Who can use this feature?
Plan: Call Center AI
From version: 2.83
Managed from: Admin Portal
User type: Admin, user
Summary:
- Open from the profile menu in the Krisp app, or right after testing a feature
- One form for Noise Cancellation, Accent Conversion, Voice Translation, Summaries & AI Chat, and other app issues
- Required fields: problem area, Issues, and When did it happen?
- Signed out: Menu >>> Get debug logs and send them separately
- Admin toggle under Team settings >>> Setup >>> Troubleshooting (on by default).
If something isn't working as expected in Krisp, you can report it directly from the Krisp app. Each report reaches the Krisp Customer Engineering team as a ticket, together with the details you select, any files you attach, and your system information.
Hint
Using Krisp 2.82 or earlier? See Report a problem about Krisp Call Center AI (2.82 and earlier).
Report a problem in the Krisp app
Open the Report a problem form
- In the Krisp app, click your profile picture in the top-right corner.
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Select Report a problem.
The What went wrong? window opens with a card for each problem area. Noise Cancellation and Other issues are always available. Accent Conversion, Voice Translation, and Summaries & AI Chat appear when they're included in your team's plan.
You can also report a problem right after testing a feature:
- Test my voice, under Accent Conversion or Noise Cancellation
- Test Noise Cancellation, Accent Conversion, or Voice Translation in the profile menu.
The form opens already set to that feature and shows only its issues, Description, and system information, plus the recorder for Accent Conversion and Noise Cancellation. When did it happen? and Add attachment aren't included.
Fix detected setup issues
When you open the form, Krisp checks for common setup problems. If it finds one, a red message with a suggested fix appears at the top of the form. Both messages can appear at the same time.
| Message | When it appears | How to fix it |
|---|---|---|
| Krisp features do not work? Krisp microphone is not selected in your calling app. | You're on an active call, but Krisp Microphone isn't receiving any audio. | Select Krisp Microphone as the microphone in your calling app. See Set up Krisp with your calling apps. |
| Having issues with audio quality? Your headset is not compatible with Voice Isolation. | The selected headset isn't supported for Voice Isolation, with or without an active call. | Select another device in the Krisp app, or switch to a compatible headset. See Voice Isolation compatible devices. |
Once the issue is fixed, the message turns green. Click Issue fixed to close the form without sending a report, or Still not working to close the message and continue with your report.
Fill in the report
Select a problem area to open the rest of the form. If the problem isn't tied to a specific feature, for example your headset isn't detected or the app freezes, choose Other issues.
| Field | Required | What to enter |
|---|---|---|
| Select a problem area | Yes | The feature the problem is related to. |
| Record your voice to help diagnose | No | A short sample of your microphone audio, for Noise Cancellation and Accent Conversion. See Record your voice to help diagnose. |
| Issues | Yes | One or more issues that match what you experienced. If none fit, select None of these. |
| When did it happen? | Yes | The timeframe closest to when the problem occurred. This helps the team find the right part of your logs. |
| Description | Only if you selected None of these | What happened, what you were doing at the time, and whether it happens on every call. |
| Add attachment | No | Screenshots or other files that show the problem. Up to 5 files, 100MB in total. |
| Include system information for debugging | No, selected by default | Shares system details, such as CPU model and RAM, to help with the investigation. |
The issue options depend on the problem area you choose. To see what each option means, go to the section for your problem area:
Record your voice to help diagnose
For Noise Cancellation and Accent Conversion, a short recording lets the team hear exactly what's happening on your side.
- Click Record your voice to help diagnose.
- Talk with your natural voice and pace.
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Click the stop button when you're done. You can play the recording back, or click the trash icon to record again.
For recording lengths, see Noise Cancellation and Accent Conversion.
Submit the report
Click Submit report. If a required field is empty, it's highlighted in red and the report isn't sent until you fill it in.
Important
Keep the Report a problem window open while the report is being sent. If you close it before sending finishes, the report won't reach us.
If sending fails, an error message appears and everything you entered stays in the form, so you can try again without starting over. Once the report is sent, click OK on the confirmation message. The team will follow up with you or your team's Admins shortly.
Download logs
The Download logs button saves your Krisp logs to a folder you choose on your computer. Use it to send the logs manually via email when reaching out to the Customer Engineering team at support@krisp.ai.
Issue types by problem area
Find your problem area below to see what each issue option means.
Noise Cancellation
Choose Noise Cancellation for problems with background noise or voice removal, on your side or the customer's.
