Report a problem

What to put in it

1. What you were doing. The surface you were on, the two languages, and roughly where in the conversation it happened.
2. What you expected. One sentence.
3. What happened instead. One or two sentences. If there was a note beside the turn, what it said.
4. When. The date and roughly the time, so we can find it in the logs.

You do not need to diagnose it. A description of what you saw is more useful than a theory about the cause.

What not to put in it

Nothing identifying the person you were supporting: no names, addresses, case references, dates of birth, or screenshots containing any of those. Describe what the tool did, not who it was done for. If we need to look at a specific conversation we will arrange that through your organisation, properly.

What happens next

We read everything. A reply usually takes a few working days, because this is a small team building the product as well as supporting it. A report of a missing or wrong transcript, or a translation that was wrong in a way that mattered, goes to the front of the queue.

If it is urgent

If a conversation is happening now and you are not confident the person is being understood, stop using the tool for it and fall back to what you would have done before. Then tell us. No support process should be the reason a conversation carried on past where it should have stopped.