VAPI•2mo ago

Assistant just hung up on customer

I have this call: https://dashboard.vapi.ai/calls/019a7a23-607b-7bb9-88c7-58d12e14f287

I don't understand why it hung up while the person was talking, without warning. How do we prevent this from happening again?

Vapi Support BotAPP•11/12/25, 10:26 PM

To understand why the assistant hung up, check the call's

endedReason

endedReason

in your Vapi dashboard or via the API. For example, you can use the following API call to retrieve the call object:

curl -X GET "https://api.vapi.ai/call/019a7a23-607b-7bb9-88c7-58d12e14f287" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json"

curl -X GET "https://api.vapi.ai/call/019a7a23-607b-7bb9-88c7-58d12e14f287" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json"

Review the

endedReason

endedReason

field in the response to identify the cause and consult the Call ended reasons documentation for next steps.

Sources:

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

Original message was deleted

yummy-tealOP•11/13/25, 5:39 PM

Im using custom parameters

yummy-tealOP•11/14/25, 1:02 AM

the ended reason is assistant ended the call

yummy-tealOP•11/14/25, 1:06 AM

@Manja manna I'm sorry we don't really have custom parameters beyond what you guys let us set. The assistant_id is 6343bf6a-3546-4e16-96ae-0605707464e8, feel free to suggest. I have wait seconds 0.6, smart endepointing set on VAPI for the start speaking plan. Nbr of words: 1, voice seconds: 0.1, backoff 0s for stop speaking...

yummy-tealOP•11/15/25, 2:46 AM

so what setting do you recommend. No need to discuss privately...nothing really private

VapiAPP•11/18/25, 4:25 AM

I sincerely apologize for the delayed response to your support request.
We implemented better tracking for support tickets to ensure timely responses going forward, but due to a technical limitation, this only applies to tickets created after this past week.
I'm closing this older ticket, but if your issue still needs attention, please:
Reply with 'REOPEN' or
Email support@vapi.ai with any updates
I'll personally ensure your new request gets prompt attention.
Thank you for your patience.
Best regards,
Vapi Support Team

yummy-tealOP•11/19/25, 7:53 PM

REOPEN

VapiAPP•11/21/25, 7:26 PM

Its because this instruction of the prompt is vague:

* When the conversation should end, you MUST call the endCall function directly without explaining that you're doing so. Do not say \"I'll end the call now\" or similar phrases - just call the function.

* When the conversation should end, you MUST call the endCall function directly without explaining that you're doing so. Do not say \"I'll end the call now\" or similar phrases - just call the function.

Remove this and it shouldn't hang up randomly anymore.

Ccomprehensive-tomato Its because this instruction of the prompt is vague: ```json * When the convers...

uncertain-scarlet•11/25/25, 6:56 PM

So true

* When the conversation should end, you MUST call the endCall function directly without explaining that you're doing so. Do not say \"I'll end the call now\" or similar phrases - just call the function.

Assistant just hung up on customer

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