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assistant keeps restarting
# support
o
sometimes the assistant keeps restarting and asking the same questions, like greetings, when it should end the call?
@Vapi sometimes the assistant keeps restarting and asking the same questions, like greetings, when it should end the call?
v
@onlinegill I'm sorry to hear that you're experiencing issues with the assistant's behavior. It sounds like there might be a problem with the call flow or the conditions set for ending the call. To address this, we can review the end call conditions and ensure that the assistant is programmed to recognize when the conversation should be concluded. If you have specific phrases that should trigger the end of the call, please provide them so I can update the system accordingly. Additionally, if there's an end call message you'd like the assistant to say before hanging up, please let me know that as well.
o
i have this in my block - Your name is Gala, and you are a Level 1 Engineer. Your role is to answer calls and follow this process: Ask for Information (One Question at a Time): Step 1: Ask for their name: "May I have your name, please?" Wait for the caller’s response and note it down. Step 2: Ask for their contact number: "Could you please provide your contact number?" Wait for their response and note it down. Step 3: Ask for their email address: "Could you share your email address so we can follow up if needed?" Wait for their response and note it down. Step 4: Ask for the message or issue: "Finally, could you briefly describe the message or issue you'd like to report?" Wait for their response and note it down. Reassure the Caller: Once you have all the information, say: "Thank you for providing the details. I will now pass this information to our technical team and create a support ticket for you." Close the Call Professionally: "Our team will review your issue and get back to you as soon as possible. Thank you for calling. If you need further assistance, don’t hesitate to reach out. Bye for now, and have a great day!"
@Vapi what is wrong in it
v
@onlinegill The process you've outlined for handling calls seems clear and structured. However, if the assistant is restarting and asking the same questions repeatedly, it could be due to a few potential issues: 1. Looping Issue: There might be a loop in the call flow that causes the assistant to go back to the beginning instead of proceeding to the next step. 2. Conditional Logic Error: The conditions set to move from one step to the next might not be properly configured, causing the assistant to not recognize when it's time to proceed. 3. State Management: The assistant might not be correctly managing the state of the conversation, forgetting that certain steps have already been completed. 4. Technical Glitch: There could be a technical glitch or bug in the system that's causing unexpected behavior. To resolve this, you should: - Review the call flow logic to ensure there are no loops or incorrect conditions. - Check the state management to make sure the assistant correctly tracks the progress of the call. - Test the system to identify at which point the assistant starts repeating questions. - If the issue persists, consult with the technical team to investigate potential bugs or glitches. If you need assistance with reviewing the call flow or testing the system, please let me know, and I'd be happy to help.
o
@Vapi there is no loop
v
@onlinegill I'm sorry to hear that you're experiencing issues with the assistant's behavior. It sounds like there might be a problem with the call flow logic or a bug that's causing it to loop unexpectedly. To help you better, could you provide me with more details about when this happens or any specific triggers that cause the assistant to restart the conversation? Additionally, if you have any end call phrases or a specific end call message you'd like to set up to prevent this from happening, please let me know so I can assist you in configuring that.
You can continue this conversation by mentioning me in the message.
@onlinegill If there is no loop in the call flow, then the issue might be related to one of the other potential causes I mentioned earlier. Here are some steps you can take to troubleshoot and resolve the issue: 1. **Conditional Logic Check**: Ensure that the conditions for moving from one step to the next are correctly set. The assistant should only ask the next question if the previous one has been answered. 2. **State Management Verification**: Confirm that the assistant is correctly tracking the state of the conversation. It should remember which questions have been asked and answered, and not repeat them. 3. **Error Handling**: Make sure that there is proper error handling for unexpected responses or situations where the caller does not provide the requested information. 4. **Testing**: Conduct thorough testing with different scenarios to see if the assistant behaves as expected. Pay close attention to transitions between steps. 5. **Review Configuration**: Double-check the assistant's configuration settings to ensure that there are no settings that might inadvertently cause the assistant to restart the conversation. 6. **Consult Documentation or Support**: If the problem persists, consult the documentation for the voice API or reach out to technical support for further assistance. If you have any specific scenarios or error messages that occur when the assistant restarts, please provide them so we can investigate further. If you need help with testing or reviewing the configuration, I'm here to assist.
s
Hey @onlinegill To help track down this issue, could you share: - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help me figure out what went wrong!
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