No audio on doorbell when someone rings it

Hi, just bought the doorbell 3 plus - if I go into live view from my phone app I can speak into the app and hear sound through the doorbell. But if I Ring the doorbell and then speak through the app after answering the call, no sound comes out of the doorbell. I can hear sound through the app. Please help! Microphone on phone allows Ring usage and the ring device is set to record audio/video. Really disappointing first experience! Thanks