Troubleshooting

My assistant isn’t responding

Check these first:

1. Is the number saved correctly? Double-check the phone number in your contacts against what’s shown in the platform.
2. Try the platform chat. Go to app.busybook.co and use the AI Assistant page. If it responds there but not via text, the issue is with the messaging channel, not the assistant itself.
3. Wait 30 seconds and try again. The assistant may be processing a complex request or temporarily restarting.
4. Check your internet connection. The assistant requires an active connection to respond.

If none of that works:

• Report the issue via Settings > Report Issue in the platform
• Or email [email protected] with the time you sent the message and what you said

The assistant gave an incorrect response

The assistant reads your real data, but it can occasionally misinterpret a request.

What to do:

1. Correct it directly: “No, I meant next Thursday, not this Thursday”
2. Be more specific: Instead of “my usual,” try “Rebecca’s Tuesday 2pm Deep Tissue”
3. Check the calendar: If the assistant said it booked something, verify on the Calendar page that it actually appeared
4. Report persistent issues: If the assistant consistently gets something wrong, report it via Settings > Report Issue

The assistant can’t find my client

This usually means:

• The client name is spelled differently in the system
• The client was recently added and hasn’t synced

Try:

• “Search for clients named Sarah” (partial name search)
• Check the Clients page in the platform to confirm the spelling
• If the client doesn’t exist, say “Add a new client: Sarah Chen, 214-555-0123”

Messages aren’t being delivered to clients

Check:

1. Is messaging connected? Go to Settings and verify your messaging channel is active
2. Is it quiet hours? The assistant won’t send automated messages before 9 AM or after 9 PM
3. Is the client’s phone number correct? Check the client’s profile for a valid phone number
4. iMessage vs. SMS: If the client doesn’t have an iPhone, iMessage won’t work. SMS (via Twilio) is coming soon

The assistant is too slow

Response times vary based on the complexity of the request:

• Simple lookups (schedule, client info): 2-5 seconds
• Actions (booking, messaging): 5-10 seconds
• Complex analysis (revenue reports, client recommendations): 10-20 seconds

If responses consistently take longer than 30 seconds, report the issue.

I need to reset my assistant

If your assistant seems confused or stuck:

1. Start a new conversation in the platform chat (click “New Chat”)
2. The assistant reloads its context from your practice data on each new conversation
3. If issues persist, contact support

Getting More Help

• In-app: Settings > Report Issue
• Email: [email protected]
• Text your assistant: “Something is broken” — it will capture your report and route it to our team