My bot isn't answering calls

If HAB isn't answering your calls, it's almost always one of a few simple issues. Work through this checklist in order.

1. Is the bot turned on?

Open the Bot section and confirm the bot's status is On / Live. If it's off or in draft, toggle it on and save.

2. Is a phone number connected?

In Bot → Call Settings, confirm a phone number is assigned to your bot. If the number is missing or shows an error, reconnect or provision a new one.

3. Is call forwarding set up correctly?

If you forward your existing business line to HAB, verify the forwarding is active with your phone carrier and points to the HAB number shown in your dashboard.

4. Are you within plan limits?

Check Billing to confirm you haven't hit a usage cap (calls or minutes). If you have, upgrade or wait for the cycle to reset.

5. Test your setup

Use Test Audio with Current Settings in Bot → Bot Settings to preview how your bot sounds. Use the floating chat preview widget on the bot page to test conversations. If previews work but real calls don't, the issue is almost certainly number connection or forwarding (steps 2 and 3).

Tip: Test from a phone that isn't connected to your account, so you experience exactly what a real customer would.

If you've checked all of the above and calls still aren't answered, contact support — see Contacting HAB support.