Check the failover
If calls are arriving at your switchboard instead of the agent, continuity failover may have kicked in. That usually means an incident we are already on, but tell us anyway in case it is not.
Help
What can we help with?
If you are already a customer and something is not working as it should, this is where to start and who to write to. If you are still evaluating Elop, the FAQ is probably more use.
Before writing
Four checks that resolve half of all issues
Not to fob you off — they are usually faster than waiting for a reply.
Check whether the change is yours
A change in your diary or CRM — new fields, revoked permissions, an expired credential — is the most common reason a flow stops writing. Check whether anything moved on your side.
Pin down the specific call
If it is a one-off, note the date, approximate time and number. With that we find the exact call in minutes rather than hours.
Separate "it did not" from "it did it wrong"
The agent failing to confirm an appointment is a different problem from confirming it in the wrong slot. The second is usually a script adjustment; the first, an integration one.
What to send
How to describe an issue so it is fixed first time
With these details we can reproduce it without writing back to you, which is what usually doubles resolution time.
If it is an operational emergency — the phone is not being answered, appointments are not being written — say so in the subject line. It is prioritised ahead of everything else.
See how a flow worksAlways include
- What you expected to happen and what actually happened
- Date, approximate time and number of the affected call
- Whether it happens every time or intermittently, and since when
- The specific flow: confirmation, booking, triage, reactivation
- Whether anything changed in your system recently
- A screenshot of the record in your diary or CRM, if that is where the problem is
Channels and times
Who to write to, and when we reply
The specific times for your contract are in the service agreement; these are the general ones.
- Support
support@elop.ai
Issues and operational questions if you are already a customer.
- Sales
info@elop.ai
New flows, scope extensions and quotes.
- Legal
legal@elop.ai
Privacy, GDPR, the DPA and data subject rights.
- Emergencies
Ahead of everything else
Say so in the subject and it is picked up as it arrives.
Common customer questions
What you write to us about most once the service is running.
How do we request a script change?
Write to support with the change you want and where in the conversation it belongs. Wording adjustments are usually applied the same day; changes to the flow logic are reviewed first so they do not break the metric we are measuring.
Can we pause the service temporarily?
Yes. Let us know and we divert calls to your number for the duration. It is common for holiday closures or building work.
How do we add a new flow?
The same way as the first: half an hour to define the goal and the metric, then design, testing and production. On a running project it is usually quicker, because the integration already exists.
Where do we see the results?
In the regular report we agreed at the start, against the defined metric. If you need a specific cut — a date range, a flow, a campaign — ask and we will pull it.
How do we opt someone out of outbound calls?
The agent records a do-not-call request on the spot and it is honoured permanently. If you need to opt someone out manually, send the number to support.
Who do we contact about a security incident?
legal@elop.ai, and support in parallel if it also affects the service. The procedure and notification timescales are in the DPA we signed with you.
Tell us what is happening
If it is an operational emergency, say so in the subject and we prioritise it.