Callbot issues

This guide helps you manage technical glitches or understanding errors of your voice assistant. Use it when you notice anomalies during your customers' calls.

How it works

The callbot handles thousands of calls simultaneously, but isolated errors can happen. For example, a customer calls to book a table for 8:00 PM but the system records 10:00 PM, or the line suddenly drops during the conversation.

What you need to do

If you encounter a problem, you must open a ticket providing these three pieces of data: 1. The exact day of the event. 2. The time of the call. 3. The phone number of the customer who called.

To report the error, use this page: Ticket.

If the problem is about a wrong answer or misunderstood data, check the guide on how to Correct the callbot.

What glacom® does

The glacom® team analyzes the call logs to understand if the error is due to a line problem, excessive background noise, or a lack of information in the knowledge base.

Limits

The callbot depends on the quality of the customer's phone network: if the signal is poor, the audio may be distorted or the call may drop without glacom.AI being able to intervene.

Frequent issues

• The number doesn't answer? → Check that the number is active and correctly configured in Numbers and schedules.
• The audio is distorted? → This often depends on the caller's connection or loud ambient noise.
• The call drops? → This can happen due to line timeout or phone provider issues.
• The bot misunderstood a name or a number? → This happens with strong accents or distorted audio: correct the error by following Correct the callbot.

From the app

Not available from the app: reporting technical issues is done exclusively via ticket.