|
| 1 | +--- |
| 2 | +title: How to Report Issues Effectively |
| 3 | +subtitle: >- |
| 4 | + Learn how to structure your issue reports for fast and accurate resolution |
| 5 | +slug: issue-reporting |
| 6 | +--- |
| 7 | + |
| 8 | +To help us assist you as quickly and accurately as possible, it's essential to provide specific and actionable details when reporting issues. Vague messages like "X is not working" slow down the resolution process. |
| 9 | + |
| 10 | +This guide will help you structure your reports to get the best support experience. |
| 11 | + |
| 12 | +## Types of Issues |
| 13 | + |
| 14 | +We handle three main categories of issues. Choose the appropriate category and follow the specific guidelines for faster resolution: |
| 15 | + |
| 16 | +<CardGroup cols={3}> |
| 17 | + <Card |
| 18 | + title="Assistant-Related Issues" |
| 19 | + icon="microphone" |
| 20 | + href="#assistant-related-issues" |
| 21 | + > |
| 22 | + Unexpected assistant behavior, voice issues, transcription errors, or call failures. |
| 23 | + </Card> |
| 24 | + |
| 25 | + <Card |
| 26 | + title="Dashboard & UI Issues" |
| 27 | + icon="desktop" |
| 28 | + href="#dashboard--ui-issues" |
| 29 | + > |
| 30 | + Interface problems, configuration errors, or dashboard functionality issues. |
| 31 | + </Card> |
| 32 | + |
| 33 | + <Card |
| 34 | + title="Account-Related Issues" |
| 35 | + icon="user" |
| 36 | + href="#account-related-issues" |
| 37 | + > |
| 38 | + Login problems, account upgrades, billing issues, or verification needs. |
| 39 | + </Card> |
| 40 | +</CardGroup> |
| 41 | + |
| 42 | +## Assistant-Related Issues |
| 43 | + |
| 44 | +If you're experiencing issues with assistant behavior, voice quality, transcription accuracy, or call connectivity, follow these guidelines: |
| 45 | + |
| 46 | +### Required Information |
| 47 | + |
| 48 | +When reporting assistant-related issues, always include: |
| 49 | + |
| 50 | +- **Call ID** from the test call |
| 51 | +- **Timestamp** where the issue occurred in the recording |
| 52 | +- **Detailed description** of what happened |
| 53 | +- **Expected behavior** vs. actual behavior |
| 54 | +- **Screen recording** (for web-based calls showing the issue) |
| 55 | + |
| 56 | +### Finding Your Call ID |
| 57 | + |
| 58 | +<Steps> |
| 59 | + <Step title="Access the Dashboard"> |
| 60 | + Navigate to [https://dashboard.vapi.ai/calls](https://dashboard.vapi.ai/calls) |
| 61 | + </Step> |
| 62 | + <Step title="Locate Your Call"> |
| 63 | + Find the specific call where the issue occurred |
| 64 | + </Step> |
| 65 | + <Step title="Copy the Call ID"> |
| 66 | + Copy the Call ID from the call details |
| 67 | + </Step> |
| 68 | +</Steps> |
| 69 | + |
| 70 | +### Example Report Format |
| 71 | + |
| 72 | +``` |
| 73 | +Call ID: 9ac27e94-74a5-4061-8a0b-3c05389c63bd |
| 74 | +Timestamp: 00:30 |
| 75 | +Issue: The assistant paused for 5 seconds before replying |
| 76 | +Expected: The assistant should respond within 1 second without delay |
| 77 | +Browser: Chrome 120.0 (if web call) |
| 78 | +Screen Recording: [attached/linked] |
| 79 | +``` |
| 80 | + |
| 81 | +<Note> |
| 82 | +If the call never connected or failed completely, simply share the Call ID and we'll investigate the connection logs. |
| 83 | +</Note> |
| 84 | + |
| 85 | +### Iterative Debugging Process |
| 86 | + |
| 87 | +Assistant issues often require multiple rounds of testing and refinement. After each change or suggestion from our team: |
| 88 | + |
| 89 | +1. Test the updated configuration |
| 90 | +2. Share the new Call ID |
| 91 | +3. Describe the results and any improvements |
| 92 | +4. Continue until the issue is resolved |
| 93 | + |
| 94 | +This iterative feedback helps us identify and fix issues efficiently. |
| 95 | + |
| 96 | +## Dashboard & UI Issues |
| 97 | + |
| 98 | +For problems with the Vapi dashboard interface, configuration screens, or any visual/functional issues in the web application: |
| 99 | + |
| 100 | +### Required Information |
| 101 | + |
| 102 | +- **Screen recording** or screenshots showing the issue |
| 103 | +- **Browser information** (Chrome, Firefox, Safari + version) |
| 104 | +- **Operating system** (Windows, macOS, Linux) |
| 105 | +- **Steps to reproduce** the issue |
| 106 | +- **Console errors** (if any - press F12 to open developer tools) |
| 107 | +- **URL** where the issue occurs |
