Support documentation

Quick start

1. Register and activate. Create an account with a work email, then open the activation link sent by email. The account remains inactive until activation succeeds.
2. Configure an agent. Give the agent a clear name, purpose, voice, and system prompt. Define one goal, boundaries, the information it may collect, required AI and recording disclosures, opt-out handling, and a courteous ending.
3. Create a caller list. Add a required phone field and any string, email, number, boolean, or date fields you need. Add records manually or import a CSV.
4. Confirm permission to call. Screen the list, document consent or another lawful basis, apply suppression requests, and review the calling-consent policy.
5. Create an assignment. Select an agent and one or more records. The assignment begins as pending while calls are handled in the background.
6. Review sessions. Use Call Logs to inspect per-number outcomes and download an available recording if your role permits it.

For prompt-writing guidance, read How to write a clearer AI voice agent prompt.

Accounts and access

Activation email did not arrive

Confirm the address entered during registration, then check spam, quarantine, and mail-security tools. Activation links expire and can be used only once. If the link has expired or no email arrives, contact support from the registration address.

Password reset

Use Forgot password? on the login page. For privacy, the service returns the same confirmation whether or not an active account exists. Reset links expire, are single-use, and changing the password invalidates older sessions.

Profile and roles

The Profile page supports display-name and password changes. Email changes are not currently self-service. Access to agents, lists, records, calls, recordings, organization settings, and roles depends on the permissions assigned to the account.

Agents

An agent supports a name, description, voice, and system prompt. Keep the prompt focused and test with records you are authorized to call. The AI can misunderstand, improvise, or produce an unexpected answer, so review real session evidence and change one instruction at a time.

Include instructions to identify the calling organization, disclose the AI voice and recording when required, avoid unsupported claims, honor an opt-out, and end the call when asked.

Caller lists and CSV imports

Every list needs one phone field. Supported field types are string, phone, email, number, boolean, and date. CSV imports are validated before insertion and are limited to 10 MiB and 10,000 rows.

Before importing:

• use headers that match the intended fields;
• normalize numbers with the correct country code;
• remove duplicates and suppressed contacts;
• confirm the source and permitted purpose for every record; and
• avoid unnecessary sensitive information.

If an import fails, fix the reported row or schema problem and retry. A failed validation should not be treated as a partial successful import.

Assignments and call status

An assignment connects one agent with selected records from one caller list. Assignment status is derived from its call sessions:

• Pending: accepted for background processing.
• In progress: one or more calls are still active or unresolved.
• Completed: all sessions completed.
• Failed: all sessions ended in failure.
• Partial: the assignment contains both completed and failed outcomes.

Individual sessions can be queued, initiated, answered, in progress, completed, dial failed, or bridge failed. A pending assignment is not proof that a call connected, and a completed session is not proof of a business outcome.

Recordings

Calls are currently configured for whole-call recording when telephony is active. The file is hosted by the telephony provider and fetched through the authenticated teleCaller backend when an authorized user downloads it. A missing recording can mean the call did not reach a recordable stage, the provider callback is still pending, the provider file is unavailable, or the account lacks permission.

Review the recording and retention policy before calling. Do not use the dashboard as the only required archive, and protect downloaded copies.

Common troubleshooting

A call shows dial failed

Check that the phone number is valid and includes the correct country code. If several numbers fail, an administrator should confirm the telephony configuration, originating number, account credit or provider status, and public callback URL.

A call shows bridge failed

The phone call connected but the live audio bridge could not complete. Retry only after checking provider and AI-service configuration; do not repeatedly call the same recipient while diagnosing.

The dashboard says a request is unauthorized

Sign out and sign in again. If the issue persists, confirm the account is active and that its assigned role includes the required permission. Do not share an access token or password with support.

Data looks stale

Refresh the page and check the session rather than relying only on the assignment row. Call processing is asynchronous, and provider callbacks can arrive after the initial assignment response.

Account export, deletion, and privacy requests

Self-service account export and deletion are not currently available. Use the account deletion and data export guide to request either action. Email changes and call-session deletion also require support.

Contact support

Email hello@xpykerz.com from the account email address. Include:

• a short subject and description;
• the page and action that failed;
• the approximate time and timezone;
• the assignment or session identifier when relevant; and
• the exact error message, with secrets and personal data removed.

Never send a password, bearer token, one-time code, SMTP credential, API key, entire caller list, or call recording in an initial support message.

For suspected abusive calls, include the receiving number and approximate call time. For a security issue, provide a minimal reproducible description without accessing another customer’s data.