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Troubleshooting

Insights Not Appearing​

Check:

  1. Group is attached to the assistant
  2. Call was made after group attachment
  3. Wait 30-60 seconds for processing
  4. Check Insights → Analytics for error messages

Common causes:

  • Insights only extract from NEW calls after attachment
  • Processing takes time (especially for 10+ insights)
  • Poor audio quality affects transcription

Inaccurate Results​

Causes:

  • Poor call transcription (bad audio)
  • Vague insight instructions
  • Information not clearly stated in call

Solutions:

  • Improve audio quality
  • Make instructions more specific
  • Test with clearer call content
  • Use pre-built templates as reference

Webhook Not Working​

Check:

  1. URL is HTTPS (not HTTP)
  2. Publicly accessible (not localhost)
  3. Returns 200 OK status
  4. Responds within 5 seconds

Test your endpoint:

curl -X POST https://your-endpoint.com/insights \
  -H "Content-Type: application/json" \
  -d '{"test": "data"}'

Review Delivery Log: Insights → Analytics → Delivery Log for specific errors

Email Not Received​

Check:

  1. Email address is correct
  2. Spam/junk folder
  3. Whitelist [email protected]
  4. Delivery log for bounce messages

Can't Attach Group​

Issue: "Already attached" error

Solution: Each assistant can only have ONE group. Detach the existing group first:

  1. AI Assistants → Select assistant → Insights tab
  2. Click Detach on existing group
  3. Attach new group

Slow Processing​

If taking longer than 2 minutes:

  • Reduce number of insights (keep under 10)
  • Simplify instructions
  • Split into multiple focused groups

Normal processing times:

  • 1-5 insights: 5-15 seconds
  • 5-10 insights: 15-30 seconds
  • 10+ insights: 30-60 seconds

Common Errors​

"Transcription failed"

  • Audio quality too poor
  • Improve phone connection and reduce background noise

"Processing timeout"

  • Too many insights or complex instructions
  • Reduce insights or simplify

"Invalid format returned"

  • AI couldn't match your output format
  • Clarify instructions and add examples

"Webhook delivery failed"

  • Endpoint not responding correctly
  • Verify HTTPS, 200 OK response, under 5 seconds

"Rate limit exceeded"

  • Too many API requests
  • Wait 60 seconds and try again

Getting Help​

Before contacting support, gather:

  1. Call ID (from Analytics)
  2. Assistant ID
  3. Insight Group name
  4. Error messages (screenshot)
  5. What you've tried

Contact: