FAQ & Troubleshooting

General Questions

What file formats can I upload?

Aelo supports the following audio formats: MP3, WAV, M4A, OGG, WEBM, FLAC. For chat conversations, use the CRM integration or upload structured text data.

How long does it take to process a recording?

Processing time depends on the recording duration and current system load. Typical processing:

• Transcription: 30 seconds to 2 minutes
• Analysis: 1 to 3 minutes
• Total: Most recordings complete within 5 minutes

What languages are supported?

Aelo supports conversation analysis in English, Russian, Ukrainian, and Spanish. The ASR providers support additional languages for transcription; contact your administrator for specifics.

Can I change my role?

Roles are assigned by the organization’s Client (owner). Contact your organization administrator to request a role change.

How is the quality score calculated?

The quality score (0–100) is a weighted average of individual analysis module scores. The weights and enabled modules depend on the evaluation profile assigned to the record’s project. See Evaluation Criteria for details.

Can I use Aelo without Bitrix24?

Yes. Bitrix24 integration is optional. You can use Aelo as a standalone platform by uploading recordings manually or integrating via webhooks.

What browsers are supported?

Aelo works in all modern browsers: Chrome, Firefox, Safari, Edge. We recommend the latest version of Chrome for the best experience.

Is there a mobile app?

Aelo is a responsive web application. The interface adapts to mobile screens, and the sidebar becomes a slide-out drawer on smaller devices. There is no native mobile app at this time.

Account & Access

I didn’t receive my invitation email

• Check your spam/junk folder.
• Verify the email address with your administrator.
• Ask the administrator to resend the invitation from the Team page.
• Invitation links expire after 7 days — request a new one if expired.

I can’t access certain features

Your access depends on your assigned role. See the Permission Matrix for a full breakdown of what each role can do. Contact your organization’s Client to request a role change.

I belong to multiple organizations — how do I switch?

Use the organization selector in the sidebar header. Click the current organization name and select the one you want to switch to.

Uploading & Processing

My upload failed

Common causes:

• Unsupported format — ensure the file is MP3, WAV, M4A, OGG, WEBM, or FLAC.
• File too large — check your organization’s file size limit with your administrator.
• No project selected — every upload must be assigned to a project.
• Budget exhausted — the project’s monthly budget limit may have been reached.

A record is stuck in “Pending” status

If a record stays in “Pending” for more than 10 minutes:

1. Try the Retry button in the record detail view.
2. If retry fails, check if the project’s budget has been exhausted.
3. Contact your administrator if the issue persists.

A record failed — what do I do?

1. Open the record detail view.
2. Check the error message displayed.
3. Click Retry to resubmit for processing.
4. If the error persists, common causes include:
   • Audio file is corrupted or empty
   • Audio is too short (less than a few seconds)
   • ASR provider is temporarily unavailable

Can I re-analyze a completed record?

Yes. Open the record detail view and click Re-analyze. This is useful after changing evaluation criteria to see updated scores. Only Client and Admin roles can re-analyze.

Quality & Analysis

Why are scores different for similar conversations?

Scores depend on the evaluation profile assigned to the project. Different profiles emphasize different aspects (e.g., sales vs. support). Ensure you’re comparing records within the same project or using the same profile.

The AI analysis seems inaccurate

AI analysis quality depends on several factors:

• Audio quality — poor recordings lead to transcription errors
• Language match — ensure the project language matches the conversation language
• Evaluation profile — the profile may need tuning for your specific use case
• Provider choice — different ASR/LLM providers have different strengths

Try re-analyzing with a different provider or adjusting the evaluation profile.

What does “Attention Flag” mean?

The attention flag marks conversations that the AI believes need manual human review — typically due to compliance issues, extremely low scores, or unusual patterns.

CRM Integration

Bitrix24 connection fails

• Verify your Bitrix24 domain is correct (e.g., yourcompany.bitrix24.com).
• Ensure your Bitrix24 account has administrator permissions.
• Check that the Aelo app is installed and authorized in Bitrix24.
• If using a custom domain, ensure it’s properly configured.

Analysis results aren’t appearing in CRM

1. Check field mapping — ensure Aelo fields are mapped to valid CRM fields.
2. Check the Delivery tab in the embedded dashboard for delivery errors.
3. Verify the CRM entity exists and hasn’t been deleted.
4. Test with Test Delivery in CRM Integration settings.
5. Check that the Bitrix24 access token hasn’t expired — re-authorize if needed.

Records aren’t being created automatically from Bitrix24 calls

1. Verify auto-sync is enabled in Settings > CRM Integration.
2. Check routing rules — incoming events need to match a rule to be assigned to a project.
3. Review the Activity Log in Settings to see if events are being received.
4. Ensure your Bitrix24 telephony integration is properly configured to share recordings.

Alerts & Notifications

I’m not receiving alert notifications

1. Check that the notification channel is configured in Settings > Notifications.
2. Verify alert rules are enabled (not disabled).
3. For email: check spam folder and verify the email address.
4. For Telegram: ensure the bot is active and the chat ID is correct.
5. For webhooks: verify the endpoint URL is accessible.

Too many alerts — how do I reduce them?

• Increase the threshold values in your alert rules (e.g., alert only below score 30 instead of 50).
• Reduce the severity level for less critical rules.
• Disable rules that are no longer relevant.
• Use project scope to limit rules to specific projects.

Performance & Display

The dashboard is loading slowly

• Clear your browser cache and reload.
• Try a different browser.
• If using many filters, reduce the date range.
• Check your internet connection.

Charts or data are not displaying

• Ensure JavaScript is enabled in your browser.
• Try disabling browser extensions (ad blockers may interfere).
• Clear browser cache and reload the page.
• If the issue persists, try an incognito/private window.

Data seems outdated

Aelo updates dashboards and metrics in near real-time. If data appears stale:

• Refresh the page.
• Check the date range selector — it may be set to an old period.
• Recently uploaded records may still be processing (check record status).

Contact Support

If you can’t resolve your issue using this guide:

1. Gather details: what you were doing, what happened, any error messages.
2. Note your browser, operating system, and the URL where the issue occurred.
3. Contact your organization administrator, who can escalate to Aelo support.