What is Verbal?

Verbal is an AI platform that helps organizations drive billing compliance, compliance protocols, and patient experience best practices. It’s designed to help patient facing staff stay on top of compliance requirements and drive productivity through real-time technology. 

My call isn’t showing up in the reports page

Symptom: The user completed a call but it’s not showing up in their call/reports list

Check your filters, i.e., date range, not applicable, call types. If all filters have been removed and it’s still not showing up, try logging out and logging in. If that still does not fix it, escalate. 

I can’t remember my password

Use the "Forgot password?" link on the Verbal login page. You’ll receive an email with a link to reset your password. Once you've created a new password, use it to log in.

The Chrome extension only captures one side of the conversation:

Symptom: The Chrome Extension isn’t recording the call.

If the Chrome Extension only captures your side of the conversation:
This typically happens when recording is started on the wrong Chrome tab.
✅ Fix: Open the tab where your call is actually taking place and click the Verbal Chrome Extension there. Verbal can only capture audio from the correct tab.

The Chrome extension is not recording calls

Symptom: The Chrome Extension isn’t recording the call.

Let’s make sure the Chrome extension is being used in the tab where the call is actually happening. For example, if the call is taking place in Google Meet, you should open the extension in the Google Meet tab.

Opening the extension in the wrong tab can lead to issues—like only capturing one side of the conversation or the recording ending immediately. For instance, if the extension is opened inside the Verbal app, it will stop recording right away since that tab doesn’t stream audio.

Transcription is duplicating what's being said

Checklist:

• Confirm whether they are using the Verbal Chrome Extension.
  
• Confirm whether they are using headphones.
  
  

Most likely cause: They’re not using headphones, which causes echo (computer speakers + mic picking up both sides), leading to duplicated transcription.
🎧 Fix: Use headphones to ensure clean, accurate recording and transcription.

The summaries are not being generated

Verbal automatically retries summary generation within 2 hours after a failure.
✅ Ask the user to check whether the summary has been processed since this conversation began.

Next steps:

• Is the transcript visible?
  
• Is the audio recording available?
  

If both are present, the issue is isolated to the summary. If not, it may indicate a broader problem—escalate accordingly with these notes. 

The checklist not loading

• Check whether this happens during a call or in reviewing call history
• If during a call
  
  • Check the call type that has been selected. Some organizations have multiple call types, some of which don’t have a checklist–only transcript and summary. 
• If reviewing call history
  
  • Again, check the call type. Some organizations have multiple call types, some of which don’t have a checklist–only transcript and summary. 
  • If the call type does have a checklist, confirm whether the call was automatically designated “Not applicable”. This is done automatically for a call below 60 seconds, or if a user has manually designated a call as not applicable. 
  • If none of the above apply, escalate the call. 

The Verbal bot is not joining my Zoom call

Most likely cause: The user has not completed Zoom authentication.

✅ Fix: If they're logged in and still experiencing the issue, ask them to log out, and before signing in again, please clear your browser cache (see instructions for how to clear cache if needed in this doc).

• Sign in to Verbal—you should see a screen prompting you to authorize Verbal with Zoom.

Zoom is joining calls but I don’t want it to for certain calls

1. Fully Sign Out of Verbal:
   
   • Don’t just close the tab—click the menu (☰ top right) and select Sign Out.
     
   • You may need to log back in to complete the sign-out process.
     
     
2. Managers Only – Disable Recording for Yourself:
   
   • Go to ☰ → Manage Users → Click your name.
     
   • Toggle off "Calls recorded into Verbal" to stop recording your own calls. You’ll still retain access for audit purposes.
     

How to clear my browser’s cache

• Open Chrome.
  
• Click the three-dot menu in the top-right corner.
  
• Select Clear browsing data.
  
• Go to the Advanced tab.
  
• Check Cookies and other site data and Cached images and files.
  
• Click Clear data.

How to ask for a specific call ID #

To provide targeted feedback, it’s often helpful to review the logs from a specific call. To request the call ID, ask the user to copy and paste the entire URL of the call details screen in Verbal into an email and send to support@tryverbal.com 

To access the settings menu of Verbal

Click on the top right “hamburger menu” which is three horizontal lines. This is where the “Sign Out” button is located. 

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