Documentation
Troubleshooting
The short list of things that go wrong, and the fast paths out of them.
A Specialist gave a wrong or odd answer
- Open the call transcript and find the moment (Calls → search).
- The answer traces to a knowledge entry — the transcript page shows which entries the Specialist drew on. Edit the entry, or add the missing one.
- Use Test call to confirm the fix. It applies to all future calls immediately.
If the answer was invented rather than sourced (rare, and treated as a defect), use Report response on the transcript page — these go straight to our engineering queue.
Calls aren't reaching the Specialist
Check in order:
- Routing rules (Cloudphone → Routing) — rules evaluate top-down; a broad rule above yours may be catching the call first. The rule trace on any call record shows exactly which rule fired.
- Ring threshold — if humans answer within your threshold, the Specialist correctly never sees the call.
- Forwarding (overflow setups) — confirm your carrier's forward-on-no-answer is still pointed at your CallableAI number; carrier resets after plan changes are the usual culprit.
A booking didn't appear in my calendar
Almost always a connection hiccup: Settings → Connections shows each system's sync state. A yellow state means retries in progress (bookings queue and land when it clears); red means reauthorisation needed — one click. The booking itself is never lost; it lives in CallableAI regardless and syncs on reconnect.
Follow-ups aren't going out
Open Activity → Tasks and filter to the play. Each Task shows why it's waiting: outside contact window, frequency cap reached, stop rule triggered, or missing contact details. "Missing mobile number" is the most common — the Data → Hygiene report lists every record with blocked outreach.
Call quality is poor
Cloudphone calls are carried over standard networks and quality issues are nearly always local: the app on poor Wi-Fi (switch to mobile data — the app does this automatically if you let it), or an old SIP handset negotiating a low-bandwidth codec (Cloudphone → Devices shows per-device codec; we'll help you fix it).
Still stuck?
Support answers fast — include the call ID or Task ID from the relevant record and you'll skip a whole round of questions.