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style=\"fill:#fdb716\"\u002F>",[14],{"title":15,"path":16,"stem":17,"children":18,"page":7},"En","\u002Fen","en",[19],{"title":20,"path":21,"stem":22,"children":23,"page":7},"Docs","\u002Fen\u002Fdocs","en\u002Fdocs",[24,30,36,42,48,54,60,66,80,94,112,118],{"title":25,"path":26,"stem":27,"children":28},"Introduction","\u002Fen\u002Fdocs\u002Fintroduction","en\u002Fdocs\u002F1.introduction\u002Findex",[29],{"title":25,"path":26,"stem":27},{"title":31,"path":32,"stem":33,"children":34},"Subscription & Billing","\u002Fen\u002Fdocs\u002Fbilling","en\u002Fdocs\u002F10.billing\u002Findex",[35],{"title":31,"path":32,"stem":33},{"title":37,"path":38,"stem":39,"children":40},"Members & Team Management","\u002Fen\u002Fdocs\u002Fteam-management","en\u002Fdocs\u002F11.team-management\u002Findex",[41],{"title":37,"path":38,"stem":39},{"title":43,"path":44,"stem":45,"children":46},"Troubleshooting 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Booking","\u002Fen\u002Fdocs\u002Fscheduling","en\u002Fdocs\u002F8.scheduling\u002Findex",[117],{"title":113,"path":114,"stem":115},{"title":119,"path":120,"stem":121,"children":122,"page":-1},"Integrations","\u002Fen\u002Fdocs\u002Fintegrations","en\u002Fdocs\u002F9.integrations\u002Findex",[123,124,128,132],{"title":119,"path":120,"stem":121},{"title":125,"path":126,"stem":127},"Overview and Information Flow","\u002Fen\u002Fdocs\u002Fintegrations\u002Foverview","en\u002Fdocs\u002F9.integrations\u002F1.overview",{"title":129,"path":130,"stem":131},"CRM Integrations","\u002Fen\u002Fdocs\u002Fintegrations\u002Fcrm-integrations","en\u002Fdocs\u002F9.integrations\u002F2.crm-integrations",{"title":133,"path":134,"stem":135},"Outbound Webhooks","\u002Fen\u002Fdocs\u002Fintegrations\u002Fwebhooks","en\u002Fdocs\u002F9.integrations\u002F3.webhooks",{"page":137},{"id":138,"title":43,"body":139,"description":923,"extension":924,"icon":925,"meta":926,"navigation":927,"path":44,"redirect":928,"seo":929,"sitemap":930,"stem":45,"__hash__":931},"docs_en\u002Fen\u002Fdocs\u002F12.faq\u002Findex.md",{"type":140,"value":141,"toc":876},"minimark",[142,147,151,154,159,164,172,174,178,181,186,203,205,209,215,217,221,243,245,248,252,255,260,262,266,269,321,323,327,334,336,340,359,361,365,368,370,374,378,389,394,409,419,421,425,440,442,446,453,455,459,470,472,476,480,487,501,503,507,510,535,537,541,544,554,556,560,562,584,586,589,593,596,629,631,635,641,655,661,663,667,687,689,693,699,719,721,725,729,743,745,749,752,766,768,772,775,777,781,788,790,794,798,801,814,817,819,823,843,845,849,859],[143,144,146],"h1",{"id":145},"_11-troubleshooting-faq","11. Troubleshooting (FAQ)",[148,149,150],"p",{},"This section groups the most frequently encountered problems on NoviaMind, organized by topic, with the recommended solution for each.",[152,153],"hr",{},[155,156,158],"h2",{"id":157},"login-account","Login & Account",[160,161,163],"h3",{"id":162},"i-forgot-my-password-how-do-i-reset-it","❓ I forgot my password. How do I reset it?",[148,165,166,167,171],{},"From the login page, click on ",[168,169,170],"strong",{},"\"Forgot password\""," and enter your email address. You will receive a reset link valid for 1 hour. Also check your spam folder if the message is not in your inbox.",[152,173],{},[160,175,177],{"id":176},"after-logging-in-the-page-stays-blank-or-shows-an-infinite-loading-screen","❓ After logging in, the page stays blank or shows an infinite loading screen.",[148,179,180],{},"This happens when the user context loading fails (invalid JWT token or expired session).",[148,182,183],{},[168,184,185],{},"Solution:",[187,188,189,197,200],"ol",{},[190,191,192,193,196],"li",{},"Perform a ",[168,194,195],{},"hard refresh"," (Ctrl+Shift+R on Windows\u002FLinux, Cmd+Shift+R on Mac)",[190,198,199],{},"If the problem persists, log out and log back in",[190,201,202],{},"As a last resort, clear the site data in your browser settings and log back in",[152,204],{},[160,206,208],{"id":207},"my-session-automatically-logs-out-after-a-few-hours","❓ My session automatically logs out after a few hours.",[148,210,211,212],{},"The JWT token has a limited lifespan. The session is automatically refreshed in the background; if your internet connection was temporarily lost during the refresh, the session may expire. ",[168,213,214],{},"Simply log back in.",[152,216],{},[160,218,220],{"id":219},"im-not-receiving-the-invitation-email-to-join-a-team","❓ I'm not receiving the invitation email to join a team.",[187,222,223,234,240],{},[190,224,225,226,229,230,233],{},"Check your ",[168,227,228],{},"spam"," or ",[168,231,232],{},"junk mail"," folder",[190,235,236,237],{},"Ask the team's administrator to resend the invitation from ",[168,238,239],{},"Settings → Team → Members",[190,241,242],{},"Make sure the email address used for the invitation matches your NoviaMind address",[152,244],{},[155,246,61],{"id":247},"voice-agents",[160,249,251],{"id":250},"my-agent-creation-fails-or-gets-stuck-indefinitely","❓ My agent creation fails or gets stuck indefinitely.",[148,253,254],{},"The creation process goes through several steps (configuration, prompt generation, voice deployment, finalization). A failure can occur if the internet connection is unstable or if a third-party service is temporarily unavailable.",[148,256,257,259],{},[168,258,185],{}," Wait 30 seconds and retry the creation. If the error persists, contact support including the agent name and the time of the attempt.",[152,261],{},[160,263,265],{"id":264},"my-agent-is-created-but-doesnt-answer-inbound-calls","❓ My agent is created but doesn't answer inbound calls.",[148,267,268],{},"Check the following points in order:",[270,271,272,285],"table",{},[273,274,275],"thead",{},[276,277,278,282],"tr",{},[279,280,281],"th",{},"Check",[279,283,284],{},"Where to look",[286,287,288,297,305,313],"tbody",{},[276,289,290,294],{},[291,292,293],"td",{},"A phone number is assigned to the agent",[291,295,296],{},"Dashboard → Agents → Edit → Number",[276,298,299,302],{},[291,300,301],{},"The agent is enabled (status \"active\")",[291,303,304],{},"Dashboard → Agents → Status",[276,306,307,310],{},[291,308,309],{},"The minute quota is not exhausted",[291,311,312],{},"Settings → Subscription → Quota tracking",[276,314,315,318],{},[291,316,317],{},"The booking link is not disabled (if booking)",[291,319,320],{},"Dashboard → Agents → Booking link",[152,322],{},[160,324,326],{"id":325},"no-phone-number-is-available-to-assign-to-my-agent","❓ No phone number is available to assign to my agent.",[148,328,329,330,333],{},"All available numbers are already assigned to other agents. To free up a number, unassign it from the agent currently using it (",[168,331,332],{},"Edit agent → Phone number → Unassign","). To get an additional number, contact support.",[152,335],{},[160,337,339],{"id":338},"my-agent-responds-but-doesnt-understand-specific-real-estate-questions","❓ My agent responds but doesn't understand specific real estate questions.",[148,341,342,343,346,347,350,351,354,355,358],{},"Reconfigure the ",[168,344,345],{},"agent prompt",": in the edit form, provide more precise information about the ",[168,348,349],{},"types of properties managed",", the ",[168,352,353],{},"target client profile",", and ",[168,356,357],{},"information specific to your agency",". The more precise the context, the more relevant the language model will be.",[152,360],{},[160,362,364],{"id":363},"the-agent-speaks-in-the-wrong-language","❓ The agent speaks in the wrong language.",[148,366,367],{},"The agent's language is set during creation. To change the language, edit the agent and select the new language. Note: if contacts call in a different language and the multilingual agent is enabled, it switches automatically.",[152,369],{},[155,371,373],{"id":372},"quota-subscription","Quota & Subscription",[160,375,377],{"id":376},"my-agents-are-no-longer-taking-calls-why","❓ My agents are no longer taking calls. Why?",[148,379,380,381,384,385,388],{},"Your current month's