URGENT: Bidirectional Audio Failure in Production Calls - Org ID: ac4993f3-edcf-484d-a00c-c654245a4a
Dear VAPI Support Team,
We are experiencing a critical production issue with bidirectional audio transmission that is occurring frequently in our live calls. This is causing immediate business disruption as customers cannot hear our agent in real-time and the agent cannot hear customers, despite both appearing in post-call recordings.
Organization ID: ac4993f3-edcf-484d-a00c-c654245a4a6d
Issue Overview
Symptoms:
Client cannot hear agent speaking during live call
Agent cannot hear client's voice during live call
Post-call recordings and transcripts show complete conversation (both sides)
This is happening frequently, not just isolated incidents
Technical Analysis
We compared a working call vs. problematic calls and found critical differences:
Working Call (0199ab4d-ff1f-7668-88eb-3f9774085934):
ElevenLabs: Normal voice processing
Deepgram: Final transcripts contain client messages
Result: Complete bidirectional audio
Problematic Calls (Example: 0199ab28-821d-7337-93d2-684cca7bfa65):
ElevenLabs: Agent message marked as "voice cached"
Deepgram: NO final transcript of client speech
Recording: Only agent voice appears, client audio missing
Result: Complete audio transmission failure
Additional Affected Call IDs:
0199aaf2-9f2c-7eeb-8cfe-8d1e89c1753d
0199a72b-af59-7ffe-bf98-deca3606a396
0199a6e4-b2a3-7772-9f7d-c3547d8e6038
0199ab1c-c988-722d-8f00-d5081d641fe0
0199ab1b-d323-7113-a168-0612caeab07a
Key Findings
ElevenLabs "voice cached" indicator appears in failing calls - suggests audio isn't streaming in real-time
Deepgram shows no client audio transcription despite caller being connected - indicates audio pipeline failure
Recordings contain full conversation - issue is specifically with real-time streaming, not recording
System Configuration
Integration: Go High Level + VAPI + n8n + Twilio
Transcription: Deepgram
Voice Synthesis: ElevenLabs
Affected: Both inbound and outbound calls
We are experiencing a critical production issue with bidirectional audio transmission that is occurring frequently in our live calls. This is causing immediate business disruption as customers cannot hear our agent in real-time and the agent cannot hear customers, despite both appearing in post-call recordings.
Organization ID: ac4993f3-edcf-484d-a00c-c654245a4a6d
Issue Overview
Symptoms:
Client cannot hear agent speaking during live call
Agent cannot hear client's voice during live call
Post-call recordings and transcripts show complete conversation (both sides)
This is happening frequently, not just isolated incidents
Technical Analysis
We compared a working call vs. problematic calls and found critical differences:
Working Call (0199ab4d-ff1f-7668-88eb-3f9774085934):
ElevenLabs: Normal voice processing
Deepgram: Final transcripts contain client messages
Result: Complete bidirectional audio
Problematic Calls (Example: 0199ab28-821d-7337-93d2-684cca7bfa65):
ElevenLabs: Agent message marked as "voice cached"
Deepgram: NO final transcript of client speech
Recording: Only agent voice appears, client audio missing
Result: Complete audio transmission failure
Additional Affected Call IDs:
0199aaf2-9f2c-7eeb-8cfe-8d1e89c1753d
0199a72b-af59-7ffe-bf98-deca3606a396
0199a6e4-b2a3-7772-9f7d-c3547d8e6038
0199ab1c-c988-722d-8f00-d5081d641fe0
0199ab1b-d323-7113-a168-0612caeab07a
Key Findings
ElevenLabs "voice cached" indicator appears in failing calls - suggests audio isn't streaming in real-time
Deepgram shows no client audio transcription despite caller being connected - indicates audio pipeline failure
Recordings contain full conversation - issue is specifically with real-time streaming, not recording
System Configuration
Integration: Go High Level + VAPI + n8n + Twilio
Transcription: Deepgram
Voice Synthesis: ElevenLabs
Affected: Both inbound and outbound calls
