What's happening

Scarlett answered with the wrong name — or as "the answering service" instead of your business. There are two causes.

1. Your business name is wrong

Scarlett answers with the business name saved for your business. Fix it in Train Scarlett → Business, under Business details, and press Save changes. Check Trade while you're there — she introduces you by both. The Train Scarlett overview shows the exact words she uses ("On every call and text, she introduces you as…").

If her opening line on calls still says the old name, open Train Scarlett → Greetings and press Save — that sends the new name to your phone line.

2. She answered as "the answering service"

If she said she was "the answering service" and didn't use your name at all, the call didn't reach your Scarlett number. Usually your divert still points at the old shared Scarlett line, set up before you had a number of your own. Calls there can't be matched to a business, so rather than guess your name, she takes a message. This is the same cause as Calls aren't showing up, and the fix is to point your divert at your own Scarlett number.

What's next

• Manage your business details — set the name she answers with.
• Get your own Scarlett line — find your number and re-point your divert.