If the problem is with your microphone audio, add a recording with Record your voice to help diagnose. Recordings can be up to 2 minutes long, and we recommend a 30 to 40 second sample.
Hint
A recording is the fastest way for the team to reproduce microphone issues, such as background noise coming through or your voice sounding distorted. It often saves a follow-up call.
Select the issues that match your problem:
| Issue | Choose this when |
|---|---|
| Customer can't hear me | The customer can't hear you at all, or your voice cuts out for them. |
| I can't hear the customer | You can't hear the customer, or their voice cuts out. |
| Noise cancellation doesn't work | Noise Cancellation is on but has no effect at all, or you can't turn it on. |
| Noise not cancelled | Noise Cancellation works, but some background noise or voices still come through. |
| My voice sounds distorted | Your voice sounds robotic, muffled, choppy, or otherwise unnatural to the customer. |
| Customer's voice sounds distorted | The customer's voice sounds robotic, muffled, choppy, or otherwise unnatural to you. |
| None of these | The problem doesn't match any option above. Describe it in the Description field. |
Accent Conversion
Choose Accent Conversion for problems with your converted voice or call audio while Accent Conversion is on.
If the problem is with your microphone audio or converted voice, add a recording with Record your voice to help diagnose. Recordings can be up to 2 minutes long, and we recommend a 30 to 40 second sample.
Hint
A recording is the fastest way for the team to reproduce how your voice sounds after conversion. Speak as you would on a real call, so the sample reflects your usual pace and tone.
Select the issues that match your problem:
| Issue | Choose this when |
|---|---|
| Accent conversion doesn't work | Accent Conversion is on but your voice isn't converted, or you can't turn it on. |
| My voice sounds distorted | Your converted voice sounds robotic, metallic, choppy, or otherwise unnatural to the customer. |
| Customer's voice sounds distorted | The customer's voice sounds robotic, muffled, choppy, or otherwise unnatural to you while Accent Conversion is on. |
| Converted speech is inaccurate | Words come out mispronounced, wrong, or missing in your converted voice. |
| Audio is lagging | There's a noticeable delay between when you speak and when the customer hears you. |
| Customer can't hear me | The customer can't hear you at all, or your voice cuts out for them. |
| I can't hear the customer | You can't hear the customer, or their voice cuts out. |
| None of these | The problem doesn't match any option above. Describe it in the Description field. |
Voice Translation
Choose Voice Translation for problems with how your speech or the customer's speech is translated during a call. Select the issues that match your problem:
| Issue | Choose this when |
|---|---|
| Translation doesn't work | Voice Translation is on but nothing is translated, or you can't turn it on. |
| Translation is wrong | The translation changes the meaning, misses words, or comes out in the wrong language. |
| Translation is delayed | The translated speech takes noticeably longer than usual to come through. |
| None of these | The problem doesn't match any option above. Describe it in the Description field. |
Summaries & AI Chat
Choose Summaries & AI Chat for problems with call summaries and AI Chat in Agent Assist and Speech Analytics. Select the issues that match your problem:
| Issue | Choose this when |
|---|---|
| Summary not generated | A call ended but no summary appeared. |
| Summary is inaccurate | The summary includes wrong details, misses key points, or doesn't reflect what was said on the call. |
| Wrong or missing chat reply | AI Chat didn't reply to your question, or the reply was incorrect or unrelated. |
| None of these | The problem doesn't match any option above. Describe it in the Description field. |
Other issues
Choose Other issues for problems with the Krisp app itself that aren't tied to a specific feature. Select the issues that match your problem:
| Issue | Choose this when |
|---|---|
| Audio devices not detected | Your headset, microphone, or speaker doesn't appear in the Krisp app's device list. |
| App crashes or freezes | The Krisp app closes unexpectedly or stops responding. |
| Update failed | Krisp couldn't update to a newer version. |
| None of these | The problem doesn't match any option above. Describe it in the Description field. |
Send logs when you're signed out
If you can't sign in to Krisp, you can still send your logs for investigation.
- Open the Krisp app.
- Select the Menu icon in the top-right corner of the window.
- Click Get debug logs. Make sure to include the system information for debugging.
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Send the logs to the Customer Engineering team at support@krisp.ai.
Turn Report a problem on or off for your team
Admins can choose whether team members see Report a problem in the Krisp app. The option is on by default.
- Go to the Admin Portal on account.krisp.ai.
- Go to Team settings >>> Setup >>> Troubleshooting.
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Check or uncheck Display "Report a problem" in Krisp app.
If you uncheck it, Report a problem is hidden from the Krisp app menu for all team members.