Report a problem
Which details we need to understand a problem quickly, and what you should never send us.
The more precise your report, the faster we find the cause. With the details on this page, we can clearly identify a call in our systems without you having to send us any confidential data.
How to reach us
| Channel | When |
|---|---|
| Email to support@bhomy.ai | for any question and any problem |
| Grant support access | when we should look at your configuration |
On the Starter plan, our support is there for you Monday to Friday from 9 am to 6 pm (German time); on the Pro and Individual plans, around the clock.
What belongs in the report
- What happened, and what did you expect? One sentence is enough, for example: "The agent didn't book an appointment even though the caller agreed."
- When? Date and time of the call, to the minute if possible.
- Which agent and which number? Name of the agent and the number that was called.
- What does the call history show? Open the call and look at Transcript, Logs and Main Logs. A screenshot of the relevant part helps.
- Was there an error message? The exact text. If the dashboard shows a Reference for support, include it. For the API, this is the
error_idvalue. - Does it always happen or only sometimes? And since when? Did you change anything shortly before?
What you should never send
For API keys, the name or the key hint the dashboard shows under API Key is enough. For calls, the time and number are enough.
What happens next
We review the case and get back to you with a solution or with questions. If the cause is on our side, we fix it and tell you when it will work again.
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