How to Report Issues Effectively

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.

This guide will help you structure your reports to get the best support experience.

Types of Issues

We handle three main categories of issues. Choose the appropriate category and follow the specific guidelines for faster resolution:

Assistant-Related Issues

Unexpected assistant behavior, voice issues, transcription errors, or call failures.

Dashboard & UI Issues

Interface problems, configuration errors, or dashboard functionality issues.

Account-Related Issues

If you’re experiencing issues with assistant behavior, voice quality, transcription accuracy, or call connectivity, follow these guidelines:

Required Information

When reporting assistant-related issues, always include:

Call ID from the test call
Timestamp where the issue occurred in the recording
Detailed description of what happened
Expected behavior vs. actual behavior
Screen recording (for web-based calls showing the issue)

Finding Your Call ID

Access the Dashboard

Navigate to https://dashboard.vapi.ai/calls

Locate Your Call

Find the specific call where the issue occurred

Copy the Call ID

Copy the Call ID from the call details

Example Report Format

Call ID: 9ac27e94-74a5-4061-8a0b-3c05389c63bd
Timestamp: 00:30
Issue: The assistant paused for 5 seconds before replying
Expected: The assistant should respond within 1 second without delay
Browser: Chrome 120.0 (if web call)
Screen Recording: [attached/linked]

If the call never connected or failed completely, simply share the Call ID and we’ll investigate the connection logs.

Iterative Debugging Process

Assistant issues often require multiple rounds of testing and refinement. After each change or suggestion from our team:

Test the updated configuration
Share the new Call ID
Describe the results and any improvements
Continue until the issue is resolved

This iterative feedback helps us identify and fix issues efficiently.

Dashboard & UI Issues

For problems with the Vapi dashboard interface, configuration screens, or any visual/functional issues in the web application:

Required Information

Screen recording or screenshots showing the issue
Browser information (Chrome, Firefox, Safari + version)
Operating system (Windows, macOS, Linux)
Steps to reproduce the issue
Console errors (if any - press F12 to open developer tools)
URL where the issue occurs

Creating Effective Screen Recordings

Use Built-in Tools

macOS: Press Cmd+Shift+5 for screen recording
Windows: Use Xbox Game Bar (Win+G) or built-in screen recorder
Browser: Use Loom, CloudApp, or similar tools

Record the Full Process

Start recording before the issue occurs and show the complete workflow

Include Audio Narration

Explain what you’re trying to do and what’s going wrong

Show Console Errors

Open browser developer tools (F12) if you see any error messages

Example Report Format

URL: https://dashboard.vapi.ai/assistants/create
Browser: Chrome 120.0.6099.109
OS: macOS 14.1
Issue: Save button becomes unresponsive after adding custom tools
Steps to reproduce:
1. Navigate to assistant creation page
2. Add 3+ custom tools
3. Click Save - button grays out but doesn't save
Console errors: TypeError: Cannot read property 'id' of undefined
Screen recording: [link to recording]

For issues related to your account, billing, login, or organization settings, provide the following information:

Required Information

Email address used for your account login
Organization ID (for organization-level inquiries)
Detailed description of the issue
Screenshots of error messages or unexpected behavior

Finding Your Organization ID

Access Organization Settings

Go to https://dashboard.vapi.ai/org/settings

Copy Organization ID

Locate and copy your Organization ID from the settings page

Example Report Format

Email: user@example.com
Organization ID: c6fba1b9-3e07-429e-b265-4ce3bbef1627
Issue: Unable to upgrade to the Pro plan - payment processing fails
Error message: "Payment method declined"
Screenshot: [attached]

Quick Reference

Use this checklist to ensure you’re providing the right information for your issue type:

Issue Type	Required Information
Assistant behavior problems	Call ID, timestamp, issue description, expected behavior, screen recording
Call connection failures	Call ID only
Dashboard/UI issues	Screen recording, browser info, steps to reproduce, console errors
Login or authentication	Email address, screenshots of errors
Account upgrades or billing	Organization ID, email address, error screenshots
Feature requests	Detailed description of desired functionality

Best Practices

Be specific: Instead of “it’s not working,” describe exactly what happened
Include context: Mention what you were trying to accomplish
Test consistently: Use the same configuration when reproducing issues
Document changes: Keep track of what modifications you’ve made
Record everything: Screen recordings are invaluable for UI and workflow issues
Check console: Browser console errors provide crucial debugging information

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.