Gen AI Troubleshooting

If Gen gets stuck - pauses too long, doesn’t respond, or seems to freeze mid-call - it’s usually due to one of the following common causes:

1. Script Logic Conflicts

Gen follows a structured script behind the scenes. If your custom advice or edits create loops, dead ends, or contradictions, Gen may not know how to proceed. For example:

• Adding multiple conditions without clear next steps

• Giving conflicting instructions about tone, pacing, or follow-up

Fix: Simplify your advice and test incrementally. Make one change at a time and observe results via transcripts.

2. Poor-Quality Lead Data

Gen relies on basic lead info (like name, business type, or past campaign data) to carry conversations. If a lead has:

• Missing or inconsistent metadata

• Blank or malformed fields
  ...Gen may stall trying to figure out how to proceed.

Fix: Check the lead source. Clean up or enrich your lead list to improve performance.

3. Excessively Long Advice

Advice longer than 2,000 words can overload Gen and slow down response times or break flow entirely. Long prompts are harder for the system to parse in real-time.

Fix: Trim your advice. Use clear, direct language and test a few sentences at a time.

4. Unstable Call Connection or API Timeout

Occasionally, network issues or downstream services can cause Gen to hang mid-call. These are rare but possible, especially if calls are unusually long or complex.

Fix: Try restarting the campaign. If it persists, contact support so we can investigate logs.

5. Beta or Experimental Features

If you’re using a beta script, an experimental prompt, or early-access settings (like multilingual support or sentiment branches), some instability is expected.

Fix: Report the issue with a link to the transcript, and we’ll prioritize a fix.

Still stuck?

Send us the campaign name and a link to the problematic transcript via the Help tab or email [email protected], and we’ll take a closer look.