ratty-blush•2w ago

Assistant hooks customer.speech.timeout timeout is not working - `timeoutSeconds` bug

I am trying to manage my agents idle call messages using assistant hooks via customer.speech.timeout per the official vapi documentation < https://docs.vapi.ai/assistants/idle-messages > What should happen: When I set the timeoutSeconds to 10 seconds, I expect during the call after 10 seconds of silence that the assistant hook will execute and the agent will say an idle message. What actually happens: The earliest time i can actually get the assistant to execute a hook to send an idle message is after 40 seconds by setting timeoutSeconds to 40 seconds. Providing any setting lower than 40 second timeout does not seem to execute the hook. All assistant hooks set with a 40 seconds or more for timeoutSeconds work, anything lower does not trigger. Edit:

Under further testing I have noticed that the timeoutSeconds doesn't not actually take effect until the call is at least 40 seconds in. For example: Say I set a 10s timeout. - I answer and stay silent immediately. It will not trigger until 40 seconds, that's the earliest trigger point. - I answer and say hello. Agent responds and it's 20s into the call. If i stay silent for 10s, the idle message assistant hook will not trigger still. Its only after 40s into the call if i stay silent then timeout starts to take effect.

- This is my assistant ID to help with inspecting my assistant for trouble shooting purposes if needed: 078429e5-1694-4ef5-8c3b-1f4ffb6064b4 I've also included in the below the hooks configuration for ease of reference too. - This is a call Id to provide evidence to show that the timeoutSeconds for hooks trigger on customer.speech.timeout are not working. You can see in the logs that the first hook to trigger is 40 seconds in, and not 10 seconds as expected. 22b34a59-2d5f-476f-9f90-967d68bd55c6 Could I please get some official Vapi answers on why I am experiencing this bug and what the work around or solution is? Has any one else experienced something similar too?

Idle messages | Vapi

Keep users engaged during conversation pauses

6 Replies

Vapi Support Bot•2w ago

Try explicitly verifying your hook configuration and increasing the timeout slightly to test for processing delays. Here’s a sample configuration for a 10-second idle timeout:

{
  "hooks": [{
    "on": "customer.speech.timeout",
    "options": { "timeoutSeconds": 10, "triggerMaxCount": 2, "triggerResetMode": "onUserSpeech" },
    "do": [{ "type": "say", "exact": "Are you still there?" }]
  }]
}

{
  "hooks": [{
    "on": "customer.speech.timeout",
    "options": { "timeoutSeconds": 10, "triggerMaxCount": 2, "triggerResetMode": "onUserSpeech" },
    "do": [{ "type": "say", "exact": "Are you still there?" }]
  }]
}

If this does not work, check your call logs for any errors and consider reaching out to Vapi support, as the documentation does not mention a known bug with timeouts under 40 seconds (source). Source: - Idle messages

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

ratty-blushOP•4d ago

@Vapi Team Hi there, just a friendly bump here 🙂 Hi @Vapi just a friendly bump here to see if i could please get some support on this issue?

Kyle Brunker•4d 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!

ratty-blushOP•3d ago

Hi Praveen, I have provided all of that in my original post. Could you please take a look?

Kyle Brunker•20h ago

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

ratty-blushOP•18h ago

Great thanks Praveen. Just to let you know that the assitant Id that i shared we have updated the configs of it recently so it doesn't quite represent what it was during the time, however the issue still stands - worth your team replicating it yourself to see.

Assistant hooks customer.speech.timeout timeout is not working - `timeoutSeconds` bug

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