We're seeing an issue with our assistant where it just stops speaking in mid conversation and just transfers to our fallback phone number. Sahil APP — 3:22 AM Hey guys, can you try again and see if you are getting this issue again or not? We pushed a fix related to it. We still noticed this happening afterwards with the following call ids. b3273f5d-02bc-4bf9-b6e3-579aeb090577 6176e8e9-2ff1-4085-ae55-531a9c469898 b3273f5d-02bc-4bf9-b6e3-579aeb090577 6176e8e9-2ff1-4085-ae55-531a9c469898 We cannot turn off the HIPAA enabled flag because these are actual real user calls.

Hi there! 👋 I understand you're experiencing an issue with your Vapi assistant stopping mid-conversation and transferring to your fallback phone number. While I can't analyze those specific call IDs in detail, I can definitely help explain potential causes and how the HIPAA setting might be affecting things. ## Potential Reasons for Mid-Conversation Transfers There are several reasons why your Vapi assistant might be stopping mid-conversation and transferring to the fallback number: 1. **Server Event Configuration**: The issue might be related to the server event 'phone-call-control' being enabled. According to [information I found](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1330092161835733013), this event allows you to handle call transfers instead of Vapi, which could cause unexpected transfers. 2. **Network Issues**: Unstable internet connections can cause the AI to stop speaking mid-sentence, potentially triggering a fallback transfer. 3. **Silence Timeout**: The call might be ending due to silence timeout if there are periods where neither party speaks for a specified duration. 4. **OpenAI Model Issues**: The assistant may stop responding mid-conversation because OpenAI models are not returning responses, which could trigger a fallback mechanism. ## Impact of HIPAA Enabled Flag Regarding the HIPAA enabled flag: 1. When HIPAA is enabled, Vapi does not store call logs, recordings, or transcriptions as mentioned in the [documentation](https://docs.vapi.ai/security-and-privacy/hipaa). 2. This limitation makes debugging more challenging since you won't have access to detailed call logs or recordings. 3. The HIPAA setting itself doesn't directly cause the mid-conversation transfers, but it does limit your ability to troubleshoot the issue. ## Using Call IDs for Debugging Even with HIPAA enabled, you can still use those call IDs to get help from Vapi support:

you don't see at least any system messages for the call ids?

logs

🔵 15:47:42:781 Silence Timed Out. Ending Call... 🔵 15:47:42:782 Tools returned from hooks: \[ { "type": "transferCall", "destinations": .... As you can see in the logs, when a call ends with silence timeout, and then using your assistant hooks, the transfer call tool is being triggered Which is the source of your issue. Now for me to understand why call is getting into silence timeout. I need a call recording to listen to it and see from where user felt of okay assistant has stopped speaking. Without a call recording eventually I won't be able to help. So you can do one call with HIPAA turned off and then can share it with me.

During the day the assistant handles around 70 calls, only 1 or 2 have this problem. It's really hard to reproduce. We run the exact same application code in a different environment and point a different phone number to it that doesn't get production traffic. We cannot reproduce this issue. From the call recording there is no silence. The user is still connecting asking if the assistant is still there.

We don't store call logs or webhook logs for calls enabled with HIPAA. This is why you find them in the VAPI dashboard.

This 4 call ids on 3/22 had the same issue 7d911f8e-5f31-4bfa-ac93-7cbc725dde83 309b4a4e-e4ce-4ceb-b3f2-345ffd5d86a0 51c8910b-bd2c-46eb-9fd9-3d788d5c8293 e676696c-36e5-42bd-8c13-e4fba32c9354 Maybe whatever system logs you have available for them could potentially show some pattern of the issue? I'm currently going through our legal and privacy teams to see if we can disable HIPAA temporarily.

for me to debug your issue, i need 2-3 call ids which is hipaa disabled. now coming to your point, you need data to be deleted what i can give you is, i can try to delete data as much as possible from logs, call tables, or other places under my authority and authorization. i won't be able to give you words to anything which doesn't come under my authorized privileges or access.

We were able to get this behavior on a vapi account that has the logs. Please look at Received call event from Vapi, type: end-of-call-report, end reason: silence-timed-out, call id: 71835fdf-ad61-462e-ab1d-72a552b15e47

🔵 16:00:11:187 Voice Input Formatted: "I understand you've chosen to continue with System Mechanic.", Original: "I understand you've chosen to continue with System Mechanic." 🔵 16:00:11:994 Voice Input Formatted: "To ensure your services continue without interruption, I need your confirmation after I go over the agreement details - without this confirmation, we won't be able to process these changes to your account.", Original: "To ensure your services continue without interruption, I need your confirmation after I go over the agreement details - without this confirmation, we won't be able to process these changes to your account." I looked into the call ID you have shared with me. The audio recording is not publicly accessible, that's why I couldn't hear the audio recording. https://cdn.discordapp.com/attachments/1353844859944829059/1357034251211767858/Screenshot_2025-04-02_at_10.07.56_PM.png?ex=67eebc21&is=67ed6aa1&hm=cf41d4295dc37f46f8dfd50650ddb148874d1909d0475380e67a4e91d478ad0a&