The assistant doesn't recognise my branches / locations
If your assistant gives the wrong phone number, says it can't find a branch, or asks "which one?" when a visitor names a neighbourhood, the cause is almost always the Locations setup. The assistant never guesses a branch or a number — it only hands out the details you have stored. When those details are missing or incomplete, it has nothing to match against.
Why this happens
- No locations are set up. With the Locations list empty, the branch feature stays off and the assistant has no stored numbers to give.
- The Areas / districts field is empty. The assistant matches a visitor to a branch by its name and by the neighbourhoods you list. If a branch has no areas, a visitor who names a district (rather than the branch name itself) can't be matched to it.
- The district the visitor used isn't listed. If a neighbourhood isn't in any branch's Areas / districts, the assistant won't invent a branch for it — by design it asks which area they mean rather than guess.
- The assistant was asked before you saved. Changes take effect after you click Save. A conversation that happened before saving used the old (empty) configuration.
How to fix it
- Open Dashboard -> Assistants -> [your bot] -> Setup -> Locations.
- Click Add location and fill in the row:
- Name (required) — e.g. "Kadıköy Branch"
- Areas / districts — every neighbourhood this location serves, separated by commas. This is how the assistant matches a visitor who names an area.
- Phone and/or Email — a location needs at least one of these before it can be saved.
- Address (optional) — given when a visitor asks where the branch is.
- Add a row for every branch, and list each district under the branch that serves it.
- Give each location a unique name — duplicates can't be told apart.
- Click Save.
What correct setup looks like
Once your locations are saved, the panel shows "X location(s) ready". From then on, when a visitor asks for a number or names a district you listed, the assistant returns the exact stored phone verbatim — it never fabricates or guesses a number, and never outputs a placeholder. If a district is served by two branches, it asks a short follow-up instead of picking one at random.
> Tip: Fill in Areas / districts carefully and add the spellings your customers actually use. That field is the main signal the assistant uses to match a neighbourhood to the right branch. For a full walk-through of every field, see "Branch / Location Contacts".