Report a problem to glacom®

Use this procedure when the system makes a technical error or responds incorrectly despite the information being correct.

How it works

If a customer asks for the price of a product and the system says it doesn't know, or if the callbot hangs up without reason, you must report it. You don't need to understand the technical reason: just describe what happened.

What you need to do

To allow us to intervene quickly, send a report following these steps:

1. Identify the error: retrieve the written conversation or the call recording.
2. Collect the data: note the day, exact time, the channel used (social, website, phone) and the caller's phone number if it involves a callbot.
3. Describe what happened: explain what the system answered and what you expected it to answer.
4. Send everything: open a ticket following the instructions in Ticket.

What glacom® does

Our team analyzes the conversation, finds the breaking point and applies the technical fix. Once resolved, you will receive a response confirming the update.

Limits

The fix is not instantaneous: every report requires human analysis time to avoid creating new errors in other parts of the system. If the error is due to a poorly written document, first check Correggere un documento.

Frequent problems

• Do I need to explain why the error happened? → No, just describe what happened and provide the conversation data.
• Can I report tone or style errors? → Yes, but for general changes to the way of speaking use Correggere il tono.
• What happens if I can't find the exact time of the call? → Provide the customer number and date anyway, we will search for the log in the system.

From the app

You can forward the problematic conversation directly to support using the report button in the chat logs.