Agent Not Answering Calls
If your Zela agent isn’t picking up inbound calls, work through the following checks in order.1
Check your agent status
Go to Agent > Overview and confirm your agent status shows as Active. If it shows as Paused or Inactive, click Activate to re-enable it.
2
Check your credit balance
Go to Billing > Credits and confirm your balance is above zero. If your credits have run out, your agent will have automatically paused. Top up your balance to resume answering calls.
3
Verify call forwarding
Confirm that your existing business number is correctly forwarding calls to your Zela number. If calls aren’t being forwarded to Zela, your agent will never receive them. Check your phone carrier or VoIP settings for the forwarding rule.
4
Check your business hours
Go to Agent > Configuration > Business Hours and confirm today isn’t marked as Closed. If your agent is configured to only answer during business hours, calls outside those hours — or on a day set to Closed — won’t be answered.
5
Contact support if the issue persists
If you’ve completed all the steps above and your agent still isn’t answering, contact Zela support at support@zela.ai with your account email and a description of the issue.
Bookings Not Appearing in Dashboard
If you expected a booking to be created but can’t find it in your dashboard, check the following.- Check the date filter. On the Dashboard > Bookings page, confirm that the date range filter includes today (or the date the call occurred). The filter may be set to a past date range, hiding recent bookings.
- Check Call Logs for the call. Go to Dashboard > Call Logs and look for the call in question. If the call appears in Call Logs but no booking was created, check whether the caller provided all required booking details (name, date, time, and service type). If any required field was missing, Zela may not have been able to complete the booking.
- If the call isn’t in Call Logs. If you can’t find the call in Call Logs at all, it’s likely that the call never reached your Zela number. Review your call forwarding setup to ensure inbound calls are being directed to Zela correctly.
Call Audio Quality Issues
Poor call audio quality is most commonly caused by a network issue on the caller’s end or your end — not a Zela platform issue. Zela routes calls over high-quality infrastructure, but cannot control the quality of a caller’s phone connection.
- Determine whether the issue is consistent or intermittent. If audio quality is poor on every call, check your own internet connection and device. If it’s only on certain calls, the issue is likely on the caller’s end.
- Check your internet connection. Zela’s dashboard and agent operate over your internet connection. A weak or unstable connection can degrade call audio. Run a speed test and ensure your connection is stable.
- Contact support with the Call Log entry ID. If audio quality problems are happening regularly and you believe the issue is on Zela’s side, open Dashboard > Call Logs, find the affected call, and note the call entry ID. Contact support at support@zela.ai and include the entry ID so the team can investigate.
Credits Deducted Unexpectedly
If your credit balance has dropped more than expected, you can review exactly how credits were spent.- Open your usage history. Go to Billing > Credits > Usage History to see a full per-call breakdown of credit usage, including the date, duration, and credits consumed for each call.
- Long calls consume more credits. Calls are billed by duration, so longer conversations use more credits. If you’re regularly receiving lengthy calls, consider setting a maximum call duration to limit credit usage per call. Configure this in Agent > Call Handling.
Payment Failed
If a payment has failed, follow these steps to update your details and retry.1
Go to Billing > Payment Method
Navigate to Billing > Payment Method in your dashboard.
2
Update your card details
Remove the existing card and add your updated card details. Ensure the billing address matches what your bank has on file.
3
Go to Billing > Invoices
Navigate to Billing > Invoices to find the failed invoice.
4
Retry the payment
Click Retry Payment on the failed invoice. If the payment succeeds, your account will be restored to good standing immediately.
Forgot Password
1
Go to the Zela login page
Open the Zela login page at your usual sign-in URL.
2
Click Forgot Password
Below the login form, click Forgot Password.
3
Enter your email address
Enter the email address associated with your Zela account and submit the form.
4
Check your inbox for a reset link
Open your email inbox and look for a password reset email from Zela. If you don’t see it within a few minutes, check your spam or junk folder.
5
Set a new password and log in
Click the link in the email, set a new password, and log in to your account.
Can’t Invite a Team Member
If the option to invite a team member isn’t visible or isn’t working, check your account role. Only the account Owner has permission to invite new team members. If you hold a different role (such as Admin or Member), the invite option will not be available to you. Contact your account Owner and ask them to send the invitation from their login.If you can’t resolve your issue with the steps on this page, contact Zela support at support@zela.ai. Include your account email address and a clear description of the issue so the team can assist you as quickly as possible.