Skip to content

Troubleshooting: ClaireAI missed a call

If a caller says ClaireAI didn't answer, the cause is almost always the call forwarding configuration on your phone provider — not ClaireAI. Verify forwarding is active, check the carrier's last-mile logs, and re-run a test call.

By Tiago Strammiello, Founder, ClaireAIUpdated 7 min

TL;DR

  • 99% of missed-call reports trace to broken forwarding on the firm's phone provider, not ClaireAI.
  • Step 1: confirm forwarding is still active in your phone provider's admin.
  • Step 2: check the call detail in ClaireAI — if the call doesn't appear, the call never reached us.
  • Step 3: ask the caller for the time and the number they dialed. Cross-check with your carrier's CDR.
  • If ClaireAI received the call but failed to answer, contact support — we'll pull platform-side logs.
On this page

Confirm the call reached ClaireAI

Open the dashboard and search for the caller's number under Calls → All. If the call appears, ClaireAI received it. If the call is absent, it never reached us — the issue is upstream in your phone provider.

Common upstream causes

  • Call forwarding accidentally turned off (most common).
  • A staff member changed the main line's call handling in the softphone admin.
  • Your softphone provider had a regional outage (RingCentral, Vonage, Nextiva publish status pages).
  • Carrier-level issue on the caller's side (rare for U.S. mobile, more common with international).

Pull your carrier's CDR

Your carrier or softphone provider keeps a call detail record (CDR) for every inbound call. Search the CDR for the caller's number and the timestamp. If the CDR shows the call arrived at your main line but does NOT show it being forwarded to ClaireAI, forwarding is broken — fix it in the provider admin.

When to escalate to support

If the call appears in ClaireAI's dashboard but the caller heard silence, a busy signal, or no greeting, escalate to [email protected] with the call ID. We pull platform-side logs and reply with a root cause within 4 business hours.

Author

Tiago Strammiello

Founder, ClaireAI

Tiago leads product at ClaireAI. He has spent the last three years building telephony and intake systems for U.S. law firms.

Related articles

Need a second pair of eyes?

If this article didn't fully answer your question, our team will. We reply within one business day to every ticket.

Contact supportBack to Help Center