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:
Symptoms: The AI agent voice 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:
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
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:
Symptoms: Customers want to convert their existing Chatbot to an AI Agent Voice, 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.
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 routed inbound numbers to it. 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 AI agent voice 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 ensure the bot is not referenced. Coordinate with the account owner before proceeding.
Q: Can I change the bot type after creation?
A: No. The bot type (Chatbot or AI agent voice) 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 AI agent voice on the same account?
A: Yes. The Bot Listing Page shows all bots on the account. You can create multiple AI agent voices for different use cases, departments, or phone numbers. Each bot is configured and managed independently.
Q: The AI agent voice 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.
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.
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.
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.
Field | Default Value | Limits |
Bot Name and Identity | None (required) | Max 50 characters |
Primary Role | None (required) | Max 50 characters |
Tone | None (at least 1 required) | Max 5 tones, each max 20 chars |
How It Sounds | None (required) | Select exactly 1 voice profile |
Language Mode | None (required) | English / Hinglish / Dynamic Multilingual |
System Prompt | Default friendly greeting | Min 100 chars, Max 25,000 chars |
Agent Busy Prompt | Pre-populated default | Max 5,000 characters |
No Extension Found Prompt | Pre-populated default | Max 5,000 characters |
Silence Wait Duration | 10 seconds | Min 5 sec, Max 15 sec |
Maximum Silence Retries | 2 | Min 1, Max 5 |
Interruption Handling | OFF | Toggle ON/OFF |
Frustration Handover | OFF | Toggle ON/OFF; dept required if ON |
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.