I'd request your urgent help to this matter, our systems are scaling fast (and in Production) and Vapi APIs are responding in a very unreliable manner. Hi Team, We have a system with following properties 1. We have got 5 numbers where each number handles one call at a time. (We have limitation of one active call at a time from number provider) 2. A number is marked busy when a call request is sent to Vapi 3. A number is freed up and ready to accept calls again when we receive status ended from Vapi Webhook We still receive concurrency limits errors a lot of time. (even though we should never considering Vapi default concurrency limit is 10) For an instance, On 24 Nov 2025, at 4:43 PM - 4:44 PM (IST), there are 10 calls which are showing in Vapi call logs which were all customer busy or customer did not answer Still, all the calls between 4:44 PM - 4:48 PM failed with concurrency limits hit error. (there are no call logs between this duration in Vapi signifying that system was free during this time) It seems that Vapi doesn't free up concurrency sometimes even when there are no active calls going on. Thanks, Karun

Hello, I'm interested in connecting a voice agent for up to 250 lines. Who can I speak with?

We are currently evaluating Vapi as the orchestration layer for a healthcare voice agent application. We understand there is a $1,000/month add-on for HIPAA compliance and Zero Data Retention (ZDR) on the Vapi platform. Before we commit, we need definitive clarification on how this add-on interacts with downstream model providers, specifically regarding Business Associate Agreements (BAA). We have been unable to definitively clarify from the help docs here: https://docs.vapi.ai/security-and-privacy/hipaa Could you please clarify the liability in the following two scenarios? *Scenario A: Vapi Managed Keys * If we pay the $1,000/mo HIPAA fee and use Vapi's default/managed keys for Deepgram (STT), Anthropic (LLM), and Cartesia (TTS): - Does Vapi's BAA with us cover these downstream providers as your sub-processors, and are the sub-processors required to adhere to ZDR? - Or are we still required to hold our own separate enterprise contracts/BAAs with Deepgram/Anthropic/Cartesia to ensure they do not retain PHI or violate ZDR? Scenario B: Bring Your Own Key (BYOK) If we bring our own API keys for these providers to get direct pricing: - Does the "HIPAA Enabled" toggle in the Vapi dashboard technically prevent these downstream providers from logging data on their end? - Or is the ZDR status strictly dependent on the settings/contract associated with our specific API keys? We are trying to determine if the $1,000 fee provides a "compliance wrapper" for the entire stack, or if it only covers Vapi's orchestration logs.

Hello, I’ve been trying to get in contact with someone from Enterprise Sales. I need to discuss signing a DPA. Could someone please reach out to me?

Hi there, we have been using a twilio telephony number with transfers and noticed our twilio is paying for the call after the transfer. We are switching over to a SIP trunk connected number on twilio and will add transfer blind transfer with verb REFER, but i am curious whether if we transfer to a sip system (but through a phone number) will their system take over the call?

It's all set up and with a system prompt that takes into consideration the proper numeric pronunciation and style to present the information in the Spanish language. Strict direction to speak out in Spanish I see the 11Labs and Azure and others 'supposed best voice interfaces' to fail and mixing up the numbers and some wordings with a strange intermittent language and sometimes english and french. $20.57 is 'veinte (correct)' with fifty seven (incorrect) cents. I tried the most powerful models such as Llama 3.1 & 3.3, came back to GPT 4.1 but nothing... I'd like to line up a troubleshooting ticket with 11Labs in parallel but I don't want to raise a ticket with 10 service providers, it all should be converging here. BTW, using Nova 3 and it works fine (spanish driven)

message above says it all orgid: 14d31e07-98c4-4f99-aefd-4d35ed5baa80 https://cdn.discordapp.com/attachments/1442572041285796061/1442572041554362522/image.png?ex=6925eb68&is=692499e8&hm=ccbb00174b20fa7f09745556daa9cd4a8fca908d9bc35ff9bc56b5a16f03b098&

I accidentally made one of my developers an Admin who no longer works with us. And when I tried to demote him, I ended up demoting myself. Now I can't access the admin portal. I have no idea how I can fix it. My credit card has been added to this account. I need help to return the access as soon as possible. Someone, please help me

I am trying to find the VAPI cost per minute for 4o model and GPT5 model. How can I find this? I need VAPI cost for both models so i can decide what to offer my customers.