minute quota is ",[168,382,383],{},"100% exhausted",". If an ",[168,386,387],{},"overflow number"," is set in the agent tools, inbound calls are redirected to it; otherwise they are automatically rejected until the next billing cycle or until a plan change.",[148,390,391],{},[168,392,393],{},"Solutions:",[395,396,397,400,406],"ul",{},[190,398,399],{},"Set an overflow number in the agent tools so calls are redirected instead of rejected",[190,401,402,403],{},"Upgrade to a higher plan from ",[168,404,405],{},"Settings → Subscription → Change plan",[190,407,408],{},"Wait for the start of the next monthly cycle (date shown in the Subscription section)",[410,411,412],"blockquote",{},[148,413,414,415,418],{},"The quota ",[168,416,417],{},"does not carry over"," from month to month.",[152,420],{},[160,422,424],{"id":423},"i-received-an-80-usage-alert-should-i-be-worried","❓ I received an 80% usage alert. Should I be worried?",[148,426,427,428,431,432,435,436,439],{},"No, it's a normal preventive alert. At the ",[168,429,430],{},"80%"," threshold, you receive a first notification email to anticipate a potential overage. A second email is sent at ",[168,433,434],{},"100%"," when calls are blocked. You can manage these preferences in ",[168,437,438],{},"Settings → Notifications",".",[152,441],{},[160,443,445],{"id":444},"i-updated-my-subscription-but-the-change-is-not-visible-in-noviamind","❓ I updated my subscription but the change is not visible in NoviaMind.",[148,447,448,449,452],{},"Plan updates go through Stripe and may take ",[168,450,451],{},"2 to 5 minutes"," to propagate. Refresh the page after a few minutes. If the problem persists after 15 minutes, contact support with the Stripe transaction ID (visible in your confirmation email).",[152,454],{},[160,456,458],{"id":457},"i-want-to-cancel-my-subscription-how-do-i-do-it","❓ I want to cancel my subscription. How do I do it?",[148,460,461,462,465,466,469],{},"Access the ",[168,463,464],{},"Stripe Portal"," from ",[168,467,468],{},"Settings → Subscription → Manage my subscription",". You can cancel your plan there; access remains active until the end of the current paid period.",[152,471],{},[155,473,475],{"id":474},"calendar-appointments","Calendar & Appointments",[160,477,479],{"id":478},"my-googleoutlook-calendar-is-no-longer-syncing","❓ My Google\u002FOutlook calendar is no longer syncing.",[148,481,482,483,486],{},"The calendar's OAuth token has probably expired. ",[168,484,485],{},"Reconnect your calendar",":",[187,488,489,495,498],{},[190,490,491,492],{},"Go to ",[168,493,494],{},"Settings → Calendar",[190,496,497],{},"Disconnect the currently linked calendar",[190,499,500],{},"Reconnect it by following the OAuth flow",[152,502],{},[160,504,506],{"id":505},"availability-slots-dont-show-up-on-the-booking-link","❓ Availability slots don't show up on the booking link.",[148,508,509],{},"Check that:",[187,511,512,521,528],{},[190,513,514,517,518],{},[168,515,516],{},"Availability hours"," are configured (business days, start\u002Fend times) in ",[168,519,520],{},"Calendar → Availability",[190,522,523,524,527],{},"At least one ",[168,525,526],{},"active day"," is selected (default: Monday-Friday)",[190,529,530,531,534],{},"The ",[168,532,533],{},"slot duration"," is properly defined (default: 30 minutes)",[152,536],{},[160,538,540],{"id":539},"a-client-was-able-to-book-two-overlapping-appointments","❓ A client was able to book two overlapping appointments.",[148,542,543],{},"Free\u002Fbusy synchronization with external calendars (CalDAV, Google, Outlook) is not instantaneous. There may be a delay of a few seconds to a few minutes between a booking and its appearance in the external calendar.",[148,545,546,549,550,553],{},[168,547,548],{},"Prevention:"," Enable ",[168,551,552],{},"bidirectional"," synchronization and make sure all your external appointments are properly recorded in your linked calendar.",[152,555],{},[160,557,559],{"id":558},"reminder-sms-are-not-being-sent-to-clients","❓ Reminder SMS are not