Optni AIHelp guides

Privacy and help

Troubleshooting and FAQ

Short answers to common problems. If yours isn't here, contact Optni support.

Signing in

  • "That code didn't work" — codes change every 30 seconds. Wait for a new one. Check your phone's clock is set automatically.
  • Lost your phone — use a recovery code, then set up the authenticator again in Settings → Security.
  • "Too many requests" — wait a few minutes before trying again.
  • Invite link doesn't work — it has expired (after 7 days) or was used. Ask for a new invite.

Texts

  • The reply box is greyed out — the customer texted STOP. Only they can turn texts back on, by texting START.
  • Sending says texting is off for this location — the business number isn't registered for texting yet. Optni handles this; contact us.
  • A text-back didn't go out at night — Optni holds texts between 9 PM and 8 AM in the customer's time zone.

Calls

  • Call me to test says calling isn't switched on — phone service for your account isn't ready yet. Contact Optni.
  • "This location has no phone number yet" — Optni hasn't attached a number to it. Contact us.
  • Ava took a message instead of transferring — the location was closed, or no live transfer number is set.
  • Ava said she didn't know something — add it to What your AI should know.
  • No recording on a call — missed calls have none, and recording must be switched on for your account.

Bookings

  • No times are offered — check the provider works that day, does that booking type, and the location isn't closed. Minimum notice and "book up to" limits also apply.
  • "That time was just taken" — someone booked it first. Pick another; the list is up to date.
  • Can't reschedule a booking — it came from an outside calendar without an Optni booking type. Move it there.
  • Ava won't book a type — it's set to staff only (Bookable by AI is off).

Settings

  • Can't change a setting — staff can't change settings, and only owners change the business name, industry and billing.
  • Greeting won't save — it must say Ava is an AI assistant and that the call may be recorded.
  • A calendar says Not configured on this server — Optni hasn't switched that connection on for your account.
  • Invite refused for seats — every seat is used (pending invites count). Free one up or change plan.

Notifications

  • No alerts on your phone — allow notifications for the Optni app in your phone's settings, and check Settings → Notifications.
  • An alert opened a different business — it belonged to that business, so the app switched to it.