Common support cases after launch
What most often gets stuck at customers after launch, how you narrow it down in a few minutes, and the checklist that catches many cases before go-live.
Many questions after launch can be cleared up in a few minutes if you know where to look. This page sorts the typical cases by area, names the first check and refers to the matching troubleshooting page. At the end, there's the checklist for go-live.
The areas at a glance
| Area | Typical report | Page |
|---|---|---|
| Call forwarding and telephony | "The agent doesn't answer." | Call forwarding isn't working, Phone numbers, SIP |
| Email, SMS and webhooks | "The summary doesn't arrive." | Email, SMS, Webhooks |
| Prompt and behaviour | "The agent talks too much" or "says something wrong." | Agent behaviour, Prompt and tools |
| Knowledge | "It can't find the prices." | Knowledge base |
| Appointments | "It doesn't offer any free slots." | Appointments, Cal.com connection |
| Subscription and billing | "The account is paused." | Subscription and billing |
| Outbound calls | "The campaign doesn't start." | Outbound calls and campaigns |
Call forwarding and telephony
| Report | First check |
|---|---|
| The agent doesn't answer | Does the number under Phone Number have an agent in the Agent column? Is there a billing notice at the top of the dashboard? |
| Only some calls come through | Which forwarding case is set: always, when unanswered, when busy? How many seconds until forwarding? |
| Callers hear a waiting announcement | All lines are busy. Starter has 1 line, Pro 3 |
| The caller's number is missing | Does the phone system pass on the original caller's number when forwarding? |
Email, SMS and webhooks
| Report | First check |
|---|---|
| The email doesn't arrive | The Logs tab in the agent: was it sent? Then check the spam folder and the recipient address |
| The SMS doesn't arrive | Is a condition or the caller's consent set that wasn't met? |
| A variable is empty | Did the agent ask for the detail during the conversation? Is the variable in the webhook named exactly like the field, see Webhook and variables |
| The webhook doesn't arrive | Check the executions in the workflow. The webhook after the call is sent once per conversation and isn't repeated |
Prompt and behaviour
| Report | First check |
|---|---|
| The agent talks too long | Align the prompt to short answers with one follow-up question, slider towards Precise |
| It makes something up | Is the information in the prompt or in the knowledge base? If it's missing, the agent should say so and offer a callback |
| It speaks the wrong language | Is a fixed language set, or Multi-Language? |
| It mispronounces names or technical terms | Add phonetic spelling or the spelling to the prompt |
| A change has no effect | Saved? It applies from the next call. Is the right agent on the number? |
Subscription and billing
| Notice in the dashboard | What to do |
|---|---|
| Included minutes used up | Book a pack or switch on Book packages automatically |
| Unpaid invoice | Update the card and Pay invoice. From day 14, the agent stops taking calls |
| Subscription not active | Choose a plan, and the agent can be reached again straight away |
You answer questions about the contract, prices and invoices of your resale customers yourself. bhomy refers them to you.
When to pass a case on to bhomy
Pass a case on if the first check doesn't turn anything up, with the call ID, the agent concerned, a screenshot and the expected and actual behaviour, see Support and escalation.
Check before go-live
This checklist catches many of the cases above before the customer notices them.
1. Numbers in international format
Transfer destinations, SMS recipients and SIP numbers are written with a plus sign and country code, for example +491701234567.
2. Transfer with a fallback
The prompt says what happens if the transfer doesn't work: "If the transfer isn't possible, take the name, number and request and promise a callback."
3. Language set
A fixed language for customers with one clear caller language, Multi-Language only if callers really call in several languages.
4. Company name, technical terms and placeholders
The company name, services and technical terms are in the prompt, and no part in square brackets is left open.
5. Delivery secured
Email tested with all recipients, spam folder checked, and the webhook lands in a workflow that reliably accepts it.
6. Appointments checked
The event type ID and time zone in Cal.com are correct, and a test appointment was booked and appears in the calendar.
7. Automatic packs discussed
The customer knows whether Book packages automatically is on or off, and what this means if the allowance is used up.
8. Test call from outside
A call from another phone to the customer's familiar number, in every forwarding case, with a look at the Call History.
Was this page helpful?