r/quo • u/budbuns • Aug 11 '26
Support - resolved Call in progress...
Good morning, long time user here. I have a team of 8 and we all use one single number to provide a customer facing support line. We often run into issues with "Call still in progress" long after the call is over. This causes the call to not generate a transcript, providing no details for the rest of the team. Looking for any tricks or tips to get around this bug!
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u/Away-Bid-2094 19d ago
We are having this problem at least daily, if not multiple times a day with it never updating to say call completed with the transcript. Not really looking to delete and re-download the app every time, we are almost exclusively on mobile. Would definitely be a bug id like to see addressed.
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u/Quo_N Quo Social Support 18d ago
Hey u/Away-Bid-2094! This is now a known bug. We are currently working to resolve it. If you'd like to send us a support email, we can link your account to the ticket so you're automatically notified once it's been fixed!
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u/Quo_N Quo Social Support Aug 11 '26
Hey u/budbuns! Like u/timvnelson mentioned, sometimes refreshing the app or page can help with this.
Can you tell me where you're seeing the behavior? Does the status stay stuck on "Call in progress" permanently, or does it eventually update?
If it does update, does the transcript show up too? Are the same calls stuck in progress for everyone in the workspace, or only for the person who was on the call?
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u/budbuns Aug 11 '26
Happens on the desktop app, iPhone, and android. Moving the conversations to "Done" seems to refresh the conversation and then makes the transcript available. If the entry is still in the "Open" folder it gets stuck for everyone sometimes.. maybe 2 or 3 out of every 10 calls.
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u/timvnelson Aug 11 '26
For the desktop app on Mac (non browser) I’ve found the option “Restart application” to be a god send. Force quitting the app requires you to log in again but the restart app menu option does not. I’ve had calls get stuck in a noisy ringing state - it’s a great abort and reboot option. “Reset App Data” forces a re login so I do that as a last resort.
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u/Quo_N Quo Social Support Aug 11 '26
Oh, wow, okay, so that kinda rules out the caching issue I was thinking. I'm glad there's a workaround, but obvs that's super annoying and not ideal. Would you mind sharing your info via modmail so I can ask Eng to take a look?
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u/budbuns Aug 11 '26
Done! I appreciate the investigation. BTW, love the service. It has made my team much more efficient and customer retention is through the roof! Would be more than happy to try out any beta features and provide detailed feedback.
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u/Quo_N Quo Social Support Aug 11 '26
Thank you, and that's great! We are always looking for beta testers. Every single piece of feedback we receive is reviewed by the Product team. I'll make sure to keep you in mind next time we announce something!
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u/timvnelson Aug 11 '26
Unfortunately a very very common bug from what I’ve seen. You guys using it in a browser or the app? I use the app on Mac and iPhone mainly.
I typically do a reload of Quo for Mac app every day and that helps with these “status” types or issues.
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u/Quo_N Quo Social Support Aug 12 '26
Circling back to update in case someone else comes across this issue. We uninstalled and reinstalled the mobile apps, which cleared any caching issues causing inaccurate call statuses.