In testing we have noticed that agents are unable to hang up a call at any point and continue to go back to asking to help the user after saying closing statements when we have any knowledge base connected to our agent. The agent will even say sometimes it is having trouble ending the call. When the knowledge base document is removed it hangs up the call anytime the conversation is done reliably even with no prompting. We have tried extensive prompting and it helps but its still wont end the call at times where it clearly is done. We have tried with PDF and text knowledge documents, none of which are that long or have any kind of instructions. The problem occurs with all the OpenAi v4 models but does not happen with GPT 3.5. Here are some calls with a simple test case: 1. With knowledge doc: a55deed2-d93b-45b7-88af-be42b3744783 2. without knowledge doc: 823b644d-be92-481b-bb5a-e0ccbcd561ee Not sure if it's an issue with our settings/prompting or something with endCall function but it appears the same issue was reported here on Sept 17 by @Lime | Chris. Thanks in advance for your help.

@Josh L I'm sorry to hear that you're experiencing issues with the hang-up functionality when a knowledge base is connected to your agent. It seems like there might be a conflict between the knowledge base integration and the agent's ability to recognize when a conversation is concluded, leading to difficulties in ending calls. To better assist you, I would need to review the specific settings and configurations you have in place for your agent, particularly those related to the end call triggers and any custom logic that might be influencing the behavior when a knowledge base is connected. In the meantime, you can try the following steps to troubleshoot the issue: 1. Review the

endCallPhrases

list to ensure it contains appropriate phrases that signal the end of a call. 2. Check if there are any conditions or rules set up that might be overriding the hang-up commands when a knowledge base is active. 3. Examine the interaction logs for the calls with the knowledge base connected to identify any patterns or discrepancies in the agent's behavior compared to when the knowledge base is not connected. 4. If you have access to any debugging tools or logs, use them to gain more insight into what might be causing the agent to fail to end the call. If these steps do not resolve the issue, it may be necessary to escalate this to our technical support team for a more in-depth investigation. Please provide them with the call IDs you mentioned, the knowledge base document IDs, and any other relevant information that could help in diagnosing the problem. Would you like me to initiate a support ticket for you to get this issue resolved?

Here is the knowledge document id: 34ac917e-c135-46a1-b1c9-99540d869e69

@Josh L Sweet. Have a great day!

It is because custom kb sometimes overload the gpt model which causes this issue.

We require the kb for the call and haven't seen an issue in testing other solutions such as synthflow with same knowledge base GPT4.o and our full prompt. Is there anything you can recommend or is there any plan to improve this function? It doesn't seem to affect any of our custom tools (having the kb).