VAPI•6mo ago

AI loops and does not transfer call

@Vapi hi team, staff member calls in sick which AI is instructed to transfer to manager. The AI repeatedly offered to connect the user to a duty manager for immediate action, despite the user's repeated affirmations. The enquiry was not resolved as the AI continued to loop, and the call ultimately ended with the customer hanging up.

Could we please take a look into why this is happening?

Call ID: ba777fde-6a3b-4b1a-9d6a-d88a209f775c
00:12 - AI mentioned it will connect them to manager. Caller confirms "yes" to be transferred. AI then says "Oh, so sorry. Could you please clarify your query? Or let me know how I can assist you today?" and the conversation loops another 6 times. The transfer doesnt go through.

injured-turquoise•7/10/25, 3:46 AM

@Vapi Same issue the ai keeps on looping but not transfering call.

injured-turquoise•7/11/25, 2:56 AM

@Vapi This is issue havent solved yet

injured-turquoise•7/11/25, 7:52 AM

@Vapi Team @Vapi Vapi's own support voice assistant also looping. Please resolve this looping issue as soon as possible.

KyleAPP•7/11/25, 2:16 PM

Hey Beck, thanks for sharing your details. Our team will look into it and get back to you soon with an update.

Lopping in @Shubham Bajaj

Ccomprehensive-tomato Hey Beck, thanks for sharing your details. Our team will look into it and get ba...

unexpected-ivoryOP•7/16/25, 12:13 AM

Following up to see if we have any insight or update on this one. thanks!

Iinjured-turquoise @Vapi Team @Vapi Vapi's own support voice assistant also looping. Please resolve...

unexpected-ivoryOP•7/16/25, 12:14 AM

Hey @CyberG7 , did you have any luck with fixing this? Hoping to gain insight on how we can fix this issue!

KyleAPP•7/16/25, 11:43 PM

Hey Beck,

I wanted to let you know that we're managing a high volume of support requests at
the moment, so our response time might be a bit slower than usual.
I truly appreciate your understanding and will get back to you as soon as possible!

Thanks again for your patience!

Uunexpected-ivory Hey @CyberG7 , did you have any luck with fixing this? Hoping to gain insight on...

injured-turquoise•7/18/25, 1:18 AM

The issue haven't solved yet.

KyleAPP•7/19/25, 6:04 PM

Hey Beck,

I sincerely apologize for the delay in our responses this week. We experimented with some process adjustments that didn’t work as intended, and unfortunately, this caused some disruptions. That’s entirely my responsibility.

Just a quick note—our team is unavailable on weekends. However, if something urgent or critical comes up, feel free to reach out to me directly, and I’ll assist you.

The support issues will be resolved in the coming weeks, and starting Monday, you can expect more consistent and improved support. Thank you so much for your patience and for continuing to stick with us!

KyleAPP•7/26/25, 1:41 PM

Hi,

First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it.

Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing:

Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries.
Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times.
Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us:
Accounts with usage over 1,000 minutes/month will receive prioritized support.
For all general inquiries, we’re establishing a standardized 48-hour response time.

We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible.

Thank you for your continued patience and for being part of our journey.

Warm regards,

Vapi Team

unexpected-ivoryOP•7/29/25, 4:15 AM

@Vapi team, following up on this issue. thanks.

KyleAPP•7/30/25, 7:09 PM

Hey Beck, our team checked your issue and found that the call was not forwarded by the assistant because the customer ended the call. It seems there might have been a mistake with the user prompt.

KyleAPP•7/30/25, 7:23 PM

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!

Ccomprehensive-tomato Hey! To help track down this issue, could you share: \- The call ID \- When ex...

unexpected-ivoryOP•8/7/25, 6:43 AM

Hi @Praveen These details are in my original post, thanks.

unexpected-ivoryOP•8/12/25, 4:16 AM

Hi @Vapi, do we have any update on this?

KyleAPP•8/17/25, 3:30 AM

Could you please share a more recent call id with this issue? Preferably within the last <7 days

AI loops and does not transfer call

Similar Threads

Similar Threads

Similar Threads