting for a phone call back.

Where to go

Go to /dashboard/widget to copy the install script, preview the widget, and follow the platform guide for your website builder.

Steps to try

• Open /dashboard/widget and copy the widget script.
• Paste the script into your website builder or custom site using the guide for Wix, Shopify, WordPress, Squarespace, Webflow, or a custom website.
• Publish or save your website changes.
• Test the widget using /widget/demo or your published widget preview.
• Submit a test inquiry and confirm a new conversation appears in /dashboard/inbox.
• If phone or SMS follow-up is enabled, confirm the widget shows consent copy and a required checkbox.

If it does not work

• Confirm the script was pasted into the live site, not just a draft or staging copy.
• Clear cache or open the site in a private browser window.
• Check that the widget code was not shortened or split across multiple snippets.
• Verify the correct business workspace is connected to the widget settings.

When to contact support

Contact support@agentreceptionai.com with your website platform, the page where the widget should appear, and what you see after publishing.

What it means

Businesses should collect consent before sending SMS follow-up related to appointments or customer support.

Where to go

Review the widget preview at /dashboard/widget and your published widget copy before collecting phone numbers for SMS follow-up.

Steps to try

• Show consent copy before SMS follow-up is collected.
• Require a checkbox when phone or SMS follow-up is collected.
• Include Privacy and Terms links near the consent copy.
• Explain that message frequency varies and that message and data rates may apply.
• Make sure customers can use STOP or HELP language where applicable.
• Only message customers when your business has permission to do so.

If it does not work

• Confirm the widget form still shows consent language on the live site.
• Review /messaging-policy for messaging rules and business responsibilities.
• Update your business policies if consent copy does not match how you actually contact customers.

When to contact support

Contact support@agentreceptionai.com for widget consent copy questions. Contact privacy@agentreceptionai.com for privacy-specific data questions.

What it means

Each channel may require number verification, provider approval, or additional business configuration before it becomes active.

Where to go

Open /dashboard/channels to review Website Chat, SMS, Phone Calls, WhatsApp, Email Notifications, and Google Calendar status.

Steps to try

• Open /dashboard/channels and find the channel you want to connect.
• Review the status shown in the product: Not connected, Setup started, Pending verification, Pending approval, Connected, Needs attention, or Error.
• Complete any verification, approval, or configuration steps still shown in the dashboard.
• Test the channel after the status changes to Connected.

If it does not work

• Check whether the channel is still pending verification or provider approval.
• Confirm the business number, sender, or account details match what the provider expects.
• Review plan or feature availability if a channel shows as unavailable.
• AgentReception AI does not guarantee instant connection for every channel.

When to contact support

Contact support@agentreceptionai.com with the channel name, current status, and any visible error message from /dashboard/channels.

What it means

Usage limits help protect cost and keep the service predictable for small businesses.

Where to go

Check /dashboard/usage for current volume and /dashboard/billing for plan details, overage settings, and upgrade options.

Steps to try

• Review usage for conversations, AI actions, SMS segments, voice minutes, WhatsApp messages, email notifications, calendar sync events, staff seats, and connected numbers.
• Check whether a warning appeared because you are close to a plan limit.
• If checkout or billing portal access is disabled, no live subscription changes or charges can be completed until billing is enabled for your account.
• Decide whether to upgrade, enable overage if available, or wait for the next reset depending on your plan and settings.
• Remember that AgentReception AI does not promise unlimited usage on every plan.

If it does not work

• Confirm which meter triggered the warning in /dashboard/usage.
• Review billing settings to see whether overage is enabled or blocked.
• Check whether multiple channels or staff seats are increasing usage faster than expected.

When to contact support

Contact support@agentreceptionai.com with your workspace name, the usage warning you saw, and the page where it appeared.

What it means

A customer can ask for an appointment, and AgentReception AI can capture service, timing, and contact details for the owner to review.

Where to go

Use /dashboard/appointments to review requests and /dashboard/calendar to see confirmed scheduling workflow.

Steps to try

• Let the customer ask for an appointment through chat, SMS, call, WhatsApp, or another connected channel.
• Review the captured service, preferred time, and customer details in the workspace.
• Confirm, reschedule, or cancel the request as the business owner.
• Track statuses such as requested, pending, confirmed, completed, cancelled, or no-show depending on your workflow.

