fascinating-indigo•4d ago

Frequent Call Terminations Due to 11labs TTS Errors

Hello Vapi Support Team, Recently, we have noticed that calls are frequently terminating due to errors related to 11labs TTS. Could you please investigate this issue? call_ids: bfc00424-4e59-47ab-9dd3-9dbadf368529 1e982742-9ab3-4cb0-96df-83e275356e7c Additionally, we have configured a fallbackPlan to mitigate these errors, but it only seems to work occasionally. We would greatly appreciate it if you could look into why this is happening as well. Thank you for your support.

5 Replies

Vapi Support Bot•4d ago

To ensure your fallbackPlan is configured correctly, double-check that your assistant's voice configuration follows this structure and uses valid provider/voiceId pairs:

{
  "voice": {
    "provider": "11labs",
    "voiceId": "your-primary-voice-id",
    "fallbackPlan": {
      "voices": [
        { "provider": "openai", "voiceId": "shimmer" },
        { "provider": "cartesia", "voiceId": "248be419-c632-4f23-adf1-5324ed7dbf1d" }
      ]
    }
  }
}

{
  "voice": {
    "provider": "11labs",
    "voiceId": "your-primary-voice-id",
    "fallbackPlan": {
      "voices": [
        { "provider": "openai", "voiceId": "shimmer" },
        { "provider": "cartesia", "voiceId": "248be419-c632-4f23-adf1-5324ed7dbf1d" }
      ]
    }
  }
}

Tip: The order matters—Vapi will try each fallback in sequence if the primary fails. Make sure all providers and voice IDs are valid and supported.
For more details, see the voice fallback plan documentation. Source: - Voice Fallback Plan

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

fascinating-indigoOP•4d ago

fascinating-indigoOP•3d ago

I’s happening again today. Sorry but I need you to check it urgently. call_ids 5a350983-94e9-4e70-ae26-3a00b824bb02 3e664051-957b-4d7b-bc59-3a06482ce207 6b483640-a375-433b-bcfe-5358b9fc1588

Kyle Brunker•2d ago

Hey! To help track down this issue, could you share: - 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!

fascinating-indigoOP•13h ago

Thank you for your support. The call starts, but the AI assistant doesn’t say anything and the call gets disconnected. The call ends a few seconds after it starts. Looking at the call logs, an error with 11labs voice has occurred.

Frequent Call Terminations Due to 11labs TTS Errors

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