Guys - is anyone else having an issue with Vapi support? They take min 24 hours to reply to messages, then dissapear for another 24 hours after giving you some advice, that still doesn't solve the issue. My problem is over a week old and it's been 56 hours since the support agent last help me. 😡

I just joined yesterday and was so excited to have found the platform, but the excitement is gone and now I'm concerned I've made a mistake and wasted a half a day learning a new tool that won't work given the lack of IT support. Given their pricing model, and the entire purpose of the technology, a 24 hour cycle to respond to a message is unacceptable. I don't know that I will be able to make this work given my business is providing services for other businesses. If there is a bug that needs to be fixed, having to wait a week won't work.

Pretty sure they are YC funded college kids. They are probably in class or partying this weekend.

Well, if that's the case they should outsource.

My friend said they put up an ad saying 'you need to close $100,00 in a month or you're fired'. She's worked with Deliveroo, websummit, airbnb and payment platforms, and she just said (from the tone of the ad) they sound like kids

We are most likely speaking to vapi agents in here. They respond with the “APP” tag on their discord names. That means API call messages not direct discord users.

The same person who messages me here sends emails as well. I think it's a real person as bots are very efficient. My support agent has been Shubham Bajaj.

Looking at the messages in the support channel does not instill a lot of faith in the platform. There are so many unresolved issues many of them open 3 or 4 weeks!? Its apparently you need to be on the $1500/month plan to get real-time support.

They don't have serious competition so they can afford to be sloppy

Well, I am about to integrate it into my website, but actually its IT support is so weak that I am really disappointed. I follow some youte or blog to setup assistant and workflow, but finally I found that the product has been changed totally. I even can't find a correct example to help me no matter in the website docs or ask their AI... 😫

There has been a large increase of support requests over the past few weeks and we apologize for the poor support experience. We are actively making some changes to the way we handle support to improve this process and the overall experience.

Thanks Kyle. One improvement would be to prioritise open threads. Your current system appears to treat all requests equally. Eg; i submit a new enquiry, support replies, then i reply, it then takes support 24 hours to reply to any further messages as it goes to the back of the que regardless if it is an open thread or a brand new enquiry. Open threads should be dealt with till they are resolved. With your current set up of treating new and old enquiries the same it can take 11 days to resolve a query that should be sorted in one day. If the support agent didn't take 24+ hours between each message in the thread everyone would be happier.

Yeah, 1. They need more support personnel 2. They need a ticketing system that assigns requests to individuals, and first come first serve -- once you start on a request, the oldest need to get prioritized. One thing I noticed is the support staff are in opposing time zones, compared to their user base which also makes it difficult. But they are doing their best, I'm in here everyday and can see a lot of people will put in a request, they get a response, and don't here from the complainants until 2-3 days after their response which can make it hard to stay organized. If you're adamant about getting your problem solved, usually they get the problem solved within 48 hours which isn't terrible given their volume and complexity of requests. I've never not had a problem solved, just takes a bit of time and persistence.