Tradesly · Guide
Fix common problems
Start with the symptom, check the visible result, and get back to work quickly.
When something looks wrong, start with what you can see instead of guessing at the cause. A timestamp, customer number, conversation, or status label gives you a faster route to the answer than changing several settings at once.
Use the matching symptom below. If the quick check does not resolve it, keep the example in front of you when you contact support.
1 What to do next
Name the symptom in one sentence.
Write what you expected and what happened instead, including roughly when it occurred.
Check the visible state.
Open the relevant conversation, schedule, registration status, or teammate record before changing anything.
Correct one clear issue and retry once.
Use your own contact details for calls or texts, then review the new result.
Contact support with the example.
Include the company, customer number or name, time, and exact wording or status you saw.
2 Calls are not reaching your AI
Call the AI number from your own phone and note the time. Then open Office and look for the conversation. If the call appears, open it to see what happened. If it does not appear, confirm that you called the AI number shown for the intended company.
Do not repeatedly change routing while you test. One call with a precise time and number is the best example for support. Your first test call shows what to check before customers use the line.
3 A text will not send
First check the business's SMS registration status. Registration can still be under review even when the form is complete. Next, check whether the customer has asked to stop messages and whether your business has the permission it relies on for that text.
Use Turn on texting for your business for registration and Consent and opt-outs for recipient-level checks. Carrier registration does not create customer consent.
4 A booking time is missing
Check the intended company, then review the team member's working time, time off, and eligible jobs. Compare those details with Business Hours and Arrival Windows. Correct the one setting that is out of date and try the booking again.
It only promises what you can actually staff connects those checks without requiring you to change the rest of the schedule.
5 The AI still uses old information
Business facts such as hours, services, and service areas belong in Settings. A conversation rule or preferred phrasing belongs in Coach. Update the source that owns the information, then place one test call and listen for the result.
If the new behavior is worse, review Versions before adding more instructions. Change one thing per round so the result stays clear.
6 A teammate cannot see the right company
An admin should open Users, choose the teammate, and check their role and company access. Give them only the access their work requires. Do not work around a missing company by sharing another person's login.
Users and permissions covers the account controls. Multi-brand teams can also use Who works which brands.
7 You cannot find a conversation
Open Office, clear any active filters, and search by the customer's name or phone number. Check the company picker on multi-brand accounts and widen the date range if the conversation is older than the current view.
If it is still missing, stop searching and gather the number and approximate time. Getting help explains what to send so support can start with the right record.