Troubleshooting

Calls not connecting to the AI

If calls to your AI number ring out, go to voicemail, or don't connect at all:

• Is your AI published? Go to AI Setup and ensure you've clicked Publish. Unpublished changes mean the AI isn't active.
• Is your subscription active? Check My Account. If your trial has expired or subscription is paused, calls won't connect.
• Are you calling the right number? Verify the AI number in your Dashboard matches the number you're calling.
• Is call forwarding set up correctly? If using your existing number, ensure forwarding is active. See the Call Forwarding Guide.
• Do you have remaining minutes? If your included plan minutes are exhausted and you have no prepaid credit, calls may not connect. Top up in My Account → Credit Wallet.

AI not answering correctly

If the AI gives wrong, incomplete, or irrelevant answers to callers:

• Is the information in your Knowledge Base? The AI only uses information you've provided. If a question isn't covered, add the answer to your Knowledge Base.
• Have you published your latest changes? Edits to your Knowledge Base or AI Setup are saved as drafts until you click Publish.
• Review the transcript. Go to Call History, find the call, and read the full transcript to see exactly what the caller asked and what the AI said.
• Keep entries concise. Short, clear Knowledge Base entries work better than long paragraphs. Use Q&A format where possible.

Nexwin AI Chatbot widget not appearing

If the chat widget doesn't show up on your website:

• Is the embed code installed? Copy the embed code from AI Setup → Chat Settings and paste it into your website's HTML, just before the closing </body> tag.
• Is the widget published? The widget only appears after you click Publish in AI Setup.
• Check for JavaScript errors. Open your browser's developer tools (F12) and look at the Console tab for any errors related to the widget script.
• Check for ad blockers. Some ad blockers may block the widget script. Try disabling ad blockers and refreshing the page.
• Clear your browser cache. Hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R) to ensure you're loading the latest version of your site.

Calendar not syncing

If Google Calendar events aren't appearing in Nexwin, or Nexwin appointments aren't showing in Google Calendar:

• Is Google Calendar connected? Go to My Team and check that each team member has connected their Google Calendar. A green "Connected" badge should be visible.
• Is the correct timezone set? Each team member's timezone must be set correctly in My Team. Mismatched timezones can cause events to appear at the wrong time.
• Has the Google token expired? If the calendar stopped syncing after working previously, the OAuth token may have expired. The team member should disconnect and reconnect Google Calendar in My Team.
• Is the calendar visible in Google? In Google Calendar, ensure the calendar used for bookings is checked (visible) and not hidden.

Appointments not booking

If the AI isn't offering appointment slots or failing to book:

• Are business hours set? Go to AI Setup → Business Essentials → Business Hours. The AI only offers slots within your configured hours.
• Is appointment scheduling switched on? Open AI Setup → Business Essentials → Appointment Scheduling, turn on Enable Appointment Scheduling, and select at least one meeting type (Online, Customers visit us, or We visit the customer).
• Is at least one team member connected? At least one team member must have Google Calendar connected for the AI to check availability and create bookings.
• Is the lead time too restrictive? Check the Lead Time setting in My Team for each member. A high lead time (e.g. 24 hours) means the AI can't book same-day appointments.
• Have you published? Appointment type changes require publishing to take effect.

Publish failing

If clicking Publish shows an error or doesn't seem to work:

• Are all required sections filled? The following must be complete before publishing: Business Essentials (including Business Hours) and Personality & Accent.
• Check for validation errors. Look for red error badges next to accordion sections in AI Setup — they indicate missing required fields.
• Is your subscription active? Publishing requires an active subscription or trial.
• Try refreshing. If the Publish button appears stuck, refresh the page and try again. Check for a success or error toast notification.

Call transfer not working

If the AI fails to transfer calls to your team:

• Is a transfer number configured? Go to AI Setup → Call Forwarding and verify a phone number is set for transfers.
• Is the number in the correct format? Use the full Australian local format: 04XXXXXXXX for mobile or 02XXXXXXXX for landline.
• Is the phone reachable? The transfer destination phone must be turned on and able to receive calls. If it goes to voicemail, the caller will hear the destination's voicemail, not the AI.
• Have you published the change? Call Forwarding changes must be published with Save & Go Live before they take effect.

Zoom links not generated

If online appointments are being created without Zoom meeting links:

• Is Zoom connected for the team member? Each team member must connect their own Zoom account in My Account → Connect Zoom. See the Zoom Connect guide.
• Is the appointment type set to "Online"? Only appointment types configured as online/video will generate Zoom links.
• Does the assigned host have Zoom? The specific team member assigned to the appointment must have Zoom connected — not just another team member.

Account & billing issues

Still need help?

If you've tried the steps above and are still stuck, we're here to help.