Support

If you did not find an answer to your question in the documentation, please contact technical support: write an email to support@tovie.ai. They will provide you with the information and help to solve the issue.

How to describe a problem

1. Provide details:
   • The environment where the problem is reproduced, for example, platform.tovie.ai. If you are using the On-premise version, please see the documentation for instructions on how to contact support.
   • Account ID.
   • The name of the project where the problem occurred.
   • Steps to reproduce the problem.
   • Expected and actual behaviour.
   • The time and the number of accounts where the problem occurred.
   • A link to the dialog if the problem occurred in a specific dialog. Go to the Analytics → Dialogs → Sessions and open the necessary dialog. Copy the link from the browser.
2. Attach a screenshot or a screencast if it is possible. This will help technical support to quickly identify the problem.

Examples

Example 1:

• Environment: platform.tovie.ai.
• ID: 12345
• Project: Pizza Bot.
• Link to dialog: platform.tovie.ai/...
• Problem: Bot not responding in Telegram channel.
• Expected behaviour: Open the “Pizza Bot” project → type /start → bot delivers a welcome message.
• Actual behaviour: Open the “Pizza Bot” project → type /start → bot does not respond.
• Time and prevalence: Observed by all clients since 12 AM.

Example 2:

• Environment: platform.tovie.ai.
• ID: 12345
• Project: Appointment Confirmation.
• Link to dialog: platform.tovie.ai/...
• Problem: Outbound call campaign not starting.
• Expected behaviour: Start the outbound call campaign from the project → customers begin receiving calls.
• Actual behaviour: When starting the outbound call campaign, the following error occurs (screenshot) → calls are not made.
• Screenshot of the outbound call report: attached. Outbound call ID visible in the screenshot.
• Time and prevalence: Unable to start outbound call campaign from today, 12:00.