If the General Instructions section for Rachel (your AI Receptionist) is missing in one or more of your workspaces, it usually means Rachel has reached her call limit for that month.
⚠️ What Happens When Rachel Reaches Her Limit
Rachel stops answering calls directly.
Calls are transferred immediately instead of being handled by her.
Because she’s no longer active, the Guidelines and Instructions section is hidden and can’t be edited until her usage resets or her plan is upgraded.
✅ How to Fix It
You have two options:
Wait for Reset – Rachel’s usage automatically resets at the date and time shown in your settings (e.g., 29 Aug 2025 at 5:00 PM). After that, the General Instructions section will reappear.
Upgrade Rachel’s Plan – If you’d like Rachel to stay active without interruption, you can upgrade her experience:
Free (Junior): 15 calls/month
Associate: 300 calls/month ($29/month)
Executive: 1000 calls/month ($69/month)
💡 Pro Tip
If you’re regularly hitting Rachel’s limit, upgrading is the best way to avoid losing access to the Guidelines section and ensure callers are always answered by Rachel instead of being transferred.