Common issues

Almost everything that “doesn’t work” in TopClosers comes down to one of three things: an integration that isn’t active, an email that doesn’t match, or an agency with no subscription. This page goes problem by problem.

Check these first

Three things, 30 seconds: the subscription is active (Manage → Subscription), the recorder shows as Active (Manage → Integrations), and the closer’s email is the same one they record with. That covers most cases.

A call never arrives

Symptom. The closer recorded the meeting, the recording exists in Fathom or Bluedot, but nothing shows up in Calls.

Likely causes.

• The agency is on the Free plan or the trial ran out. Without an active subscription, no new recordings come in.
• The closer hasn’t connected their recorder, or connected it and later disconnected it.
• The recording is still being processed by the recorder. TopClosers receives it when the transcript is ready, not when you hang up.
• In Bluedot, the endpoint you registered isn’t subscribed to the event that carries the transcript.

How to fix it.

1. Check Manage → Subscription. If it says Free plan, start the trial or reactivate the subscription — see Plans, trial and billing.
2. Go to Manage → Integrations and confirm that closer’s recorder shows as Active.
3. Give it a few more minutes. A long call takes a while to transcribe.
4. On Fathom, use Import 7 days to pull in whatever was missed. See Fathom.
5. On Bluedot, check inside Bluedot that the endpoint is subscribed to all events. See Bluedot.

Bluedot has no import

Whatever didn’t arrive through Bluedot at the time cannot be recovered later. If you are going to be without a subscription for a few days, plan for that.

A call arrives but isn’t assigned to any closer

Symptom. The call shows up in the list flagged as needs attention or unassigned, with no score.

Cause. TopClosers attributes every recording by the email it was recorded with. If that email doesn’t match any team member — because the closer records with a personal address, because they were invited with a different one, or because the recording account belongs to the agency rather than to a person — there is nobody to assign it to.

How to fix it.

1. Open Calls and assign the right closer straight from the row. Scoring starts on its own as soon as you do.
2. To stop it happening again, line the emails up: the invitation email must be exactly the one that person records with. See Team.
3. If a closer changes the email they record with, reconnect their recorder with the new account.

Nothing is ever lost

An unassigned call keeps its recording and its transcript. It is only waiting for you to put a name on it.

The analysis fails or gets stuck

Symptom. The call sits on Analysing for a long time, or ends up as Analysis failed.

Likely causes.

• There is no active manual. With no rubric there is nothing to score against.
• The transcript is too short or practically empty: a 40-second call, or a meeting where nobody spoke, gives nothing to work with.
• A one-off failure while the report was being generated.

How to fix it.

1. Confirm you have a manual uploaded and its rubric approved in Sales manual.
2. Retry the analysis from the call itself.
3. Open the transcript and look at it: if it is empty or a fragment, the problem is in the recording, not in TopClosers.
4. If it keeps failing on normal calls, open a ticket naming the call in question. See Account and support.

The score looks unfair, or a phase scores 0

Symptom. The closer feels the call went well but the score is low, or one specific phase comes out at 0 across very different calls.

Cause. The score comes from your rubric, not from a generic standard. A repeated 0 almost always means one of two things: that phase didn’t happen on the call, or its criteria are written in a way the AI cannot mark as met from what is said in the transcript.

How to fix it.

1. Open the analysis and read the criteria for that phase before the score. It shows exactly what was looked for and not found. See Call analysis.
2. If the criterion is vague (“do good discovery”), rewrite it in observable terms (“asks about the available budget”). See Sales manual.
3. Review the weights: a phase that rarely applies but carries a big weight drags the overall score down.
4. If the call wasn’t a normal sales call — a technical demo, an internal meeting, a 5-minute follow-up — exclude it from scoring from the call itself. It stops counting towards averages, but still counts for volume and cash.

Changing the rubric doesn’t erase the past

Editing or regenerating the rubric doesn’t destroy phase scores already calculated. Previous reports stay readable exactly as they were generated.

Appointments don’t show up

Symptom. The team has meetings booked but Appointments is empty or missing days.

Likely causes.

