Can anyone help please. My assistants do not always transfer the call to a human. Sometimes it works, sometimes it says "Transfer Call" but just ends the call and sometimes it says "Transfer Call" but nothing happens (keep hearing Office Noise) and it seems that a new Agent is created as it does not remember the conversation. I've tried creating Agents through VAPI Platform and with API POST request. This is critical function for my client to work. Please any advise. Call-ID of one example: 5429fccd-f50f-4747-b492-85e59152d0f4

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@Vapi 1. I would say yes 🙂 Do you need the JSON that I get from GET request? 2. It is completely random. I was thinking of the prompt as it is a bit complex and longer but I've tried multiple versions of it and it is still not working. 3. On VAPI side, when it is not working, then there is nothing in the log saying that the transfercall was initiated. And in Twilio it sometimes says that the call has been forwarded but failed. Screenshot was the last call. But it did not reach Twilio as there is no outgoing dial. https://cdn.discordapp.com/attachments/1278744375060463616/1278749232853159936/Screenshot_2024-08-29_at_20.07.12.png?ex=66d1ef87&is=66d09e07&hm=b01387f78e8fcce11c9248f3b2ea65f8eb20d642b0f1ea0d3e103754921fd843&

@Marc.SmartFox Thank you for providing more details. It seems like there might be an issue with the call transfer logic or network connectivity that's causing the inconsistency. Here's what we can do: 1. **Review the JSON**: Yes, please provide the JSON from the GET request. It might contain crucial information that can help us understand the configuration and identify any potential issues. 2. **Prompt Complexity**: If the prompt is complex and long, try simplifying it temporarily to see if that affects the transfer reliability. Sometimes, complex prompts can cause unexpected behavior. 3. **VAPI Logs**: Since there's nothing in the VAPI log indicating that the transfer call was initiated, this suggests that the issue might be occurring before the transfer call action is triggered. 4. **Twilio Logs**: The fact that Twilio sometimes indicates a failed forward suggests there might be a connectivity issue or a problem with the Twilio setup. 5. **Screenshot**: Unfortunately, I can't view screenshots, but if you can describe any error messages or codes you see, that would be helpful. To proceed, please provide the JSON from the GET request, and let's ensure that the

forwardingPhoneNumber

is in the correct E.164 format (e.g., +12345678900). Additionally, check if there are any conditional statements in your code that might prevent the

transferCall

action from being executed. If after reviewing the JSON and simplifying the prompt the issue persists, we may need to escalate this to our technical support team for a deeper investigation. Please let me know how you'd like to proceed.

@Vapi Could you please forward this to the support team as it seems all correct. It would be great if one of your experts could take a quick look.

@Marc.SmartFox Absolutely, I'll make sure to escalate this issue to our support team for further investigation. They will take a closer look at the details you've provided, including the Call-ID and the behavior you've described, to identify the root cause of the problem with the call transfers. Please expect to be contacted by one of our experts who will assist you in resolving this critical issue. If you have any additional information or specific times when you're available for a follow-up, please let me know so I can include that in the report to the support team. Rest assured, we're here to help and we'll work to get this sorted out as quickly as possible. Thank you for your patience and cooperation.

@Vapi I'm available all the time. Will they contact me here or by mail>

@Marc.SmartFox Sweet. Have a great day!