We send control messages mid-call to let the agent know about new information. We're expecting to see this message in the "conversations" field in any mid call webhook. We do see this message, however it is often truncated which is causing issues on our system. We send a json as this control message and when it's truncated we lose information. Could we stop this truncation? Ex:

{
        "role": "user",
        "content": "I sent it."
      },
      {
        "role": "system",
        "content": "[{\"type\":\"user-send-email\" [ some more characters] ..."
      },
      {
        "role": "user",
        "content": "Have you gotten it yet?"
      },

Hi I'm working on a platform for a client where I do calls for them using the vapi voice agents. The numbers are imported from telnyx through sip trunking. There are multiple issues that need to be resolved. 1. One of them being the latency, it's sometimes around 4-5 seconds, and most people end the call thinking that there's no one responding. 2. Inbound calls seems to be not working. 90% of them end after agent greets the receiver, and yet the call status shows that customer ended the call. So it's confusing what's going wrong 3. In some calls agent keeps speaking but it seems like customer doesn't hear it as they keep saying hello. Some of the call ids: 019a956e-285b-7003-90a0-65a177cc900b 019a9527-2ecd-711a-a40d-d76e31331268 019a951f-ae4f-7229-a61c-a7426dcf94b4 019a951c-ac9a-7113-80b6-68d4291d1930 019a94ff-cb1a-7aa3-88f8-49b89fcc3cd7 019a94f4-a22c-7881-9ab0-986c4ed2ac43 019a94ed-6669-7551-acce-5ddc38894aab 019a7115-f015-7995-9fb0-ab927b8479bd Need to get this resolved as it affects my clients badly

We recently created a sip trunk and a phone number id: ed8ae47a-1797-4d51-ade5-472736461902 and also assigned the phone number to the agent, but we keep getting these errors. Essentially the invite is being sent by our provider, but they say that vapi isnt accepting them. https://cdn.discordapp.com/attachments/1442520644733636698/1442520645136158760/c523ddc1-5b15-44e7-9a57-53fecee7239d.png?ex=6925bb8a&is=69246a0a&hm=a65a6b6da8ccea9e4703709b0be2845c171fb43ed30aa2021ae068c705b42b07& https://cdn.discordapp.com/attachments/1442520644733636698/1442520645945528351/f5f6e43c-6d74-44f3-9466-7ca9f0220259.png?ex=6925bb8a&is=69246a0a&hm=f38a60b8eb98a6900e1fbfd3b9e89614cd46b62a1e86e908e39ea7cbe438ba84&

I want to adjust my prompt in case the caller called the agent or if I initiated an outbound call. Is it possible to do in a similar way to {% if transport.conversationType == "chat" -%}

Whenever I try to transfer the call I am getting the "Call.in progress.error" transfer failed. I use Twilio for the phone number with IRELAND server location as I am based in Europe. Call ID: 019ab5d9-7ce2-755b-a0ef-8dea4bb7a1fb https://cdn.discordapp.com/attachments/1442501575892275311/1442501576257310801/image.png?ex=6925a9c8&is=69245848&hm=7fcba0d55d64349e67a3f8311e906dcd98c3d23697ccf5a21653a9926e3c44a7& https://cdn.discordapp.com/attachments/1442501575892275311/1442501576617885738/image.png?ex=6925a9c8&is=69245848&hm=11f7372c8673aca834b566c16e87b830fd70005609c7f0dda414c20013b8c5a8&

