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How to Report Issues Effectively

Learn how to structure your issue reports for fast and accurate resolution

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

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
1

Access the Dashboard

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

2

Locate Your Call

Find the specific call where the issue occurred

3

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:

  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
1

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
2

Record the Full Process

Start recording before the issue occurs and show the complete workflow

3

Include Audio Narration

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

4

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]
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
1

Access Organization Settings

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

2

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 TypeRequired Information
Assistant behavior problemsCall ID, timestamp, issue description, expected behavior, screen recording
Call connection failuresCall ID only
Dashboard/UI issuesScreen recording, browser info, steps to reproduce, console errors
Login or authenticationEmail address, screenshots of errors
Account upgrades or billingOrganization ID, email address, error screenshots
Feature requestsDetailed 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.