VAPI•2y ago

Unexpected transfer of calls

call ids

36e082ef-6017-4070-868e-e2586628bf7f
bf8ec9cd-bc5a-4068-8cf4-388a9c991215

The bot should have continued the conversation instead of transferring the call right away. Is there anything wrong in the assistant configuration?

Ask Inkeep•5/23/24, 9:13 AM

Hi @sumit03guha, I'm an AI assistant for Vapi. I'll analyze available sources and get back to you shortly.

Ask Inkeep•5/23/24, 9:14 AM

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While I generate an answer, here are some sources that might be helpful:

Inbound Support Example
Function Calling
Call Ended Reason
Call Forwarding
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Ask Inkeep•5/23/24, 9:14 AM

Answer

It sounds like the unexpected call transfers might be related to how the assistant's model is configured to handle the conversation, particularly regarding triggering functions like transferCalltransferCall.

In cases where the assistant unexpectedly transfers calls, it could be due to the system prompt or model settings that misinterpret user intents or prematurely trigger call transfer functions. It's important to review the assistant's configuration, especially the messagesmessages and functionsfunctions sections in the model definition. You might want to ensure that the conditions under which the transferCalltransferCall function is triggered are clearly defined and appropriate for your use case (1) .

If you continue to experience issues, you may consider adding more refined conditions or checks before the assistant decides to transfer a call, ensuring that it aligns better with the intended user interactions. Additionally, examining the conversation transcripts in detail to identify any patterns or specific phrases triggering the transfer could be helpful. If the problem persists, you may need to adjust the model's configuration or the system prompt to handle user intents more accurately.

For detailed guidance on configuring these functions and handling call transfers, please refer to the Function Calling documentation.

Sources
[1] Function Calling