wise-white•4mo ago

Keypad input

Hey i just enabled keypad input and i want it to be working and want that people just can input there phone number instead of only speech but after enabling it i checked that but its not working i set that also mentioned in the prompt ai is answering very good but not taking inputs while am pressing that

10 Replies

wise-whiteOP•4mo ago

Hello Hello can anybody help me

Sahil•4mo ago

Hi, could you please provide a call id where you experienced this issue? We would like to review the logs to identify the cause.

wise-whiteOP•4mo ago

This is the structured data This is the prompt that i am using to trigger that and am facing it every call as the tool is not getting triggered in any call

Sahil•4mo ago

Hey! To help track down this issue, could you share: - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead
This would really help us figure out what went wrong!

wise-whiteOP•4mo ago

Actually we already had a meeting with kyle and we gave info to him 762f86ef-60a6-49ab-b4d0-058d56a33df5 6f1332be-9804-438f-9359-7329556bc408 Here are two call ids The response we are expecting is whenever a person press 1 then agent continue in english if 2 then spanish if 3 then transfer and also person can input the phone number also instead of speaking But right now nothing is working the tool is not getting triggered itself And we want it for every-call and we set that up completely even kyle said that’s strange its not working

Sahil•4mo ago

looking into it. Why Your Call Failed: 1. No Real DTMF Detection: Customer said "English" by voice, not keypad 2. Tool Misuse: Assistant incorrectly called dtmf_tool 3. Configuration Confusion: System trying to interpret speech as digits What I Found in Your Call Logs: - No "Keypad received from customer: X" log entries - Assistant calling dtmf_tool based on speech interpretation - No actual DTMF events in the message stream Root Cause: The system isn't detecting real keypad button presses, only interpreting speech.

System Message Logic Fix Remove this incorrect instruction:
"[TASK] After collecting the user's keypad input trigger dtmf_tool tool with the collected value."

Replace With:

KEYPAD INPUT HANDLING:
When the system detects keypad input, you will receive a message like 'User's Keypad Entry: X'. Process these automatically:
- '1' = English mode
- '2' = Spanish mode  
- '3' = Transfer call
- For phone numbers: Collect all digits until # delimiter

KEYPAD INPUT HANDLING:
When the system detects keypad input, you will receive a message like 'User's Keypad Entry: X'. Process these automatically:
- '1' = English mode
- '2' = Spanish mode  
- '3' = Transfer call
- For phone numbers: Collect all digits until # delimiter

Lastly remove the tool dtmf_tool, from assistant tools.

Try 2-3 calls and let me know how it goes.

wise-whiteOP•4mo ago

Customer tried pressing the keys but no response by AI and another thing that people would not press # or any delimiter they will only press the numbers but yeah lemme try it with this

Sahil•4mo ago

Hey! To help track down this issue, could you share: - The call IDs
This would really help us figure out what went wrong!

national-gold•3mo ago

Hello @Shubham Bajaj we are facing the same problem. The call id is 15316b43-b235-40a5-bc47-7a8fb7ea679c

Sahil•3mo ago

This ticket has been marked as solved, and as a result, you will no longer receive any further responses. Kindly create a new support ticket to escalate your inquiry. 

Keypad input

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