Reference
Troubleshooting Common SpeakSport Configuration Issues
Step-by-step guidance for resolving the most common SpeakSport configuration and call-behavior issues for facility operators and managers.
If your SpeakSport setup is not behaving as expected, work through the relevant section below before contacting support. Most issues trace back to a single misconfigured setting, and each item here tells you exactly where to look.
After-hours status uses your facility's local timezone and the operating hours for the call's date. If the totals seem off, check the timezone and schedule:
- Go to Facilities → Overview → General.
- Confirm the timezone matches the physical location of your facility.
- Open Facilities → Availability and select the date range covering the call.
- Confirm the Weekly hours, closed days, and any Date overrides match your intended schedule. A date override takes priority over the weekday schedule.
Save any changes and allow reporting to refresh before re-checking your after-hours totals.
The AI only surfaces an Operations Calendar event when three conditions are all true at once. Verify each one:
- Published status — Open the event and confirm it is published, not saved as a draft.
- Speak window — Confirm the call took place inside the event's configured speak window. If the call happened before or after the window, the AI cannot see the event.
- "When in the call" setting — Review the trigger setting for the event and confirm it matches when you expect the AI to mention it (for example, proactively at the start of the call versus only when a caller asks).
Adjust whichever setting does not match your intention, then test with a new call.
To prevent the AI from proactively announcing an event while still allowing it to answer questions about that event, configure the event as a knowledge-only event:
- Open the event in the Operations Calendar.
- Leave the Fixed spoken message field blank.
- Set the "When in the call" option to "During the call, when it is relevant".
With this configuration, the AI draws on the event's description to respond to relevant caller questions but does not lead with an announcement.
Custom tags are applied during post-call processing. If a tag is not appearing on call records, check the following:
- Open your post-call configuration and confirm the tag configuration is saved — unsaved changes are not applied.
- Verify the tag has a clear namespace, name, and description. The AI uses the description to determine when to apply the tag, so a vague or missing description can prevent it from firing.
After correcting the configuration, new calls will be evaluated against the updated tags. Tags are not retroactively applied to past calls.
Knowledge Base updates go through a review step before the AI uses them. If callers are still receiving old information, work through this checklist:
- Confirm you approved or applied the preview of the change. A change that is still in preview has not been pushed to the agent.
- Allow time for agent synchronization to finish. After you apply a change, there is a brief propagation period before the AI uses the updated content on live calls.
If the change still does not appear after synchronization completes, re-open the Knowledge Base entry to confirm the correct content was saved.
Cancellation eligibility is controlled by both the reservation's current status and the rules you have configured for your facility. To diagnose the issue:
- Open the reservation and review its status. Some statuses (such as already-cancelled or checked-in reservations) may not be eligible for cancellation.
- Review your facility's cancellation eligibility rules to confirm the reservation meets all configured criteria (for example, minimum notice period or booking type restrictions).
If the rules need to be updated, make the change in your facility configuration and confirm it is saved before retrying the cancellation.
When a recording does not appear in a call record, there are two common causes:
- Recording was not enabled — Check whether call recording is turned on for your facility. If recording is disabled, no audio is captured.
- Processing is still in progress — Recordings are processed after the call ends. For recent calls, wait a few minutes and then refresh the call record before concluding the recording is missing.
If recording is enabled and sufficient time has passed, contact SpeakSport support with the call ID so the team can investigate.
SpeakSport scopes all reporting and call data to the facility and date range currently selected in the dashboard. Before drawing any conclusions from the data:
- Check the facility selector at the top of the page and confirm the correct facility is active.
- Check the date range filter and confirm it covers the period you intend to review.
Adjust either selector as needed and allow the page to reload before reviewing the data again.
If your configuration looks correct in every relevant setting and call behavior still does not match what you expect, contact SpeakSport support. Include the affected call IDs, a description of the expected behavior, and a summary of the settings you have already reviewed — this helps the support team investigate quickly and get your facility running as intended.