FAQ & Troubleshooting Guide
Last Updated: April 2026 • Version 1.6 • iOS & Android
Q: How do I log in to the app?
A: Tap “Sign in with Google” on the login screen and use your Connie Health work email. The app will open a browser window to complete sign-in and then return you to the app automatically.
Q: The app gets stuck on the loading screen after I log in.
A: This usually means the app is setting up your Twilio voice connection. Wait up to 10 seconds. If it stays stuck:
Q: I see a “Setup Failed” banner when I open the app.
A: This means the app could not connect to the voice system at startup. Tap “Continue” — the app will still load and SMS/messaging will work. You may not be able to make or receive calls until the issue is resolved.
Q: I see “Repeated Sign-In Failures” and get sent back to login.
A: Your session has expired or there is an authentication issue. Log back in with your Google account. If this happens more than once a day, contact support.
Q: I was logged out automatically.
A: Sessions expire for security reasons. Simply log back in with your Google account. This is normal behaviour after extended periods of inactivity.
Q: I am not receiving incoming calls.
A: Check the following in order:
Q: The call connected but I cannot hear anything (or the caller cannot hear me).
Q: The Speaker button does not seem to work.
A: On Android, the speaker toggle has a known limitation and may not respond in all situations. This is a known issue with the underlying voice library and a fix is in progress. As a workaround, use your phone’s volume buttons or switch to a Bluetooth headset. On iOS the speaker button works normally.
Q: I accidentally tapped “Transfer to CAT” — what happens?
A: The customer is transferred to the Flex contact center team and your call ends automatically. You cannot undo a transfer once it is initiated. If you see “Transfer failed, try again” there was a temporary error — tap the button again. If you see “Customer already hung up” the customer disconnected before the transfer completed.
Q: A call shows as “No Answer” or “Busy” in call history.
A: “No Answer” means the call rang but was not picked up. “Busy” means the line was in use. You can tap the callback button on any call record to try again.
Q: My outbound call is not connecting.
Q: I am not getting push notification alerts for calls or messages.
Q: How do I turn push notifications back on after disabling them?
A: Open your Profile in the app, tap the Push Notifications toggle, and the app will open your device Settings directly to the correct screen. Enable notifications there, then return to the app.
Q: I get a notification but tapping it does not open the right screen.
A: The app may have been force-closed or in a low-memory state. Tap the notification again, or open the app manually and navigate to the Calls or Messages tab.
Q: The app says microphone access is disabled.
Q: I enabled the microphone in Settings but the app still shows it as disabled.
A: Close and reopen the Profile screen. If the toggle still shows disabled, force-close the app and reopen it. The permission check runs when the Profile screen is opened.
Q: Callers cannot hear me even though microphone is enabled.
A: Make sure no other app (e.g., another phone or video app) is using the microphone at the same time. End any other active audio sessions and try the call again.
Q: My conversation list is empty or not loading.
Q: I sent a message but it does not show in the conversation.
A: Tap the back button and reopen the conversation — messages are fetched fresh each time you open a thread. If the message still does not appear, it may not have been sent. Try sending again.
Q: The unread badge count on the Messages tab is not going away.
A: Open the conversation with the unread messages and scroll through them. The badge clears when you open the conversation. If it persists, force-close and reopen the app.
Q: I want to start a new conversation with a customer.
A: On the Messages screen, tap “New Conversation” at the top. Enter the customer’s phone number (10 digits) and tap Start.
Q: A customer’s name is showing as a phone number instead of their name.
A: The app displays a name only if one has been saved for that contact. Names are set by your admin team. If you believe a name is missing, contact your admin.
Q: A voicemail is not playing.
A: Make sure your phone volume is turned up and not on silent. The app streams the audio over the internet — check your connection. Tap the play button again if it does not start within a few seconds.
Q: How do I mark a voicemail as listened?
A: Tap the “Completed” button on the voicemail row. The voicemail will move out of the “new” (red) state.
Q: How do I archive a voicemail?
A: Once a voicemail has been marked as listened, the button changes to “Archive.” Tap it to remove the voicemail from your list.
Q: A voicemail is highlighted in red.
A: Red means the voicemail is new / unlistened. Tap play to listen, then tap “Completed” to mark it as listened.
Q: The app is running slowly or feels unresponsive.
A: Force-close the app and reopen it. If you have been on a long call or had the app open for many hours, memory may be low — a restart usually resolves this.
Q: I updated the app and now something does not work.
A: After an update, force-close the app completely and reopen it. If you are on iOS, check that all notification and microphone permissions are still enabled (updates can occasionally reset these on some devices).
Q: The app logged me out unexpectedly.
A: Login sessions expire after a period of inactivity. Log back in with your Google account. If this is happening more than once a day, contact support.
Q: The app shows the wrong version number.
A: Check the Profile screen (person icon) for the current version. If you believe you are on an outdated version, check TestFlight (iOS) or Google Play (Android) for an available update.
Q: The call history is not showing my recent calls.
A: Pull down to refresh on the Calls screen. Recent calls may take a minute to appear after the call ends.
Q: I cannot find a specific call or message I am looking for.
A: Use the search bar at the top of the Calls or Messages screen. You can search by name, phone number, or message content.
If you have tried the steps in this guide and your issue is not resolved, contact the dev/support team. When reaching out, please include:
This information helps the team diagnose the problem quickly without needing to follow up for basic details.
Connie Health Agent Tool — Internal Use Only
