If something is not working as expected, check the common issues below. Most problems have a quick fix.
Go to Workspace > Call Forwarding and verify your desk phone is listed as an active destination.
Check that your desk phone shows as Active in Workspace > Desk Phones.
Confirm your business hours are correct in Practice Settings – if the system thinks you are outside business hours, it routes directly to Ira.
Test the desk phone by calling it directly to confirm it is on the network.
Verify your business hours in Practice Settings. Make sure the close time is correct.
Confirm Ira is configured as the after-hours handler in Call Forwarding.
Check that the ring timeout is set appropriately (e.g., 20 seconds) so the call overflows to Ira.
Confirm the desk phone is powered on and connected to the internet.
Go to Workspace > Practice Settings and check the PMS Connection status.
If the status shows an error, try reconnecting your PMS.
For initial sync, allow a few minutes – large patient databases take time to load.
Verify the PMS connection is active.
Check that the appointment was created in the PMS (not just on a paper schedule).
Wait a few minutes and refresh. Most sync delays resolve within 5-10 minutes.
Confirm the provider is set up and active in your PMS.
Check that they have a schedule configured.
Wait for the next sync cycle (usually a few minutes).
Tip
Most sync issues resolve on their own within 5-10 minutes. If the problem persists for more than 30 minutes, contact support.
Go to Workspace > Knowledge Base and find the relevant entry.
Update the entry with correct information.
The fix takes effect immediately on the next call.
Check if the topic is covered in your knowledge base. If not, add an entry.
Review the call transcript to see exactly what the patient asked.
Write a knowledge base entry that directly addresses that question.
Review your appointment types and confirm they have the right duration and provider assignments.
Check the call transcript to see what the patient said – the AI may have misinterpreted the request.
If it happens repeatedly, add a knowledge base entry clarifying how your practice categorizes specific procedures.
Check that the phone is powered on and connected via Ethernet.
Verify the SIP credentials match what Savvy Agents generated.
Restart the phone.
Check that your network firewall allows SIP traffic (ports 5060, 10000-20000).
Check your internet bandwidth – each call needs about 100 Kbps.
Switch from Wi-Fi to a wired Ethernet connection if possible.
Reduce bandwidth usage from other devices during peak call times.
Verify the embed code is installed correctly before the </body> tag.
Clear your browser cache or test in an incognito window.
Check that the widget is enabled in Workspace > Website Widget settings.
Confirm the widget is connected in the Widget settings page.
Send a test message and check the inbox.
Confirm you are using the same email and password as the web platform.
Check for app updates in the App Store or Google Play.
Reset your password from the web login page if needed.
If the steps above do not resolve your issue:
In-app support – Click the help icon in the bottom-left corner of Savvy Agents.
Email – Contact your account manager or the support team.
Phone – Call the support number provided in your welcome email.
When contacting support, include:
A description of the issue
When it started happening
Any error messages you see
Steps you have already tried
Q: How do I reset my password? Click "Forgot password" on the login page. Follow the instructions sent to your email.
Q: Where do I request a new feature? Contact support with your feature request. The team reviews requests regularly.
Q: How do I cancel or change my subscription? Contact your account manager or support for billing changes.
