Callers may report variations of this issue with phrases like "cannot make a selection," "stuck at the end of the call," or "result choices disappeared."
Usually these issues tend to come down into a few common categories:
- Caller is actually referring to script errors or issues
- Caller has actually been logged out of the system
- Unstable internet connection
- Browser or browser extension issues disrupting the system
Caller is referring to script errors or issues
Caller complaint of not being able to continue with calls is not referencing the call results on the left at the end of the call but the script in the main window during the call. Calls and conversations may be incomplete and feel incomplete or awkward in the flow of the conversation experienced by both the calling agents and the voters/targets.
Questions intended for the script are missing, need clarification, or the logic of the script defined by "Visible if" options need to be checked and configured
If the script is totally missing, refer to the browser troubleshooting below.
If the script is showing up, check your Script flow using the script preview button. If your script is not working as intended, review our documentation on script management here to get your script functioning fully and providing the correct flow for all intended questions. If you need additional script help, use the Script Review button in your admin panel to have a ThruTalk staff member check it out.
Caller has been logged out of the system
Caller is unable to enter a call result because they are moved back to the login screen and are no longer active in a call.
Variety of issues might cause the caller to be logged out.
Confirm the caller is looking at the login screen and refer to the "Caller Sent back to Login Screen" guide for further troubleshooting.
Unstable internet connection
Caller is unable to see call results as options to click on the left side. Caller may or may not still be connected to the calling target through the audio connection.
ThruTalk is a synchronous communication platform and requires both a steady internet connection and a steady phone connection. In instances where the internet connection is unstable and does not maintain a steady connection, the system will be missing parts and the caller may be dropped from the dialer because the system can no longer verify their connection status and if they are available to receive a call.
If setting up a location for a phone bank, check the internet and wifi connections to be sure they are fast and reliable. If using wifi, make sure your callers are close to the router and are not moving in and out of router range during the call. Additionally, keeping the bandwidth clear by preventing use of streaming or social media activity during live calls helps to increase session stability. If you are unable to get a better connection, see if callers can use cell phone hot spots to spread out the internet load amongst your callers. Please review our exploration of internet issues and the impact on scripts here for further assistance.
Browser or browser extension issues disrupting the system
Caller has various parts of the dialer interface missing or including but not limited to the call results and/or script.
The browser extension and add-on ecosystem is huge and some of them do not work well with ThruTalk. There are various reasons for different problems.
We are collecting more data to identify the culprit software for a specific solution. For now, some strategies that work with many browser related issues include:
- Make sure you are using the most updated version of Chrome or Firefox browsers. Other browsers are not recommended and the Opera browser does not work at all in the dialer.
- Run the dialer in "incognito" or private browsing mode to automatically disable most extensions. If you have browser extensions that are set to run in private browsing mode, disable those manually and restart your browser to try again
- Clear your cookies and cache, then restart your device before trying to sign back in.
If you still have issues, try a different device if available and see if the problems persist. ThruTalk works across most laptops, tablets, and computers as long as they can install an updated version of Chrome or Firefox browsers.