Report a problem
Is something not working the way you expect? This article explains what you can check yourself first, what information helps us find the cause quickly, and how to get in touch.
Check first
Many questions can be solved in a few minutes. Start with the article that matches your situation:
- Troubleshooting: assistant behaviour: the assistant says odd things, interrupts or ignores the instructions.
- Troubleshooting: knowledge: the assistant does not know something that is under Knowledge.
- Troubleshooting: prompt and tools: variables are not filled in, actions are not triggered.
- Troubleshooting: transfers: transfers fail or reach the wrong person.
- Troubleshooting: SMS and email: messages do not arrive.
- Troubleshooting: appointments: appointments are not booked or are booked incorrectly.
- Troubleshooting: webhooks: your endpoint receives nothing or the signature does not match.
- Troubleshooting: phone numbers: a number is not answered or porting is stuck.
- Troubleshooting: WhatsApp and webchat: messages do not come in or the widget does not appear.
What to include
The more specific your report, the faster we can help. Where possible, include:
- The conversation link from the Inbox. Open the conversation in the Inbox and copy the link from the address bar. The link contains the conversation id, which lets us find the conversation straight away.
- Date and time, including timezone, if you do not have a conversation link.
- The numbers involved: the number that called and the number that was called.
- Which assistant handled the conversation.
- What you expected and what happened. Where possible, quote the line from the transcript where it goes wrong.
- Does it happen every time or once? If you can, try to reproduce it with a test with Try it out. A test with Call or Chat does not appear in the Inbox, so it has no conversation link; a test with Real call is a real conversation and does appear there.
- Recent changes: did you edit the instructions, the knowledge or an action shortly before?
- For webhooks: your own endpoint's log lines around that time and, if the request was signed, the timestamp (
t=…) from theX-Yarla-Signatureheader, so we know exactly which request you mean. - The Unique Error ID, if you saw an error message. It is under the message, labelled Unique Error ID. It lets us find exactly what happened at that moment.
Listen back first
The recording or transcript often shows what happened, for example that the caller said something different from what you thought. See "Listen back yourself" below.
How to reach us
- Via Help in the dashboard. Click Help at the bottom of the menu, then Support. The link opens an e-mail to our support address with your company name already in the subject line, so we can look in the right environment straight away. Paste the conversation link and your description into the e-mail.
- Via the error message itself. Most error messages in the dashboard and on the sign-in page have Report error with details below them. Click it, describe what you were doing and click Send report. The Unique Error ID and the technical details are included automatically, and your e-mail address too if you are signed in.
- Via the contact page on the website if you cannot sign in (yet). In that case, put your company name in the subject line yourself.
Response times
We respond on working days, usually within one working day. Reports where the assistant does not answer at all are handled with priority. Say so clearly in your report.
Listen back yourself
If Record calls is on in the assistant's Conversation rules tab (see Technical settings), a phone call in the Inbox has an audio player under Recording. Press play to listen back. This is a quick way to check whether the problem was with the assistant, the connection or a misunderstood question. If the caller left a voicemail, the player plays only that voicemail, not the call. A voicemail also appears here when Record calls is off.
Recordings are deleted automatically after 30 days. The player can still be visible after that, but it no longer plays anything. The transcript and summary stay until the period you set at Keep conversations (days) under Settings → Business. If that period is shorter than 30 days, the recording goes earlier, together with the conversation.
When support is looking along
To fix a problem, support can temporarily record your requests in the dashboard. You then see a notice at the top of every page, with the end time. Conversations, contacts and sign-in details stay out of it. An editor or admin can stop it with Turn off.
Support can also open your dashboard as you see it, for at most an hour, to follow a question. In that view it reads and does not change your setup: it cannot edit assistants, numbers or billing details, reply to conversations, run your real tasks, or change who can get into your account. The only change it can make is pausing a campaign. Your keys, passkeys, sign-ins and calendar connections stay hidden from it.