VAPI•3mo ago

Call Recording in Vapi is not what happened in the call

I have the real call recorded on High Level, but the Vapi Recording, Transcript, Messages, do not match the actual call.
I have the Clients recording on one side, and a totally different Assistant talking on the other side who seems to be talking the the client. but the client is talking over it because he is talking to a different agent.

Vapi Support BotAPP•10/2/25, 6:40 PM

To address the mismatch between your Vapi recording/transcript and the actual call, please gather the following details and report the issue to Vapi support:

Call ID from the affected call
Timestamp where the mismatch occurs
Description of what happened vs. what you expected
Screen recording (if possible) showing the issue

You can find the Call ID and access call logs in your Vapi dashboard under Calls. Providing this information will help the support team investigate and resolve the discrepancy efficiently.
See reporting guide

Source:

How to Report Issues Effectively

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

worthy-azureOP•10/2/25, 6:40 PM

org id: 36865f5a-e735-4c0a-b217-8a71ad75793d
call ID: 0199a5d6-c874-7fff-9dc2-5aa3a57f4217
time: Oct 02, 10:52:21.471

worthy-azureOP•10/2/25, 6:49 PM

https://www.loom.com/share/69e1f03b7cbb4eeab17d8382be2cdb95?sid=8437c6f1-acef-4981-9266-eb35c9c0ca73

Loom

Troubleshooting Bot Issues in Client Calls 📞

In this video, I’m reviewing a call recording for our debt relief service, and I've encountered some significant issues with the bot's functionality. The bot incorrectly states that the caller got disconnected when, in fact, they were transferred to a specialist. This has resulted in mismatched audio and transcripts, making it look like the cl...

worthy-azureOP•10/2/25, 6:52 PM

@Vapi Support Bot i posted all info requested, what should i tell my client about a recording that does not match the conversation he had?

Vapi Support BotAPP•10/2/25, 6:53 PM

You can tell your client:
"We have identified a discrepancy between the Vapi call recording and the actual conversation. All relevant details have been submitted to Vapi support for investigation, and we are awaiting their resolution. We will keep you updated as soon as we receive more information."
This approach is transparent and assures your client that the issue is being actively addressed.

Source:

How to Report Issues Effectively

KyleAPP•10/6/25, 6:18 PM

Could you also provide some of the logs from the GHL side of this exact call? We would like to do some data comparison as far as call id, or any relevant information that would help us track down the real call data.

Ccomprehensive-tomato Could you also provide some of the logs from the GHL side of this exact call? We...

worthy-azureOP•10/7/25, 7:37 PM

We use Twilio

We have an inbound number added to GHL, this number is forwarded to the number added to Vapi, this way we have the recording on HL and its in reporting as well in HL.

these are the properties for the call to the vapi number, the Parent call SID is the inbound number that forwarded the call.

Properties:
Call SID
CA623b21c30bd676c888b1505a9561c1f9
Date
10:52:20 CST 2025-10-02
Start Time
10:52:21 CST 2025-10-02
End Time
10:54:11 CST 2025-10-02
Duration
1 min 50 sec
Parent Call SID
CA907524cae74d34b764672b09abc0e0bd

worthy-azureOP•10/7/25, 7:38 PM

im not sure what exactly you need from the logs

worthy-azureOP•10/7/25, 7:38 PM

the recording on Vapi does not exist on Twilio or GHL

worthy-azureOP•10/7/25, 7:39 PM

Vapi had its own separate conversation with the client at the same time as the real conversation and added the separate convo to the vapi logs

worthy-azureOP•10/7/25, 7:41 PM

the real conversation the client heard, that is recorded on Twilio was buggy with the agent repeating itself several times, I can not see why it bugged out tho because the logs for the real conversation do not exist on Vapi

worthy-azureOP•10/7/25, 7:44 PM

This setup is working fine for other agents for months, and this setup and this agent have several succesfull calls its just tis one call that is bugged right out

Ccomprehensive-tomato Could you also provide some of the logs from the GHL side of this exact call? We...

worthy-azureOP•10/10/25, 9:06 PM

any news on this?
do you need anything else?

KyleAPP•11/3/25, 9:46 PM

We apologize for the delay in responses lately. We are in process of making some changes to our workflow in how we handle support requests. The good news is that we are starting to get back on track of having a 48 hour response time and we would like to start cleaning up anything old.

With that being said, just wanted to check in with you to see if you have made any progress or changes to your project since support has last reached out.

Call Recording in Vapi is not what happened in the call

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