Troubleshooting

When assistant replies, tasks, calls, or data do not behave as expected, use this page to narrow down the issue. Start with account, permission, line, and basic configuration checks before looking into specific features.

Quick diagnostics

1. Confirm that you are in the correct workspace.
2. Check whether your account has permission for the target feature.
3. Confirm that plan, balance, lines, and numbers support the current operation.
4. Test the assistant with text first, then with voice.
5. Review call logs, ASR transcript, analysis results, and export status.

Account and permission issues

Common symptoms:

• A menu is missing after sign-in.
• You cannot create assistants, knowledge bases, outbound tasks, or exports.
• You can view lists but cannot edit or save.

Recommended checks:

• Whether the account belongs to the correct workspace.
• Whether the account role includes the required permission.
• Whether the current plan includes the capability.
• Whether an administrator needs to enable or adjust permissions.

Assistant reply issues

Common symptoms:

• Replies go beyond the business scope.
• Knowledge base questions are not retrieved.
• Out-of-scope questions receive fabricated answers.
• Replies are too long for phone playback.

Recommended checks:

• Whether the prompt clearly defines assistant identity, service scope, and boundaries.
• Whether knowledge base content is split by topic and avoids overly long mixed content.
• Whether test questions cover frequent, boundary, and out-of-scope questions.
• Whether voice replies use short sentences and one key point at a time.

Voice experience issues

Common symptoms:

• User speech recognition is inaccurate.
• AI response latency is noticeable.
• Interruption, silence follow-up, or handoff does not feel right.
• Playback sounds unnatural.

Recommended checks:

• Whether hot words are configured.
• Whether speech recognition, synthesis, and advanced parameters have been tested with real voice.
• Whether the greeting is too long and whether interruption is allowed.
• Whether voice, speed, and volume match the target user group.

Outbound task issues

Common symptoms:

• The task cannot be saved or started.
• Number validation fails.
• Calls do not run as expected.
• New assistant settings do not affect an existing task.

Recommended checks:

• Whether the number file format, headers, and variables are correct.
• Whether outbound line, balance, and callable time windows are valid.
• Whether the assistant or workflow has been saved and tested.
• Whether the task still uses the assistant configuration from task creation time.

Data and insight issues

Common symptoms:

• Call logs are empty or counts do not match expectations.
• AI insights and call logs show different counts.
• Quality inspection reports are not generated.
• Exports stay in progress for a long time.

Recommended checks:

• Whether time range, task scope, and filters are correct.
• Whether data is still being processed.
• Whether the current account can view the relevant data.
• Whether the export range is too large and can be retried with a smaller range.

Integration and callback issues

Common symptoms:

• Webhook events are not received.
• Callback payloads differ from expectations.
• API authentication fails.

Recommended checks:

• Whether the API Token is included correctly.
• Whether the Webhook URL is reachable.
• Whether the server responds correctly to callback requests.
• Whether the current test method triggers the target event.

Still unresolved

If the issue is still unresolved, prepare the following information before contacting support:

• Workspace and account.
• Related assistant, workflow, task, or call log ID.
• Time when the issue occurred.
• Expected result and actual result.
• Screenshots, recordings, ASR transcript, or error messages.