• No CRM or scheduler is connected.
• The connection shows as Expired: it stopped syncing.
• In Calendly, the event types for those meetings aren’t selected as sales calls.
• The agency is on the Free plan: no new appointments come in and imports are blocked.

How to fix it.

1. Go to Manage → Integrations and check the status of GoHighLevel or Calendly. If it is expired, click Reconnect — your existing data is untouched.
2. In Calendly, open Choose event types and tick the ones that count as sales calls.
3. Use the import to pull in the last few days in one go.
4. Check the subscription in Plans, trial and billing.

A call isn’t linked to its appointment

Symptom. The appointment is there and the call is there, but the appointment row says there is no recording.

Cause. The link between call and appointment is made when the contact and the time slot line up. If the meeting moved a long way from the scheduled time, if the lead joined with a different email, or if the appointment has no contact attached, there is nothing to cross-reference.

How to fix it. Little to do, and little to lose: the analysis never depends on this link. The call is scored the same and the coaching is identical. Only the outcome reporting suffers. To make the link happen more often:

• Keep the lead’s email correct in the CRM.
• Reschedule in the CRM instead of moving the meeting over messages.
• On Bluedot, connect your calendar as well: without it the attendee emails don’t come through and the match is impossible.

More context in Appointments.

Commissions come out at zero

Symptom. There are closed sales but Commissions shows 0.

Likely causes.

• The call was marked as closed with no product. With no product there is no commission rule to apply.
• The product exists but has no commission rule configured.
• The sale is set to Pending payment: sold, but the money hasn’t landed. It counts as pending, not as earned.
• No amount was recorded.

How to fix it.

1. Create your products with their commission rule — percentage or fixed amount — in Products.
2. Go back to the closed calls and edit their outcome: pick the product and enter the amount.
3. When the money lands, move the outcome from pending payment to closed.
4. Review what each figure means in Commissions.

The commission is fixed when the sale is recorded

Every sale stores the rule that was in force when it was recorded. Changing a product’s rule doesn’t recalculate old sales — that is deliberate, so what has already been paid doesn’t move.

A closer can’t see something they expect to see

Symptom. A team member says a menu, a dashboard or some calls are missing.

Cause. It is almost always the role, working as intended. A closer sees only their own and has no access to agency management.

A closer doesn’t see: the sales manual, the team, products, the subscription, nor their teammates’ calls, scores, appointments and commissions.

A closer does see: their own calls and feedback, their coaching, their appointments, their statistics and commissions, and the connection for their own recorder.

How to fix it. If that person needs to see the whole team, they have to be an agency owner. It isn’t something you can toggle screen by screen. See Team and the role table in What is TopClosers?.

The invitation email didn’t arrive

Symptom. You invited a closer and they say nothing came through.

Likely causes. Spam filter, a mistyped address, or the invitation expired before they opened it.

How to fix it.

1. Have them check spam and junk.
2. Check the address letter by letter in Team — it is the same one that later attributes their recordings.
3. If the invitation shows as expired or already used, cancel it and send a new one.
4. If it still doesn’t arrive, have them sign in on their own from the sign-in screen with that same email, then resend the invitation link.

The recorder shows as disconnected

Symptom. In Integrations, a closer’s recorder shows as Not connected or Expired, and their calls have stopped coming in.

Likely causes.

• On Fathom: the API key was regenerated, revoked, or the account changed.
• On Bluedot: the endpoint was deleted inside Bluedot, or the signing secret was rotated.
• Someone clicked Disconnect, or picked a different recorder for that person (picking one replaces the other).

How to fix it.

1. Reconnect from Manage → Integrations, on that closer’s row: paste the new key in Fathom, or paste the signing secret again in Bluedot.
2. On Fathom, after reconnecting use Import 7 days to recover what was lost.
3. Remember each person records with one tool only. Connecting the second one replaces the first.

Calls already imported and their feedback are not lost when you disconnect or reconnect.

Still not working

Ask Help first, the assistant in the sidebar: it answers from this documentation and can look at how your agency is configured. If that doesn’t solve it, open a ticket from your user menu saying what you expected, what happened, and when it started. It is covered in Account and support.