Getting 403 Forbidden when making squad web calls from my account. The same squad works perfectly when I test it in my other account, so this is account-specific. Error Response: { "message": "Key doesn't allow assistantId 'undefined'.", "error": "Forbidden", "statusCode": 403 } Call ID: N/A (call fails before creation) When: November 24, 2025 Endpoint: POST /call/web What I Tested: - Individual assistants work fine in this account (not in squad, i can talk to it directly via web or phone with no issues at all) - Same exact squad works in my other account (not in squad, i can talk to it directly via web or phone with no issues at all) - Squad web calls fail only in this specific account and not on the other account that i own. What's wrong with my account? https://cdn.discordapp.com/attachments/1442490102461763584/1442490102692708362/image.png?ex=69259f18&is=69244d98&hm=23bf900177b9d127b8565ce415ff7ee190d244512ddb74d25e81b79a8aaf0c6e&

Hi, I am trying to build a demo for a client and every time I try to make an outbound call I get An error occurred in this call: call.in-progress.error-providerfault-outbound-sip-403-forbidden I need urgent help since we have demo after 2 days with a client *I followed everything in the guide * Call Id: 019ab5b4-354d-7006-8135-41b440b5c65b Error: An error occurred in this call: call.in-progress.error-providerfault-outbound-sip-403-forbidden I am trying Outbound only for now I've Just purchased a new Twilio account and linked it to Vapi

Your assistant is likely stopping mid-call due to webhook errors ("Invalid webhook type"). Make sure your webhook handler processes all event types sent by Vapi. Here’s a Node.js/Express example:

js
app.post('/webhook', async (req, res) => {
  const { type } = req.body;
  if (!['assistant.started', 'speech-update', 'status-update'].includes(type)) {
    return res.status(400).send('Invalid webhook type');
  }
  // Handle events here
  res.status(200).send();
});

Update your Vapi dashboard to point to your public webhook URL (e.g., from ngrok) and ensure your handler accepts all relevant event types. For more details, see the [webhook troubleshooting guide](https://docs.vapi.ai/cli/webhook). Source: - [Vapi Webhook Troubleshooting Guide](https://docs.vapi.ai/cli/webhook)

The Make integration is now handled through the Model Context Protocol (MCP) instead of a direct "Make" tool option. To add Make, generate your Make MCP server URL (token), then add it as an MCP tool in Vapi. For example:

{
  "type": "mcp",
  "server": {
    "url": "https://mcp.make.com/api/mcp/s/your-token/mcp"
  }
}

Follow the [official guide](https://docs.vapi.ai/tools/mcp#make-mcp) for step-by-step instructions. Source: - [MCP](https://docs.vapi.ai/tools/mcp)

Hi Team, I'm getting "message.duration" as 0 in the transcript response when trying in Korean/Japanese language with "Cartesia" for Voice and Transcriber.

Hi Team, I’m seeking clarification regarding Vapi’s concurrency limits. I recall reading that once a Twilio phone number is integrated with Vapi, the default concurrency limit (e.g., 10 simultaneous calls) no longer applies. However, I’m still observing this 10-call concurrency cap even after provisioning and using a Twilio number. Could you please help me understand how the concurrency limits work in this context — specifically, under what conditions (if any) they’re lifted or increased when using Twilio numbers?

Hello everyone. I'm trying to connect VAPI to our Easybell SIP trunk for inbound calls, but I can't get it to work. The two IPs are already allowlisted. Could someone explain which fields are required and what exactly needs to be filled in? https://cdn.discordapp.com/attachments/1442439967136677950/1442439967363039302/VAPI.png?ex=69257067&is=69241ee7&hm=d3aa84f5a438c5f27cd4feae0d45b9741d15256dd1835267fa92a1b6db8f0840& https://cdn.discordapp.com/attachments/1442439967136677950/1442439967925080165/easybell.png?ex=69257067&is=69241ee7&hm=c98c533a0ccfe5819ab6e6f9f18cd1322e8793632498ff2e8199ed2a8b085a7d&

Hi, I am in the UAE, and twilio and other providers don’t support UAE phone numbers. And I can’t get an SIP trunk in my case. Is there a way I can connect my phone number to VAPI using a GSM gateway?

