Concerns About Thoughtly's Support and Workflow Issues Raised

Torrey Leonard, Maksym Protsenko I have two agents I have worked on and having built a workflow for transcript to be sent, I noticed since Friday that calls are not going into the workflows. I need to know what exactly Thoughtly stands for each time I try to reach a support team concerning back end issues there seems to be no response. Have Thoughtly forgotten her core values and what she stands for. Customer satisfaction is key and on a scale of 1 to 10 I see no place to place your support system. kindly help work on your back end and ensure smooth running of your operations. You can imaging number of customers I introduced to thoughtly and is this what they have to get? If something is wrong We believe It should not take you 12 hours to fix it. alot of business operations are currently leveraging your software, is it a crime to join your company at the detriment of others?

15 comments

Tony K
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Hey Adebanjo, I believe this slack is more for community support, but they do try and answer here as much as possible. You might be having the same issue that I'm having. Are you talking about automations and triggering a webhook or something once a call is completed? The issue that I am having, which I hope thoughtly will have fixed soon is that the on call completed 'forgets' the agent. Colin is looking into my issue, and if you are having the same problem, I'm sure he can take note as well
Adebanjo Adedeji
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Thanks Tony, the issue is that once a call is completed it ought to show running but as it stands the calls are not sent into the automations at all.
Tony K
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does the agent show in the dropdown for you in the automation? Does it run if you trigger it manually for testing?
Adebanjo Adedeji
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Yes it does.
Colin
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Hi there Adebanjo, I apologize for this inconvenience. Could you let me know the name of the account, the agent name and the name of the automation you are referencing so I can look in to this for you more?
Adebanjo Adedeji
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Account name is "Zenvoip", Agent name is "Servestra-Inbound", Automation is named "Joel post call info Servestra"
Ron Johnson
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I myself am loosing sleep at night thinking about the stability of thought.ly. and the lack of support. My customers want/insist/require 99% up time. This is tech support which is needed NOW. Same for Customer service the caller wants servie when they call. Not when thought.ly works. Reliability: Can you expand the support hours. And give me an idea of the true 100% operating of thought.ly.
Matthew Clark
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I just noticed im having the same issue as well Colin
Matthew Clark
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im using 1.5 and Call completed is not getting triggered on any automations
Tony K
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Hopefully it's fixed this week. I didn't think it has to do with the builder version. Curious how many different agents do you have?
Colin
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Hi there Matthew Clark, this is a slightly different bug than yours Tony K, post call automations triggered by the call completion node are not running properly. Our engineers are looking in to this right now. They are also looking in to your specific tickets as well Tony. Both the agent speaking while ringing and the automation agent selector.
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Tony K
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I've got some potential clients ready for my solution, so really need this working
Matthew Clark
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Tony K is right my issue is not version specific , I just tried it with one of my 1.0 agents and it didn't work
Tony K
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how many agents do you have? Colin said it isn't related, but I am just curious
Matthew Clark
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its across accounts actually lol But it seems like its working now at of 2PM