inbound call not connecting to assistant Vapi AI #support

inbound call not connecting to assistant

phil-vastassembly

07/12/2024, 3:58 PM

I have an agent set to a Twilio number, for inbound calls. Everything used to work fine, when I called the number the agent picked up. For some reason it's no longer connecting to the agent. When I dial the number I now get 'could not get assistant' message. I have checked the assistant is assigned to the phone number (via VAPI) and I have a server endpoint setup but no error logs have been sent. Any help would be appreciated.

Vapi

07/12/2024, 3:59 PM

message has been deleted

Vapi

07/12/2024, 4:00 PM

@phil-vastassembly I'm sorry to hear that you're experiencing issues with your agent not connecting to inbound calls. Let's try to troubleshoot the problem together. First, could you please confirm if there have been any recent changes to your Twilio number configuration or to the assistant's settings? Additionally, please double-check that the assistant ID is correctly linked to your Twilio number in the VAPI settings and that the server endpoint is correctly configured to handle requests. If everything seems to be in order on your end, there might be an issue with the VAPI system recognizing your assistant. This could be related to the

assistant-not-found

context, where the assistant cannot be located or accessed. It's also possible that there's an issue with the

assistant-not-invalid

context, where the assistant ID provided is not valid or recognized by the system. If you've verified all configurations and are certain that the assistant ID is correct, it might be necessary to reach out to support for a more in-depth investigation. Please let me know if you need further assistance or if you'd like me to help you contact support.

Vapi

07/12/2024, 4:00 PM

You can continue this conversation by mentioning me in the message.

phil-vastassembly

07/12/2024, 4:08 PM

I have checked all the above. No changes have been made to the Twilio number config, or VAPI config. This was working and now no longer works. And I'm not being send any error logs, so I have no way to know what's happening. Would be great to get some support to investigate, thanks

Shubham Bajaj

07/13/2024, 11:57 AM

1. Make sure agent is assigned to the number over the vapi dashboard. 2. In you twilio console check if number is configured to receive calls by checking inbound call url is vapi's url. 3. if your using server url for assigning agents then you to have responsd to "request-assistant" server event with agent config. https://docs.vapi.ai/server-url/events#retrieving-assistants

phil-vastassembly

07/15/2024, 11:35 AM

@Shubham Bajaj thanks, confirming points 1 and 2 are as expected. I am not using server url for assigning agents. This was working and has since broken, and i don't believe I changed anything in that time. Really need someone to check log files please as I can't see how else I can troubleshoot. Thx

Shubham Bajaj

07/15/2024, 1:56 PM

@phil-vastassembly please share the call ids.

phil-vastassembly

07/16/2024, 10:24 AM

@Shubham Bajaj thanks for coming back. I have found the issue, the phone number that i was using had since been imported into another VAPI account in error, which did not have an assistant assigned. So removing the number from that account has enabled the number to become active on the original account. Might be worth adding 'Check the phone number is not assigned to another account' as part of your troubleshooting steps for this type of issue. Thanks for your help in solving. Cheers

Shubham Bajaj

07/16/2024, 10:28 AM

yes for sure

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