Troubleshooting
Most issues come from source access, location scope, missing recordings, or unclear review standards. Use these checks before opening a support request.
No calls are showing
- Confirm the correct account and location are selected.
- Check that an incoming source is connected and active.
- Run a sync from Integrations and review the latest sync result.
- Clear date, search, and review-status filters on the Calls page.
A source stopped syncing
Test the connection from Integrations. If the test fails, provider credentials may have changed or lost access. If the test passes but calls are still missing, check the sync history for import counts and errors.
A call is hard to classify
Choose Decide later when the transcript, recording, or business context is unclear. The call remains Needs review. Add notes so the next reviewer can see what made it ambiguous.
What to include in a support request
- Account name and location.
- Provider or source name.
- Affected call, sync, or date range.
- What you expected to happen and what happened instead.