Troubleshooting common issues

The AI didn't answer my call

Likely cause: call forwarding isn't set up, or you've paused the AI.

Check, in order:

1. Is the AI status dot green (top right of dashboard)? If grey, you've paused — unpause from the dot menu.
2. Is call forwarding active? From your business phone, dial the cancel-forwarding code for your carrier (e.g. ##21# on AT&T) to check status. Then re-enable it. See Forward your business number.
3. Test from a different phone. Call your business number from your personal cell. You should hear the AI within 1–3 rings. If you hear your own voicemail, forwarding isn't active.
4. Check your Plumbify number works. Call the Plumbify number directly (not your business number). If that doesn't reach the AI, something's wrong on our side — email us immediately.

Review SMS didn't send after I marked a job complete

Likely cause: Jobber isn't connected, or the customer is opted-out.

Check, in order:

1. Is Jobber connected? Settings → Integrations. Green tick = connected. If you see "Reconnect Jobber," click it and re-authorize.
2. Did the job have a customer phone number? Reviews can't send to a job with no customer phone on file in Jobber.
3. Is the customer opted out? Check Reviews → Send log → look for that customer. If they previously replied STOP, they're blocked.
4. Did you mark the job complete during quiet hours? Reviews wait until 8am next morning if you mark a job complete late at night.
5. Did the job have the no-review tag? If yes, the SMS was intentionally suppressed.
6. Allow up to 5 minutes. Jobber webhooks can occasionally delay. If after 10 minutes nothing has fired, email us with the job ID.

Jobber says "Reconnect" on my dashboard

Likely cause: token expired or you changed your Jobber password.

Fix:

1. Click the Reconnect Jobber button on the dashboard banner.
2. Sign in to Jobber, approve permissions.
3. You'll return to Plumbify with the green tick restored.

Until you reconnect, the AI keeps working but new leads won't sync to Jobber and review SMS won't fire.

A lead came in but the address looks wrong

Likely cause: AI mishearing on a noisy call, or unusual street names.

Fix:

1. Click the lead on your dashboard.
2. Click Edit fields.
3. Correct the address — it syncs to Jobber automatically.
4. Optionally leave a thumbs-down on the AI's intake. Helps us train better.

For very noisy calls (background construction, bad cell signal), accuracy drops. You can also listen to the original recording from the lead detail view.

The AI sounded robotic or said something wrong

Likely cause: edge-case conversation, missing context in your settings, or rare AI hallucination.

Fix:

1. Check your settings. Did the caller ask about something you haven't told the AI about — like a specific service rate, weekend hours, or a brand you carry? Add it in Settings → AI Receptionist → Specialty & pricing notes.
2. Send us the call ID. If the AI said something factually wrong (made up a price, invented an address, claimed to know something it shouldn't), this is a bug — we want to know. Forward the transcript or call ID.
3. Use the thumbs-down. On any call detail, click thumbs-down to flag it. We review every flagged call and tighten the prompt accordingly.

I'm not getting notification SMS for new leads

Likely cause: notification phone number is wrong or you've muted alerts.

Fix:

1. Settings → Notifications. Check the owner phone number listed is correct.
2. Check the toggle for "SMS on new lead" is on.
3. Send a test notification from that page.
4. If still not arriving, check your phone hasn't filtered Plumbify as spam (your Plumbify number sends these alerts — add it to your contacts).

My dashboard isn't loading / showing stale data

Likely cause: browser cache or a brief outage on our side.

Fix:

1. Hard refresh: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows).
2. Try an incognito / private browsing window.
3. Check our status page (coming soon — for now, email us if you think we're down).

A customer says they got a Plumbify text they didn't expect

Likely cause: a transactional message (review request, quote follow-up, or missed-call text-back) went to someone who'd forgotten the original interaction. Or they opted out of automated texts previously and the flag didn't carry over.

Fix:

1. Identify which message fired — Dashboard → Activity feed → find the recent send to that phone number.
2. Reply STOP from your end on the customer's behalf (or have them reply STOP), which flags them as DO NOT TEXT for all future automations.
3. If they want a record of why the text went out (e.g. a recently completed job, a quote you sent), we keep an audit trail — email us with their phone number and we'll send you the record.
4. If this is a pattern (multiple customers complaining), pause your AI receptionist and email us so we can review your settings.