1. Six top-priority live-call issues
Issue 1: Bot cannot Be Published
Symptoms: Customer clicks 'Publish Bot' and gets an error, or the button stays disabled.
Root Cause: One or more required fields are incomplete. The publish action is blocked by the system validation.
Resolution: Walk through this required-fields checklist:
- Bot Name and Identity: filled and under 50 characters
- Primary Role: selected or typed (under 50 characters)
- Tone: at least one tone selected
- How It Sounds: one voice profile selected
- What Language Does It Speak: one language mode selected
- System Prompt: at least 100 characters entered
- If Frustration Handover is ON: Escalation Department selected, AND Agent Busy Prompt filled
Issue 2: Bot Answers but Does Not Give Helpful Responses
Symptoms: The Voicebot picks up calls but answers with generic responses, ignores the Knowledge Base, or gives incorrect information.
Root Cause: Usually one of three causes: the system prompt is too vague, the Knowledge Base files have not finished training, or the KB files are image-heavy and non-machine-readable.
Resolution:
- Check the Knowledge Base file status -- each file must show 'Processed' (not just 'Training')
- Review the system prompt -- it must explicitly instruct the bot to answer from the knowledge base
- Ensure uploaded files are text-heavy PDFs or plain text documents -- scanned images or heavily formatted PDFs may not parse correctly
- If the system prompt is vague, rewrite it with explicit scenarios: 'If the caller asks about X, answer from the knowledge base. If they ask about Y, say Z.'
Issue 3: Bot Keeps Calling Back or Silencing
Symptoms: The caller reports dead air, repeated prompts, or the call drops unexpectedly.
Root Cause: Silence Wait Duration is set too low, or Maximum Silence Retries is set to 1 (bot ends call after the first silence).
Resolution: Go to Advanced Settings and adjust:
• Increase Silence Wait Duration to 12-15 seconds for callers who pause longer (elderly users, Tier-2 callers with slower speech patterns)
• Increase Maximum Silence Retries from 1 to 2 or 3 to give callers more chances to respond before call drop
Issue 4: Call Transfer Is Not Working
Symptoms: The bot says, 'I am transferring you now', but the caller remains on the line with the bot or the call drops.
Root Cause: The extension number in the system prompt does not match an active department extension in the MyOperator setup, or the transfer_to_extension() function is not being referenced correctly in the system prompt.
Resolution:
- Verify the extension number in the system prompt matches a live, active extension in MyOperator's department setup
- Check the system prompt syntax -- it should say: 'call transfer_to_extension(101)' or 'use the transfer function with extension 101'
- Confirm the Fallback Prompts are set correctly -- if the extension is invalid, the 'No Extension Found' fallback should trigger
Issue 5: Bot Type Cannot Be Changed
Symptoms: Customers want to convert their existing Chatbot to a Voicebot, or vice versa.
Root Cause: Bot type is permanently locked at creation and cannot be changed after the bot is created.
Resolution: The only resolution is to create a new bot and select the correct type. The old bot must be deleted (after confirming it is not attached to active call flows). There is no migration path between bot types.
Issue 6: Deleting a Bot Breaks a Call Flow
Symptoms: After a bot is deleted, an existing call flow stops working or routes incorrectly.
Root Cause: The deleted bot was attached to a call flow that was routing inbound numbers to that bot. Phase 1 does not check for call flow dependencies before deletion.
Resolution: This is a known Phase 1 limitation. The system shows a warning modal before deletion: 'If this voicebot is configured in any call flow, those call flows will break.' The customer must manually update their call flows after deletion.
Prevention: Before deleting any bot, always check the call flow routing configuration to see if that bot is referenced. Coordinate with the account owner before proceeding.
2. Service-desk Q&As
Setup and Configuration Queries
Q: Can I change the bot type after creation?
A: No. The bot type (Chatbot or Voicebot) is set permanently at creation and cannot be changed. If the wrong type was selected, the bot must be deleted and a new one created with the correct type.
Q: How many Knowledge Base files can I upload?
A: The PRD does not specify a hard limit on the number of files. In practice, upload only the files that are directly relevant to calls your bot handles. Irrelevant documents can reduce response accuracy.
Q: Can I have more than one Voicebot on the same account?
A: Yes. The Bot Listing Page shows all bots on the account. You can create multiple Voicebots for different use cases, departments, or phone numbers. Each bot is configured and managed independently.
Q: The Voicebot card is grayed out in the Create Bot modal. What do I do?
A: The voice_bot feature flag is not enabled for your account. Contact your MyOperator account manager to request enablement. Hovering over the grayed card will show a tooltip confirming this.
Bot Behaviour Queries
Q: My bot is answering calls but giving generic, non-specific responses.
A: First, check the Knowledge Base file training status -- files should show 'Processed', not 'Training'. If files are processed, review the system prompt. Add explicit instructions like: 'For questions about return policy, answer using the return policy document in the knowledge base.'
Q: The bot is not transferring the call even when the caller asks to speak to a human.
A: Check two things. First, is the transfer_to_extension() function referenced in the system prompt with the correct extension number? Second, is Frustration Handover enabled? If the caller is frustrated but Frustration Handover is OFF, the bot will not auto-escalate.
Q: The bot keeps hanging up on callers mid-conversation.
A: This is typically a Silence Retries issue. Check Advanced Settings. If Maximum Silence Retries is set to 1, the bot ends the call after the first silence. Increase to 2 or 3. Also check Silence Wait Duration -- if it is set to 5 seconds, callers who pause normally (3-4 seconds) will trigger the silence counter.
Q: Can the bot handle both Hindi and English in the same conversation?
A: Yes -- select Hinglish or Dynamic Multilingual as the language mode. Hinglish is ideal for conversations where the caller naturally mixes Hindi and English. Dynamic Multilingual handles more distinct language switching across the conversation.
Versioning and Publishing Queries
Q: I edited the bot, but now it seems to be using the old version.
A: After clicking Edit Configuration, changes are saved to a new draft. The live bot remains on the previously published version until you click Publish Bot on the new draft. Always check whether you published or just saved as a draft.
Q: I navigated away and now my changes are gone.
A: If you selected 'Discard' on the Unsaved Changes modal, your edits were not saved. If you selected 'Save as Draft', go back to the bot and click Edit Configuration to find your draft. Changes are only lost if you explicitly discard them.
Q: Can two people edit the bot at the same time?
A: This is not recommended and not protected against in Phase 1. Simultaneous editing by two users may result in one user's changes overwriting the other's. Establish an internal process to avoid concurrent edits on the same bot.
Deletion and Recovery Queries
Q: I deleted a bot and now a call flow is broken. Can I recover it?
A: No. Deletion is permanent. Phase 1 does not support bot recovery or versioned snapshots post-deletion. To restore functionality, you must create a new bot with the same configuration and update the affected call flow routing to point to the new bot.
Q: How do I safely delete a bot without breaking anything?
A: Before deleting, check all call flows that route inbound numbers. If the bot is referenced in any call flow, update that flow to use a different bot or routing logic first. Then, proceed to delete the bot from the Bot Listing Page.
3 Quick reference: defaults and limits
4 When to escalate beyond this guide?
Escalate to engineering or product only if:
• The symptom is not listed above, and
• The customer has already verified all defaults, flags, and limits in the table, and
• The issue persists across multiple calls after re-publishing the bot.