# Getting help

Most questions about a specific call are answerable in one reply if the first message carries two identifiers. This page is what to send, and what to check first.

## Check these first

Not to deflect the question — because each of them answers a large share of what gets asked, and faster than we can.

| Symptom | Where the answer is |
| --- | --- |
| A request is refused and you do not know why | The error body's `type` field is a link into [the error table](https://voice.sphoro.com/docs/authentication), at the row for that exact code. |
| A call did not go out | [Compliance](https://voice.sphoro.com/docs/compliance), then `end_reason` on the call — see [the vocabulary](https://voice.sphoro.com/docs/transfers). |
| The summary is empty | You are reading `call.ended`. See [post-call analysis](https://voice.sphoro.com/docs/post-call). |
| The agent is slow | [Latency](https://voice.sphoro.com/docs/latency) — and read `connect_ms` before changing anything. |
| The agent talks over people, or will not stop | [Conversation behaviour](https://voice.sphoro.com/docs/behaviours). |
| A menu "sometimes works" | The `call.dtmf` lines on that call's events. See [keypad and IVR](https://voice.sphoro.com/docs/keypad). |
| A webhook is not arriving | The delivery log — `GET /v1/webhook_endpoints/{id}/deliveries`. See [webhooks](https://voice.sphoro.com/docs/webhooks). |

## What to send

Two identifiers turn a three-round-trip thread into one reply. Everything else is optional.

```
Call id       call_8b21f4c9a07e3d15      ← the single most useful thing
Agent id      agt_9f2c1a7d4b6e803f
When          2026-09-08 around 09:41 IST, and your timezone if it is not IST
Expected      "it should have transferred to the accounts team"
Actual        "it said goodbye and hung up"
```

> **A call id beats a description of the call.** With one we can read the transcript, the events, the timings, the vendors it used and the end reason in seconds. Without one, the first reply is us asking for it.

For a request that was refused rather than a call that went wrong, send the whole error body. It carries the code, the status and the field-level problems, and it is more precise than any paraphrase.

**Shell**

```bash
# Everything about one call, in one paste.
curl -s https://voice.sphoro.com/v1/calls/$CALL_ID \
  -H "Authorization: Bearer $SPHORO_API_KEY"

curl -s https://voice.sphoro.com/v1/calls/$CALL_ID/transcript \
  -H "Authorization: Bearer $SPHORO_API_KEY"
```

> **Never send us an API key** — not in a message, a screenshot or a log paste. We never need one, and a key that has been in a support thread should be revoked. Redact it before you send anything.

## Things to ask us for

Some of what Sphoro Voice does is provisioned per account rather than self-serve. None of it is a long process, and all of it is worth asking about *before* you build around its absence.

| Ask for | Covered on |
| --- | --- |
| A tool that calls your own API during a call | [Tools and functions](https://voice.sphoro.com/docs/functions) |
| More concurrency | [Concurrency](https://voice.sphoro.com/docs/capacity) |
| Phone numbers, or connecting your own carrier | [Numbers and carriers](https://voice.sphoro.com/docs/telephony) |
| A different recording retention window | [Security and data](https://voice.sphoro.com/docs/security) |
| The Python, Go or Java client | [SDKs](https://voice.sphoro.com/docs/sdks) |
| The command-line tool, the MCP server or the skills pack | [Build with AI](https://voice.sphoro.com/docs/build-with-ai) |
| A calendar, CRM or database connector for workflows | [Workflows](https://voice.sphoro.com/docs/workflows) |
| A dedicated or in-region deployment | [Security and data](https://voice.sphoro.com/docs/security) |

## Reporting something urgent

Two things go to the front of the queue, and both are better sent early and wrong than late and certain:

- **A leaked credential.** Revoke it yourself in [the portal](https://voice.sphoro.com/portal) first — that is immediate and does not need us — then tell us.
- **A security vulnerability.** Get in touch before disclosing it anywhere else.

## Reading the docs somewhere else

Every page here is also plain Markdown at its own address with `.md` on the end, and [llms.txt](https://voice.sphoro.com/docs/llms.txt) is the index of all of them. Handy for pasting a page into a thread, or into a model.

**Shell**

```bash
curl -s https://voice.sphoro.com/docs/llms.txt
curl -s https://voice.sphoro.com/docs/transfers.md
```