Fix voice and microphone problems

What you will accomplish

You will fix—or work around—microphone problems so your team can keep using the AI Assistant without frustration.

If voice does not work on a computer, the Type a message... box at the bottom of the screen is a full replacement. You do not need a working microphone to get value from the assistant.

When to use this guide

Use this guide when:

The browser shows Speech recognition error: not-allowed or a similar message.
Staff tap the microphone button and nothing happens.
Voice mishears customer names and creates wrong lookups.
You are on a shared front-desk computer where the microphone is turned off for privacy.

AI Assistant start screen showing the microphone orb, suggestion chips, and Type a message field at the bottom — On the start screen, type in **Type a message...** at the bottom—no microphone needed. Inside an active chat, click the **keyboard** icon (**Type instead**) when you are in voice mode.

Before you start

Confirm you are signed in as staff at AI Assistant.
Know whether this computer is allowed to use a microphone (some facilities disable it on purpose).
Have the keyboard ready—the Type a message... box works on every computer.

Fastest fix: type your question

Open AI Assistant
Click AI Assistant in the dashboard sidebar or open AI Assistant.
Expected result: You see the start screen with a microphone orb, blue suggestion chips, and Type a message... at the bottom.
Click in the text box
On the start screen, click Type a message... at the bottom of the page and type your question.
If you are already inside an active chat and see a large microphone instead of a text box, click the small keyboard icon. The tooltip says Type instead.
Why this matters: The start screen always has a text box. Type instead is only the keyboard icon you use to switch out of voice mode during a chat.
Send your question
Press Enter or tap the send arrow.
Expected result: The assistant answers the same way it would for voice. Nothing is missing—you only changed how you sent the message.

Allow the microphone in your browser

If your facility wants voice on this computer, try these steps in order.

Look for the camera or microphone icon in the address bar
After you click the microphone in the assistant, your browser may show a small icon near the web address at the top of the window (next to https://).
Click it and choose Allow microphone access for this site.
Expected result: The icon changes from blocked to allowed. You may need to click the microphone in the assistant again.
Refresh the page
Press F5 or click the browser refresh button.
Open AI Assistant again. Click the large microphone and speak a short test question such as What's on the schedule today?
Check system settings (if you manage this computer)
On Windows or Mac, open system Privacy or Security settings and confirm the browser is allowed to use the microphone.
Why this matters: Some computers block all apps from the microphone until an admin turns it on.

Active Agent chat with keyboard icon for Type instead and text input at the bottom — Inside an active chat, click the small **keyboard** icon (**Type instead**) when voice is blocked or when you need exact spelling. On the start screen, type directly in **Type a message...** at the bottom.

Expected result: The assistant listens, shows your spoken words as text, and answers. If not, continue with the keyboard—that is normal on many shared workstations.

Fix “Speech recognition error: not-allowed”

This message means the browser blocked the microphone. It is not a problem with your Car Storage Software account.

What to do right now

Type in Type a message... on the start screen (or click the keyboard icon in an active chat).
Continue your work with the keyboard.
Ask your manager or IT person later if this computer should allow the microphone.

When voice hears the wrong words

Voice can mishear similar-sounding names.

Stop and switch to typing
Click the keyboard icon (Type instead) or edit the text before you send.
Spell the exact name
Example: Look up Alex Morgan — type the full name from Contacts.
Verify the answer
Compare the assistant's result to the customer record before you tell the caller anything important.

Stop a wrong question while the assistant is thinking

Look for Thinking...
After you send a message, the assistant may show Thinking... for a few seconds.
Click the stop button
A small stop square icon may appear near the microphone area. Click it to cancel that answer.
Send a clearer message
Type your question with the correct spelling in Type a message....

AI Assistant showing Thinking status with a stop button near the message area — Thinking... is normal. Use the stop button if you sent the wrong question, then type a clearer follow-up.

Troubleshooting checklist

Problem	Likely cause	What to try
Microphone button does nothing	Browser blocked access	Type in Type a message..., then allow mic in the address bar
Error: not-allowed	Site or computer blocked mic	Type in Type a message... (no mic needed)
Wrong customer in the answer	Voice misheard a name	Type the full name; verify in Contacts
No microphone on this PC	Hardware or policy	Use keyboard only; no fix required
Assistant worked yesterday, not today	Browser update or policy change	Refresh page; sign out and in; type in Type a message...

What to do next

Use the AI Assistant — everyday questions with voice or keyboard.
Use the assistant during a customer call — recommended typing workflow while on the phone.
Who can use the AI Assistant — if the whole feature seems missing from the sidebar.