> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.vapi.ai/llms.txt. > For full documentation content, see https://docs.vapi.ai/llms-full.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.vapi.ai/_mcp/server. # 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: Unexpected assistant behavior, voice issues, transcription errors, or call failures. Interface problems, configuration errors, or dashboard functionality issues. Login problems, account upgrades, billing issues, or verification needs. ## Assistant-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 Navigate to [https://dashboard.vapi.ai/calls](https://dashboard.vapi.ai/calls) Find the specific call where the issue occurred 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: 1. Test the updated configuration 2. Share the new Call ID 3. Describe the results and any improvements 4. 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 * **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 Start recording before the issue occurs and show the complete workflow Explain what you're trying to do and what's going wrong 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] ``` ## Account-Related Issues 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 Go to [https://dashboard.vapi.ai/org/settings](https://dashboard.vapi.ai/org/settings) 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.