wise-white•16mo ago
Assistant does not transfer call even if it should based on the docs.
Hey team,
I created a simple assistant that calls a support number. When the support rep answers and says "Hello," the assistant gives them a dynamic description of a lead. After the assistant provides the lead description, the support agent says "Transfer Call," and the assistant should transfer the call to connect the support rep with the lead.
The problem is that even though I included the transferCall function and the relevant number for the support rep to transfer the call to, the call is never being transferred. I'm using GPT-4.0 as the model, so it should recognize the intent, but it's still not working.
I'm not sure if it's a bug or an issue with my setup, but any help in figuring it out would be greatly appreciated.
Here are the project details:
Latest call_id: 79da2eca-44e3-4ce8-a178-5219d90043c4
Assistant_id: ff60e45a-5d7b-412c-a619-9882041c993b
Thanks a lot for all the help and support. Much appreciated! 🫶🏻
6 Replies
Hi @David Bogea, I'm an AI assistant for Vapi. I'll analyze available sources and get back to you shortly.
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While I generate an answer, here are some sources that might be helpful:
* Function Calling
* Inbound Support Example
* Call Ended Reason
* Call Forwarding
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Answer
It sounds like you are facing a challenge with the
transferCall function not executing as expected in your Vapi configuration. To troubleshoot this issue effectively, you'll want to review several aspects of your assistant's setup:
1. Check the Assistant Configuration:
Ensure that your assistant's model configuration includes the transferCall function correctly and that the conditions for triggering this function are properly defined in the system's instructions. This function should be set up to activate when the support agent says "Transfer Call". Make sure that there is no typo or error in the trigger phrase and that the conditions are appropriately set to recognize the agent's intent (1) .
2. Review the Call Logs:
Check the call logs in the Vapi dashboard using your call_id to see if there are any errors or warnings that could indicate why the transfer is not occurring. The logs might give you insights into whether the assistant is recognizing the command to transfer the call or if there's an error in processing the request (2) .
3. Testing and Validation:
Test the scenario in a controlled environment to ensure that the assistant behaves as expected. You might want to simulate the conversation several times to pinpoint if the issue is with recognition of the intent or the execution of the transfer function itself.
4. Assistant Model and Version:
Although you mentioned using GPT-4.0, verify that this version supports all the features and functions you are implementing, specifically the dynamic recognition of commands like "Transfer Call" in real-time conversations (1) .
If after these checks the issue still persists, you might consider reviewing the specific codeor configuration setup for your assistant to ensure everything is aligned correctly with Vapi's operational parameters as documented. If necessary, revisiting the documentation for function calling and assistant setup might provide additional insights or overlooked configuration needs.
For detailed guidance on setting up and troubleshooting assistants, you can refer to the Vapi documentation on function calling and call handling, (2) . This should provide comprehensive steps and checks to help resolve the issues you're encountering.
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wise-whiteOP•16mo ago
To provide feedback on the troubleshooting:
1. I did include transferCall clearly in the prompt
2. No issues in the logs and it seems like transferCall is being recognized and triggered yet nothing happens
Got it. Tagging @Vapi Team for additional help.
sensitive-blue•16mo ago
Because you haven't added anything to your forwarding Number
wise-whiteOP•16mo ago
@Sahil Yes, I missunderstoop the api a bit but now it's clear! Thanks a lot for the help! Much appeciated🫶🏻