If I do not pick up the phone, or I do not answer a message, find what you are seeing below. For each case, I give the most common cause and the article that explains the fix.
On the phone#
Your line rings, but I never pick up#
Forwarding to your EVA number is not active, or your voicemail answers before I do. Check the EVA number in Settings → Telephone → Lines, then the forwarding with your operator: Forward your calls to EVA.
Your phone system does not send me the calls#
The forwarding rule in your phone system is incomplete. Follow the guide for your system: 3CX, Telavox or Ringover.
The caller hears an announcement, then the call ends#
If they hear « Sorry, we have already taken several calls from this number. Please try again later. », this number has reached the repeat call limit. It is not a fault. Adjust Calls allowed in Settings → Telephone → Lines: Stop the same person from calling over and over.
I pick up, but the transfer to a colleague fails#
If your colleague does not answer, the call ends. Also check that the call script tells me when to transfer: Have a call transferred to a colleague.
By email#
I do not answer your emails#
Your emails are probably not reaching EVA. Check the forwarding address and the rule in your mailbox: How emails reach EVA.
On WhatsApp#
I cannot reply to a contact#
If their last reply is more than about 24 hours old, or they never wrote to you, WhatsApp requires an approved template. See When I can chat freely on WhatsApp and WhatsApp templates: create, get approved, send.
Sending shows WhatsApp billing issue#
Meta refuses the send until a payment method is assigned to the WhatsApp Business account: Assign a WhatsApp payment method.