If it does not work

• Confirm booking rules and services are set up in business profile or AI training.
• Check whether the conversation created an appointment request or only a lead that still needs follow-up.
• Review the request manually before telling the customer it is confirmed.

When to contact support

Contact support@agentreceptionai.com if appointment requests are not appearing or statuses are unclear in /dashboard/appointments.

What it means

AgentReception AI should keep appointment records in the workspace, while Google Calendar acts as a connected sync destination when enabled.

Where to go

Check /dashboard/calendar for scheduling views and /dashboard/channels for Google Calendar connection status.

Steps to try

• Connect Google Calendar from /dashboard/channels if it is not connected yet.
• Confirm appointments in the workspace after a customer request is approved.
• Review whether confirmed appointments appear in the calendar view.
• Reconnect Google Calendar if the channel was disconnected.

If it does not work

• Check whether Google Calendar shows Connected, Needs attention, or Error.
• Confirm the appointment was confirmed in the workspace before expecting a synced event.
• Disconnect and reconnect only if the channel status suggests a connection problem.

When to contact support

Contact support@agentreceptionai.com with the appointment example, current calendar channel status, and what you expected to sync.

What it means

AI uses your business profile, hours, services, FAQs, policies, booking rules, tone, and conversation context to help with reception workflow.

Where to go

Update training content at /dashboard/ai-training and review replies in /dashboard/inbox before sending sensitive messages.

Steps to try

• Add accurate business hours, services, FAQs, and booking rules.
• Use AI to draft replies, summarize conversations, classify leads, or suggest next steps.
• Review sensitive, high-value, unclear, or regulated replies before sending.
• Adjust tone, escalation rules, and guardrails when answers are too generic or off-brand.

If it does not work

• Check whether the missing answer is covered in FAQs, services, or policies.
• Update AI training instead of expecting the AI to guess unavailable business details.
• Escalate unclear conversations to a human owner when needed.

When to contact support

Contact support@agentreceptionai.com if AI replies consistently ignore training content you already added.

What it means

When configured, the AI voice agent can answer calls, collect customer intent, and create a lead, summary, or appointment request for review.

Where to go

Review voice settings at /dashboard/voice and follow up on resulting conversations in /dashboard/inbox.

Steps to try

• Configure the voice agent with your business information and call flow expectations.
• Test whether the agent collects service interest, preferred timing, and contact details.
• Review the call summary, lead, or appointment request created after the call.
• Provide any required call recording or transcription notice based on your business obligations.

If it does not work

• Check whether phone call routing is connected in /dashboard/channels.
• Confirm the voice channel status is Connected or Needs attention rather than pending setup.
• Review whether the call reached the configured number and voice agent path.

When to contact support

Contact support@agentreceptionai.com with the phone number tested, call time, and what the caller heard or did not hear.

What it means

Business account owners control much of the customer and lead data inside their workspace, while end customers may need to contact the business directly for service-specific requests.

Where to go

Review workspace records in the dashboard and read /privacy for platform privacy information.

Steps to try

• Identify whether the request is about your business customer data or a platform privacy question.
• Handle end-customer requests through the business that controls the workspace when appropriate.
• Email privacy@agentreceptionai.com for privacy policy, access, deletion, or export questions.
• Do not send unnecessary sensitive customer data through support email.

If it does not work

• Confirm you are using the correct inbox for the type of request.
• Include only the minimum information needed to identify the request safely.

When to contact support

Use privacy@agentreceptionai.com for privacy requests and support@agentreceptionai.com only for general product questions about where data appears in the dashboard.

What it means

Security reports help us review suspected vulnerabilities, suspicious behavior, or account-security concerns.

Where to go

Email security@agentreceptionai.com and review /security for general security expectations and limitations.

Steps to try

• Email security@agentreceptionai.com with the affected feature or page.
• Include steps to reproduce the issue if safe to share.
• Attach screenshots or logs only if they do not contain secrets or unrelated customer data.
• Never include passwords, API keys, secret keys, or payment card numbers.

If it does not work

• Send a follow-up with any new safe evidence rather than resending sensitive credentials.
• Use the correct inbox instead of support@ if the issue is security-related.

When to contact support

Use security@agentreceptionai.com for security issues. AgentReception AI does not currently offer a public bug bounty program unless separately announced.