Help / Troubleshooting
Troubleshooting
When something looks wrong
Scarlett isn't answeringNine times out of ten the divert isn't actually on. Work through this in order to get calls reaching Scarlett.Calls aren't showing upScarlett answered, but the call isn't in your log — usually because your carrier stripped the number the call was diverted from.Scarlett used the wrong business nameEither your account name is wrong, or the call arrived without Scarlett knowing which business it was for. Here's how to tell which.No confirmation text was sentScarlett only texts when she said she would. If a caller didn't get a text, check whether she promised one and that the number is right.A call transfer didn't workA caller wasn't put through to a colleague. Usually the department is paused, the call didn't match it, or the number isn't one Scarlett can dial.Can't sign in, or lost your authenticatorWhat to do when a password isn't working, you've lost your two-factor device, or an invite link has expired.GlossaryPlain definitions of the Scarlett-specific words you'll meet — divert, diverting number, intent, status, scenario, call route and unattributed.
Still stuck? Email hello@getscarlett.ai with your business name and, if it’s about a call, roughly when it came in.