Can't hear new 'typing sound' on live calls

Support Help
1

We turned on the Play typing sound for the extract variable node and it comes across loud and clear during testing in the dashboard, but is not heard during live calls.

Example: call_8dd28b9bd2fdc8a24a5dfb42c1f

Here’s a test call I did in the dashboard. I could hear the sound during testing, but here in the recording it’s inaudible: call_5a10faa2c06a990c36c7397362c

2

Hey @george1 I have sent this call to the team for Review. Thank You

3

Hello @george1 We investigated the issue and we have our following findings below:

  • The dashboard test where it worked: agent agent_9016e2c142d7485c5e3de2239c (“T2 Voice”)
  • The phone call where it didn’t: agent agent_5c99a93f3b252cfad546c78db2 (“T1 Voice”)

“Play typing sound” is a per-node toggle on each Extract Variable node. It’s worth confirming the toggle is enabled on every Extract Variable node in the T1 flow (conversation_flow_f67e9b9049ad), not just the T2 flow you tested. If T1’s nodes don’t have it turned on, that’s the cause.

One other thing to keep in mind: the three Extract Variable calls on the phone leg each completed in roughly 1–1.5 seconds. Even with the typing sound firing correctly, a SFX window that short can sound clipped or be easy to miss over PSTN audio.

Could you please check the T1 flow’s Extract Variable nodes and confirm the toggle state? If it’s enabled across the board and you’re still not hearing it on phone calls then please do let us know and share a few call ids for the same

Regards