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Unable to call inbound Assistant
# support
l
I have had this voice assistant running for a few months. When I added another assistant. The first assistant stopped being able to answer inbound calls. I get this - vapi assistant error couldnt get assistant either set the assistant id on the phone number When the number is called. The number is assigned to the correct assistant. The assistant ID is 6d366ccc-9d78-48ab-a912-9f770d6fa7f0 Under the organization Carol Realty Please advise Lendell McGhee Nerds MD
v
message has been deleted
@lendell_thenerd Hello Lendell, It seems like there might be an issue with the configuration of your assistants or the routing of inbound calls. To ensure that the correct assistant is assigned to the phone number, please verify the following: 1. Check that the assistant ID 
6d366ccc-9d78-48ab-a912-9f770d6fa7f0
is correctly configured in your VAPI settings under the organization Carol Realty. 2. Ensure that there are no conflicting rules or settings that might be overriding the assistant assignment for the phone number in question. 3. Verify that your server is correctly handling the 
assistant-request
message and responding with the appropriate JSON object containing the assistant. If you have confirmed that all settings are correct and the issue persists, it may be necessary to look into the server logs to identify any errors during the assistant retrieval process. If you need further assistance with this, please don't hesitate to reach out to support for more detailed troubleshooting. In the meantime, if you'd like, I can assist you with closing this ticket if you feel your initial query has been addressed. Otherwise, let me know how I can further assist you.
You can continue this conversation by mentioning me in the message.
l
Can you please initiate a support ticket
Hello
Can you please initiate a support ticket
v
@lendell_thenerd I apologize for any inconvenience. While I'm unable to directly initiate a support ticket, I can guide you on how to contact our support team. Please send an email to [support@vapi.ai](support@vapi.ai) with the following details: - Your name and organization (Lendell McGhee, Carol Realty) - The assistant ID in question (6d366ccc-9d78-48ab-a912-9f770d6fa7f0) - A detailed description of the issue (assistants not answering inbound calls) - Any error messages you've received - Steps you've already taken to try to resolve the issue Our support team will be able to assist you further and initiate a support ticket for you.
l
Ok I’ve don’t that’s already
v
@lendell_thenerd Great, you've taken the right step by reaching out to the support team. They will review the details you've provided and work with you to resolve the issue with your voice assistant. If you've already sent the email, please allow some time for them to respond. Support teams often handle a high volume of inquiries, but they do their best to get back to you as quickly as possible. If there's anything else I can do to assist you while you wait for their response, please let me know!
l
Do you know an average response time?
v
@lendell_thenerd The average response time can vary depending on the current volume of support requests and the complexity of the issues being addressed. Typically, support teams aim to respond within 24 to 48 hours. However, for more urgent matters, they may respond more quickly. If your issue is time-sensitive and you haven't received a response within the expected timeframe, it's reasonable to send a follow-up message to ensure your request is being processed. Rest assured, the support team is there to help and will get back to you as soon as they can.
s
@lendell_thenerd could you share the phone number id so I could take a look?
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