FAQ & troubleshooting
Why is my call still "pending"?
A call appears shortly after it ends, but there is a short delay (usually under an hour) so related calls can be grouped. If a call is pending for much longer, check that:
- The call was answered and has a recording.
- The call is at least 60 seconds long.
- The lead matches your pipeline statuses and filters.
Calls aren't appearing at all — what do I check?
- Is the CRM connected correctly? (See Connecting your CRM.)
- Are the pipeline statuses selected?
- Is the call tied to a lead in one of those statuses?
- Are the agents selected under Users & Agents?
Text shows in the wrong language
Switch the language using the language switcher (🌐). If AI content still shows English, it means no translation was generated for that field yet — the original text is shown as a fallback.
How long until a call is analyzed?
Usually under an hour from when it ends. The delay allows follow-up calls to the same client to be grouped and analyzed together.
I don't see the department switcher
The department switcher only appears when you have two or more departments. With a single team, everything runs under the default department.
Who do I contact for help?
See the Support links in the footer — email, phone, or Telegram.
Can I listen to the recording?
Yes. Open the call and click Play — the floating player gives you the audio with synced subtitles. See Listening to a call.
How do I change what calls get analyzed?
Adjust your pipeline statuses and lead field filters in the CRM Integration page. See Pipeline statuses and Lead field filters.
Can I score different teams differently?
Yes — create departments, each with its own playbook and filters. See Departments.
Where do I see who needs coaching most?
Two places: the Top performers table on the dashboard (sort by lowest score), and the Risk Zone for hard fails and low-score calls.