| 108 | + |
| 109 | +### Creating Effective Screen Recordings |
| 110 | + |
| 111 | +<Steps> |
| 112 | + <Step title="Use Built-in Tools"> |
| 113 | + - **macOS**: Press Cmd+Shift+5 for screen recording |
| 114 | + - **Windows**: Use Xbox Game Bar (Win+G) or built-in screen recorder |
| 115 | + - **Browser**: Use Loom, CloudApp, or similar tools |
| 116 | + </Step> |
| 117 | + <Step title="Record the Full Process"> |
| 118 | + Start recording before the issue occurs and show the complete workflow |
| 119 | + </Step> |
| 120 | + <Step title="Include Audio Narration"> |
| 121 | + Explain what you're trying to do and what's going wrong |
| 122 | + </Step> |
| 123 | + <Step title="Show Console Errors"> |
| 124 | + Open browser developer tools (F12) if you see any error messages |
| 125 | + </Step> |
| 126 | +</Steps> |
| 127 | + |
| 128 | +### Example Report Format |
| 129 | + |
| 130 | +``` |
| 131 | +URL: https://dashboard.vapi.ai/assistants/create |
| 132 | +Browser: Chrome 120.0.6099.109 |
| 133 | +OS: macOS 14.1 |
| 134 | +Issue: Save button becomes unresponsive after adding custom tools |
| 135 | +Steps to reproduce: |
| 136 | +1. Navigate to assistant creation page |
| 137 | +2. Add 3+ custom tools |
| 138 | +3. Click Save - button grays out but doesn't save |
| 139 | +Console errors: TypeError: Cannot read property 'id' of undefined |
| 140 | +Screen recording: [link to recording] |
| 141 | +``` |
| 142 | + |
| 143 | +## Account-Related Issues |
| 144 | + |
| 145 | +For issues related to your account, billing, login, or organization settings, provide the following information: |
| 146 | + |
| 147 | +### Required Information |
| 148 | + |
| 149 | +- **Email address** used for your account login |
| 150 | +- **Organization ID** (for organization-level inquiries) |
| 151 | +- **Detailed description** of the issue |
| 152 | +- **Screenshots** of error messages or unexpected behavior |
| 153 | + |
| 154 | +### Finding Your Organization ID |
| 155 | + |
| 156 | +<Steps> |
| 157 | + <Step title="Access Organization Settings"> |
| 158 | + Go to [https://dashboard.vapi.ai/org/settings](https://dashboard.vapi.ai/org/settings) |
| 159 | + </Step> |
| 160 | + <Step title="Copy Organization ID"> |
| 161 | + Locate and copy your Organization ID from the settings page |
| 162 | + </Step> |
| 163 | +</Steps> |
| 164 | + |
| 165 | +### Example Report Format |
| 166 | + |
| 167 | +``` |
| 168 | +Email: user@example.com |
| 169 | +Organization ID: c6fba1b9-3e07-429e-b265-4ce3bbef1627 |
| 170 | +Issue: Unable to upgrade to the Pro plan - payment processing fails |
| 171 | +Error message: "Payment method declined" |
| 172 | +Screenshot: [attached] |
| 173 | +``` |
| 174 | + |
| 175 | +## Quick Reference |
| 176 | + |
| 177 | +Use this checklist to ensure you're providing the right information for your issue type: |
| 178 | + |
| 179 | +| Issue Type | Required Information | |
| 180 | +|------------|---------------------| |
| 181 | +| Assistant behavior problems | Call ID, timestamp, issue description, expected behavior, screen recording | |
| 182 | +| Call connection failures | Call ID only | |
| 183 | +| Dashboard/UI issues | Screen recording, browser info, steps to reproduce, console errors | |
| 184 | +| Login or authentication | Email address, screenshots of errors | |
| 185 | +| Account upgrades or billing | Organization ID, email address, error screenshots | |
| 186 | +| Feature requests | Detailed description of desired functionality | |
| 187 | + |
| 188 | +## Best Practices |
| 189 | + |
| 190 | +- **Be specific**: Instead of "it's not working," describe exactly what happened |
| 191 | +- **Include context**: Mention what you were trying to accomplish |
| 192 | +- **Test consistently**: Use the same configuration when reproducing issues |
| 193 | +- **Document changes**: Keep track of what modifications you've made |
| 194 | +- **Record everything**: Screen recordings are invaluable for UI and workflow issues |
| 195 | +- **Check console**: Browser console errors provide crucial debugging information |
| 196 | + |
| 197 | +<Note> |
| 198 | +Following these guidelines helps us resolve your issues faster and more accurately. Our support team can provide targeted assistance when we have the right information upfront. |
| 199 | +</Note> |
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