being sent to clients.",[148,561,509],{},[187,563,564,571,581],{},[190,565,566,567,570],{},"An ",[168,568,569],{},"SMS number"," is assigned to the agent linked to this booking link",[190,572,530,573,576,577,580],{},[168,574,575],{},"SMS template"," configured for appointment reminders exists and is active (",[168,578,579],{},"Settings → SMS Templates",")",[190,582,583],{},"The client's number is in international format (e.g., +33612345678)",[152,585],{},[155,587,129],{"id":588},"crm-integrations",[160,590,592],{"id":591},"hubspot-connection-fails-during-testing","❓ HubSpot connection fails during testing.",[148,594,595],{},"The most common causes:",[395,597,598,608,623],{},[190,599,600,603,604,607],{},[168,601,602],{},"Incorrect API key",": use a ",[168,605,606],{},"Private App Token"," from HubSpot (not a legacy API key)",[190,609,610,613,614,618,619,622],{},[168,611,612],{},"Insufficient scopes",": your Private App must have ",[615,616,617],"code",{},"crm.objects.contacts.read"," and ",[615,620,621],{},"crm.objects.contacts.write"," permissions",[190,624,625,628],{},[168,626,627],{},"Expired token",": generate a new token in your HubSpot portal (Settings → Integrations → Private Apps)",[152,630],{},[160,632,634],{"id":633},"netty-connection-shows-an-authentication-error","❓ Netty connection shows an authentication error.",[148,636,637,638,486],{},"Netty requires ",[168,639,640],{},"two fields",[395,642,643,649],{},[190,644,645,648],{},[615,646,647],{},"apiKey",": your Netty API key",[190,650,651,654],{},[615,652,653],{},"agencyId",": your agency's unique identifier in Netty",[148,656,657,658,660],{},"Verify that the ",[615,659,653],{}," is the numeric identifier (not the agency name). You'll find it in your Netty administration dashboard.",[152,662],{},[160,664,666],{"id":665},"synchronization-has-been-in-error-status-for-several-hours","❓ Synchronization has been in \"Error\" status for several hours.",[187,668,669,675,678,684],{},[190,670,671,672],{},"Test the connection from ",[168,673,674],{},"Integrations → Test connection",[190,676,677],{},"If the test fails, verify your API keys (they may have been revoked)",[190,679,680,681,580],{},"If the test succeeds, trigger a manual synchronization (",[168,682,683],{},"Integrations → Sync now",[190,685,686],{},"If the error persists after a successful manual sync, contact support",[152,688],{},[160,690,692],{"id":691},"my-contacts-arent-syncing-despite-an-active-integration","❓ My contacts aren't syncing despite an active integration.",[148,694,695,696,486],{},"Check the configured ",[168,697,698],{},"synchronization method",[395,700,701,707,713],{},[190,702,703,706],{},[615,704,705],{},"MANUAL",": you must trigger the sync manually",[190,708,709,712],{},[615,710,711],{},"SCHEDULED",": the sync runs on a schedule (check the next execution date)",[190,714,715,718],{},[615,716,717],{},"REALTIME",": the sync is triggered automatically on each event — if it's not working, check the inbound webhook",[152,720],{},[155,722,724],{"id":723},"team-members","Team & Members",[160,726,728],{"id":727},"i-dont-see-the-invite-a-member-button-in-settings-team","❓ I don't see the \"Invite a member\" button in Settings → Team.",[148,730,731,732,735,736,229,739,742],{},"This button is reserved for ",[168,733,734],{},"administrators",". If you have the ",[168,737,738],{},"Standard",[168,740,741],{},"Viewer"," role, you don't have access to member management. Contact your team's administrator.",[152,744],{},[160,746,748],{"id":747},"i-cant-change-a-members-role-or-remove-them","❓ I can't change a member's role or remove them.",[148,750,751],{},"Two possible cases:",[187,753,754,760],{},[190,755,756,759],{},[168,757,758],{},"You're not an Admin",": only admins can change roles",[190,761,762,765],{},[168,763,764],{},"It's the last administrator",": NoviaMind blocks the deletion or demotion of the last admin to prevent the team from being left without a manager. First appoint another member as Admin, then change the current admin's role.",[152,767],{},[160,769,771],{"id":770},"i-cant-change-my-own-role","❓ I can't change my own role.",[148,773,774],{},"For security reasons, an administrator cannot change their own role. Ask another administrator on the team to do it.",[152,776],{},[160,778,780],{"id":779},"after-leaving-a-team-i-dont-see-anything-in-the-interface","❓ After leaving a team, I don't see anything in the interface.",[148,782,783,784,787],{},"If you only belonged to one team, NoviaMind automatically creates a ",[168,785,786],{},"personal team"," for you. Check the team selector at the top of the interface to locate your new team.",[152,789],{},[155,791,793],{"id":792},"general-issues","General Issues",[160,795,797],{"id":796},"a-feature-visible-in-the-documentation-doesnt-appear-in-my-interface","❓ A feature visible in the documentation doesn't appear in my interface.",[148,799,800],{},"Your role in the team may restrict access to certain features:",[395,802,803,809],{},[190,804,805,808],{},[168,806,807],{},"Viewers"," don't see editing buttons or the Integrations, Billing, and Team sections",[190,810,811,813],{},[168,812,738],{}," users don't have access to the Integrations, Billing, and Team Settings sections",[148,815,816],{},"If you think you need additional access, ask an administrator to change your role.",[152,818],{},[160,820,822],{"id":821},"the-page-loads-slowly-or-shows-a-500-error","❓ The page loads slowly or shows a 500 error.",[187,824,825,828,831,834],{},[190,826,827],{},"Check your internet connection",[190,829,830],{},"Clear the browser cache (Ctrl+Shift+R)",[190,832,833],{},"If the error comes from the API (error displayed in a red toast), note the exact error message and contact support",[190,835,836,837,842],{},"Check the ",[838,839,841],"a",{"href":840},"#","NoviaMind status page"," to see if maintenance is in progress",[152,844],{},[160,846,848],{"id":847},"how-do-i-contact-support","❓ How do I contact support?",[148,850,851,852,858],{},"Send an email to ",[168,853,854],{},[838,855,857],{"href":856},"mailto:hello@noviamind.ai","hello@noviamind.ai"," including:",[395,860,861,864,867,870,873],{},[190,862,863],{},"Your account email address",[190,865,866],{},"Your team name",[190,868,869],{},"A precise description of the problem",[190,871,872],{},"A screenshot if possible",[190,874,875],{},"The time and date the problem occurred",{"title":877,"searchDepth":878,"depth":878,"links":879},"",3,[880,887,894,900,906,912,918],{"id":157,"depth":881,"text":158,"children":882},2,[883,884,885,886],{"id":162,"depth":878,"text":163},{"id":176,"depth":878,"text":177},{"id":207,"depth":878,"text":208},{"id":219,"depth":878,"text":220},{"id":247,"depth":881,"text":61,"children":888},[889,890,891,892,893],{"id":250,"depth":878,"text":251},{"id":264,"depth":878,"text":265},{"id":325,"depth":878,"text":326},{"id":338,"depth":878,"text":339},{"id":363,"depth":878,"text":364},{"id":372,"depth":881,"text":373,"children":895},[896,897,898,899],{"id":376,"depth":878,"text":377},{"id":423,"depth":878,"text":424},{"id":444,"depth":878,"text":445},{"id":457,"depth":878,"text":458},{"id":474,"depth":881,"text":475,"children":901},[902,903,904,905],{"id":478,"depth":878,"text":479},{"id":505,"depth":878,"text":506},{"id":539,"depth":878,"text":540},{"id":558,"depth":878,"text":559},{"id":588,"depth":881,"text":129,"children":907},[908,909,910,911],{"id":591,"depth":878,"text":592},{"id":633,"depth":878,"text":634},{"id":665,"depth":878,"text":666},{"id":691,"depth":878,"text":692},{"id":723,"depth":881,"text":724,"children":913},[914,915,916,917],{"id":727,"depth":878,"text":728},{"id":747,"depth":878,"text":748},{"id":770,"depth":878,"text":771},{"id":779,"depth":878,"text":780},{"id":792,"depth":881,"text":793,"children":919},[920,921,922],{"id":796,"depth":878,"text":797},{"id":821,"depth":878,"text":822},{"id":847,"depth":878,"text":848},"Answers to frequently asked questions and solutions to common problems encountered on 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