Start with the call
Open Calls, find the call (on a computer you can search by the caller's phone number), and open it. The CRM sync panel shows one of three states:
Synced to your system: the booking was written. Go to where it landed.
Sync pending: not in your calendar or CRM yet.The booking isn't in your system. Usually the write failed and Ansa is holding it to retry. Go to held bookings and Reconnect needed. The call keeps saying pending even after Ansa gives up on a booking, so the alert you got is the better guide.
Not synced (call didn't produce a booking): there was nothing to write. Check the outcome at the top of the call. A caller who asked for a callback or left a message didn't book, even if a time was discussed.
Check where it landed
A synced booking is often in a different place than a booking you make by hand:
Housecall Pro: by default it is a lead in your Job Inbox with no time, not a job on the schedule. Jobber: it is a Request with a scheduled assessment, not a Job. JobNimbus: it is a task on a contact. GoHighLevel: it is an appointment on the calendar you chose in Edit setup. Google Calendar: it is on the booking calendar you picked, which may not be the one you have open.
Also check which connection was active at the time. If you disconnected your active CRM and Google Calendar was connected, Sarah fell back to Google Calendar.
If you got an "Ansa: new booking" alert
When a write fails, you get an alert starting Ansa: new bookingwith the caller's name, phone, service and time, and usually the reason it isn't in your system yet ("Not in [your CRM] yet: ..."). It comes by text with Text alerts on and a Mobile phone saved, otherwise by email. Sarah told the caller someone would call them back.
Ansa holds the booking and adds it automatically once the connection works again: on the next call, or right after you reconnect or paste a new key. If the alert says it will be added automatically, do not enter it by hand, or you will get a double booking. Only add it yourself when the alert says to add it manually. Those bookings are not retried: for example, an incomplete address or a time that couldn't be booked.
Reconnect needed
If your system stopped accepting Ansa's access, Integrations shows a banner saying the connection expired, with a count of bookings pending sync, and the tile reads Reconnect needed. Ansa also re-checks your connections every 24 hours and sends a Reconnect your CRM alert by text or email.
The banner gives the reason: the saved key or sign-in was rejected, the key lacks permission to create jobs, a permission wasn't granted, or the Ansa app was removed from your account. Click Reconnect. Sign-in systems run the sign-in again, and key systems open a box for a new key. On GoHighLevel, if the app still shows as installed, uninstall ANSA AI from the App Marketplace in GoHighLevel first, then reconnect.
Setup problems, not connection problems
Some banners say your connection works and no reconnect is needed. They point at a setting instead: a technician who can no longer take bookings, a booking calendar that was deleted or turned off, a pipeline that no longer exists, or a time zone in your system that doesn't match your business. Click the banner's fix button, choose a current option, and save.
Troubleshooting
Sync pending, but nothing on Integrations looks wrong.
Click Check connection on the active row. If the check passes, the held booking is retried on the next call. If it fails, follow the instructions it shows.
I already entered the booking by hand.
If the retry also lands, delete one of the two in your system. To avoid this, wait for the retry whenever the alert says the booking will be added automatically.
Synced, but I can't find it anywhere.
Email hello@tryansa.ai with the caller's number and the time of the call, and we will trace it.