Troubleshooting
Honest answers to the situations that come up most — a mis-heard detail, a booking that needs confirmation, a transcript still loading, or an alert that did not arrive. Most have a simple explanation, and none of them mean a lost customer.
At a glance
- A mis-heard detail? The transcript is the source of truth, and the follow-up is still captured.
- “Needs confirmation” is normal — that is callback-first mode, not an error.
- Transcript still loading? Content loads on demand; give it a moment and reopen.
- No notification? Check who is on your team, your settings, and your spam folder.
SpiderLabs is built to fail safe: when something is uncertain, it captures a follow-up instead of guessing, so the worst case is a task in your queue rather than a lost customer or a wrong answer. Here is what the common situations mean and what to do.
Calls & transcripts
The AI did not catch a name or number correctly.+
On a hard-to-hear call the receptionist can mishear a detail — the same way a person can. It is built to confirm important details back and to capture a callback rather than guess, so you still get the follow-up. Open the call to read the full transcript and correct the detail, then work the callback as normal. If a specific caller ID looks wrong, the transcript is the source of truth for what was actually said.
A transcript says it is still loading or is not available yet.+
Transcripts and recordings load on demand through audited SpiderLabs access — they are not bulk-stored in your dashboard. Right after a call ends there can be a short delay while the recording and transcript become available; reopening the call a moment later usually resolves it. If a completed call still shows nothing after a while, it may simply have been too short to transcribe. See Security & compliance for why content loads this way.
I do not see a call I expected in the dashboard.+
Check the date range and the tab you are viewing — the Calls view defaults to a rolling window, and the inbox shows the newest interactions first. A call only reaches the receptionist if your forwarding sent it there, so if your front desk answered it directly it will not appear here. Review your coverage in Phone setup & forwarding.
Bookings
A booking shows "Needs confirmation" — is something wrong?+
No — that is the system working as designed. In callback-first mode, every appointment request lands as Needs confirmation for a staff member to place in your schedule; the receptionist never tells a patient it is booked when your team still has to confirm it. Confirm it from the queue and close the item.
A booking that should have written to my schedule came in as a request.+
If your practice management system was briefly unreachable — a software update, a network blip, or an eConnector restart — the receptionist does not fail the call. It captures the appointment as a request so nothing is lost, and your staff confirm it once the schedule is reachable again. For dental practices, keeping Open Dental and its eConnector running and updated is the first thing to check — see Connecting Open Dental.
The receptionist is not booking directly into my schedule yet.+
Direct write mode turns on only after a per-practice create/cancel booking test passes. Until then you are in callback-first mode and requests appear as Needs confirmation. If you expected write mode to be live, confirm the booking test has been completed with our team. Details in Booking modes.
Notifications
I did not receive a notification for a new callback.+
Two things to check first. One: confirm notifications are enabled and pointed at the right person in your dashboard settings — the people on your team are the ones who get alerted, so make sure the intended teammate is added. Two: check spam and filtered folders, and add our sending address to your safe senders. If alerts still do not arrive, contact support and we will re-verify your alert channel the same way we proved it at launch.
My team is getting too many (or too few) alerts.+
Notification preferences are adjustable. You can keep instant new-callback alerts on for the people who work the queue and add a single daily summary for owners who just want the highlights. See Analytics & reporting for the weekly status option.
Who to contact
If something is not covered here, reach a human quickly.
- Product & support questions: support@spiderlabs.ai.
- Anything touching patient-data handling or a security concern: security@spiderlabs.ai.
During your first weeks, we are close by
New launches get hands-on support — we monitor the first days closely. If something feels off early on, tell us; that feedback is how we tune the receptionist to your business. See Getting started.
Keep exploring
Callback queueThe callback queue as a workflow: how requests are captured, prioritized, worked, and completed, and how staff are alerted so nothing sits unseen.Booking modesCallback-first (Mirror Mode), where your staff confirm each time, versus direct write-to-schedule mode — proven today with Open Dental — and what a "requested" appointment means.FAQAnswers to the most common questions from the businesses we serve, partners, and compliance reviewers.