Contact and status

Do this

Use these steps in order when something looks wrong.

1. Look at the top of the page for a strip or banner that names a part, such as Phones are offline. If there is one, the problem is the system, not you. See common problems for what it means.
2. On the sign-in page, read the footer. It says “All systems are working”, “Some parts are not responding” or “We cannot reach VoDialer right now”.
3. If you see “We cannot reach VoDialer right now”, check your own internet. Open any other website. If that fails, the problem is your connection.
4. Reload the page once. If the message was “Something went wrong on this page”, press Try again.
5. Ask a colleague to try the same thing. If they see the same message, it is the system or the setup. If only you see it, it is your account, browser or microphone.
6. If it is still not clear, contact your workspace owner with the details below.

What the system status tells you

VoDialer checks its own parts every 30 seconds. The page /api/health answers without signing in. It always loads, and it reports status as ok or degraded, plus whether the gateway’s database, cache and message bus are ready and whether each service is ready.

The web app turns that into the banners you see. Each banner names the part that is not answering. It shows nothing when every part is ready.

Note

Health is checked from the web app’s side. A banner means a part is not answering. It does not say why or how long it will last.

Who to contact

1. Contact your workspace owner. They are the person who set up your company in VoDialer.
2. If the owner cannot fix it, they contact the platform operator. That is the company that runs VoDialer for you.

Some things only the platform operator can do: reset two-step sign-in, switch a suspended company back on, change your plan or seats, and look at your company in a read-only “view as” session.

Not yet

VoDialer has no support email address, phone number, public status page or service-level agreement set up. None is written in the product or in its repository. They must be filled in on this page before launch.

What to include when you ask for help

• The time it happened, with your time zone, to the minute.
• Your company and the campaign name, if one was involved.
• What you were doing and what you expected.
• The exact words on the screen, or a screenshot.
• The person’s number ending (the last 4 digits), if a call was involved. Do not send full numbers by chat or email.
• Whether a colleague sees the same thing.

Note

The screen does not show a request id. The gateway adds an x-request-id header to proxied requests, but VoDialer does not display it. The time is the best way to find your request in the logs.