Find the call and read it
Open Calls
Calls are grouped by day, newest first. If you know the caller's number and you're on a computer, type it into Search calls. Search matches the caller's phone number only, not names or what was said. More on finding a call.
Open the call
The top line, "What Sarah did", sums up the outcome. Below it is the full Transcript, turn by turn.
Find the exact sentence
Read what the caller asked and what Sarah said back. Note whether she was wrong (a price that doesn't match yours), missing something (she didn't know the answer), or said something you never told her.
Fix the source
Sarah answers from your settings, so the fix almost always lives on one page. Match what went wrong:
Wrong price, or a service she shouldn't have booked: Services & pricing. Check the price type and numbers, and turn off Sarah can book thisfor work you don't take. Setting the price type to No set priceisn't enough on its own: it only removes the price, and Sarah still books the service.
Wrong answer to a common question (warranty, payment, what to expect): FAQ. Add or rewrite the entry. Only the first 30 answered FAQs are used on calls, so check yours isn't past that.
Wrong hours, or a time you're closed: Hours. Also check the time zone at the top; it follows your Main address on Profile.
Wrong business name or owner name, or the wrong tone: Profile: Display name, Owner name, Brand voice.
Turned away a caller you serve, or booked one you don't: the service area on Profile. See setting your service area.
Declined work you do take: it may match one of the dealbreakers from setup. Email us to change them.
Saved changes apply on Sarah's next call. To check the fix, run a test call and ask the same question.
Call the customer back
Fixing the setting helps the next caller, not this one. On the call page, use Call backto reach them and set the record straight. If the button says "No caller ID", the caller's number wasn't shared; check the transcript for a number they gave.
If Sarah booked something on the wrong terms, change or cancel the booking in your calendar or CRM yourself. Ansa doesn't sync edits back, and Sarah simply reads your calendar as it is on the next call.
Check What Sarah learned
If Sarah didn't know the answer, the question is probably already waiting under Answer these on the What Sarah learned page. Answering it there adds it for future calls. If a recent change she learned caused the problem, find it in the history and click Undo. How What Sarah learned works.
When it is not a settings problem
Sometimes every setting is right and Sarah still gets it wrong: she says something that isn't in any of your pages, or ignores an answer that is. Email hello@tryansa.ai with the date and time of the call and what she should have said. We can find the call from that. Send it within 30 days so the transcript is still there.
If the problem is a booking that didn't land in your calendar or CRM, see a booking didn't reach my CRM instead.