Getting this transport error. need help https://cdn.discordapp.com/attachments/1442407847647248384/1442407847936790648/image.png?ex=6925527d&is=692400fd&hm=fc52d046b753397b8b31262d8798d410c284960fe36608789e9cd94838c8e14f&

Hello all. I am trying to configure a Custom Tool using the API. There is a property messages in the tool format. The documentation is worthless. ChatGPT's attempt to format failed. Claudes format failed. The VAPI Documentation agent gave me three different formats, all three failed. Can someone definitively tell me the format of this property? I want my agent to speak a line while my API Request is in-flight. Second part of the question: Where am I supposed to go to figure this out and any of the dozens of other questions. The documentation has nothing. The VAPI Documentation AI gave me three wrong answers. One of the promising links in the documentation took me to a github repo that had NOTHING to do with this.Whatis the right way to not be pestering VAPI support with basic API questions? -- Michael.

I'm currently experiencing an issue with the API request tool where it's copying the field for whatever request body variable I position at the top, to every other variable. The picture I attached shows what I'm trying to explain, whatever request body (e.g location, contactId, etc) I podition at the top in the request body section, that's the one that gets cloned to all others Anyone else had this same problem? Any help is appreciated https://cdn.discordapp.com/attachments/1442192072223232123/1442192072613429349/image.png?ex=69248988&is=69233808&hm=4cacf4f4cf699da48cf933a71acba00fd2dce9d0d2013e5b308318d1dd8eb6da&

I created a new squad with 2 very simple assistants to test the routing (a few lines of prompt, no more). I add an existing assistant in the squad (31 lines of prompts, nothing crazy). I don't even connect it to another agent: when I start the conversation through a web call, the agents speak extremely slowly, I can't even understand what it says. The STT when I speak is also slow and completely wrong ("I would like to know more about your services" transcribed as "It's a fun event." ??!!). I tried by removing or addind agents, creating a new squad, refreshing the browser, the problem remains. As soon as I have more than 2 agents in the squad, the problem occurs. I'm using: Chrome 142.0.7444.176 Windows 11

I'm using Vapi Squads with transient assistants (full configuration passed inline, not stored). My tool endpoints need to identify which team/account the call belongs to. My question: 1. Can I manually set an id field on a transient assistant definition that will be passed through to tool calls? 2. If not, what's the recommended way to map transient assistants to a team/account when they call tools? 3. Should I use metadata, the assistant name, or a different approach? Context: - I have 3 transient assistants in one squad (router + 2 specialists) - All need to access the same team's data when calling tools

Hey Everyone, Need some help with a SIP trunk issue that's driving me crazy So I've got my SIP trunk set up, followed the docs, whitelisted all the IPs you guys listed, tried different protocols and ports... but inbound calls just aren't working at all The weird part is: When I connect a phone number to the trunk (even a wrong one), Vapi says it's configured but doesn't throw any errors My SIP trunk backend shows nothing is actually connected to it When someone calls the number... nothing happens, no routing at all I've been troubleshooting this for a while now and can't figure out what I'm missing. Anyone know what might be going on or what I should check next? Happy to share logs/config details if needed

“Hey! I’m trying to trigger the POST https://api.vapi.ai/call endpoint from a backend webhook (GoHighLevel). What exact API key should I use for the Authorization: Bearer header when calling the REST API? Specifically: • Should I use a Private API Key or a Public API Key? • If a private key is required, where exactly in the dashboard is that key located now? • The docs show using a private bearer token, but my dashboard only displays Public API Keys under Client SDK — not a private one. • Can you point me to the correct location or regenerate the proper Bearer API key needed for server-side requests?”

Hi there, Thank you for your message. Our team is currently out of the office. We operate Monday through Friday, from 9:00 AM to 8:00 PM Pacific Standard Time (PST). We’ll get back to you as soon as possible during our normal business hours. If your message is urgent, please mark it accordingly or include “URGENT” in the subject line, and we’ll do our best to respond promptly. Warm regards, Vapi Customer Support Team