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Maple

    Troubleshooting

    Core Troubleshooting

    Resolve common Maple Voice Core issues

    Solutions for common Maple Voice Core issues.

    Call Quality Issues

    Problem: Poor audio quality

    Solutions:

    • Check internet connection
    • Verify bandwidth (minimum 100kbps per call)
    • Test from different phone
    • Contact support if persistent

    Problem: Calls dropping

    Solutions:

    • Check for service outages
    • Verify account status
    • Review call logs for patterns
    • Check concurrent call limits

    AI Response Issues

    Problem: Incorrect information

    Solutions:

    • Review knowledge base accuracy
    • Check for outdated entries
    • Update store hours
    • Verify special announcements

    Problem: AI says you’re closed or delivery is paused when your settings say otherwise

    An old knowledge base entry or behavior is overriding your live settings. The agent follows behaviors as mandatory and answers from knowledge base entries, so a note added earlier (say, that delivery was paused for a busy weekend) keeps being repeated after you change your settings.

    Solutions:

    1. Click Knowledge in the sidebar and open the All Entries tab
    2. Search for the outdated wording, such as “closed” or “delivery”
    3. Click Edit entry to correct it, or Delete entry
    4. If no entry matches, check the Behaviors tab. Behaviors can’t be edited there; ask Maple Copilot or Maple support to remove the outdated one
    5. Test your agent again

    Whenever your hours, delivery availability or a menu detail changes, update the matching entry at the same time.

    Problem: AI doesn’t understand questions

    Solutions:

    Phone Number Issues

    Problem: Number not working

    Solutions:

    • Verify number is active
    • Check account billing
    • Test forwarding rules (see Call forwarding issues)
    • Confirm porting complete

    Problem: Number rings but doesn’t connect, though Try Your Agent works

    Try Your Agent in the dashboard talks to your agent directly, without a phone number. If it works but real calls don’t, the problem is the number, not the AI.

    Solutions:

    • Check you’re dialing the exact AI number shown under AI Agents, digit by digit
    • If you just set up or changed the number, wait a few minutes and try again
    • If it still won’t connect, send Maple support the number you dialed and what you heard. Support checks the number’s routing and fixes or reassigns it

    Problem: Calls don’t reach your staff when transferred

    See Call transfer issues.

    Problem: Can’t receive SMS

    Solutions:

    • Check A2P registration status
    • Verify SMS enabled
    • Test with different carriers
    • Review message logs

    Configuration Issues

    Problem: Changes not taking effect

    Solutions:

    • Allow 5 minutes for propagation
    • Clear browser cache
    • Check save confirmation
    • Verify correct location (multi-location)

    Getting Help