Dear Vapi.ai Support Team, I am writing to report a CRITICAL PRODUCTION ISSUE that is making our AI voice agents completely unusable for customer-facing calls. ISSUE SUMMARY: Our AI assistants are literally speaking variable syntax like "{{name}}" to customers instead of processing dynamic variables when values are null/undefined. ORGANIZATION DETAILS: Org ID: 9e2fba01-3a3e-44b6-b51d-da0bf706f586 Call ID (Example): 1e66d015-d64d-4fce-8478-25fd7384eeda ACTUAL CUSTOMER CONVERSATION: AI: "Hi {{name}}, thank you for calling Light Lounge Holland my name is happy. How may I help you?" Customer: [responds] AI: "Perfect, thank you for confirming! I have your name as {{name}}. Is that correct?" Customer: "What do you have my name as?"This is happening to LIVE CUSTOMERS calling our business. TECHNICAL DETAILS: No changes were made to our system - this worked correctly before Issue occurs when dynamic variables ({{name}}, {{email}}, {{phone}}) are null/undefined Variables are passed correctly in variable_values during assistant requests System prompt clearly handles null values, but variables aren't being processed at all BUSINESS IMPACT: PRODUCTION DOWN: Cannot use AI for customer calls CUSTOMER EXPERIENCE: Extremely unprofessional interactions REVENUE LOSS: Customers hanging up due to broken AI experience BRAND DAMAGE: Makes our AI system appear completely broken EXPECTED BEHAVIOR: When {{name}} is null, the AI should either: Skip the variable entirely Follow system prompt instructions for missing data NOT speak literal "{{name}}" to customers IMMEDIATE ACTION REQUIRED: This is a production-critical bug affecting live customer interactions. We need: Immediate hotfix or workaround Root cause analysis of variable processing changes ETA for permanent resolution URGENCY: This issue is preventing us from serving customers and causing significant business disruption. Please escalate this ticket to your highest priority level.

Go to your call logs and please screen shot the messages list that show the AI talking to the Human It sounds like your variables are not passing through to your system instructions, can you please share how you're passing this data to your agent?

This is what it says as first message while it was all working good before and I never faced this issue before. I am passing instruction to the agent via webhook for assistatnt request and it was all working till now. But out of blue, we started to face this issue! https://cdn.discordapp.com/attachments/1389379760672735385/1389624852843073616/image.png?ex=68654c7e&is=6863fafe&hm=0ddf2e6d7c3c9a9404e5225c35c2d3ad80ab931675a76d657f6274c84c8a9341&

Please go to messages list 2 tabs over beside call cost

Bro are you from VAPI team? @SlaviSavanovic

Nah just been in this channel and using vapi for like 18 months

Ahh gotcha, we use variables in the incoming call as well and it was working till now but suddenyl we faced this issue. So it is clearly an issue from vapi side becasue same configuration were working all perfectly

How are you passing a variable for incoming calls?

yeah i am attaching that data before the call after getting that from my CRM

Switch your update channel to weekly in your org settings and let us know if the issue persists.

yes this is happening to me as well, clients are not happy

switching to weekly doesnt help. it doesnt even get saved. when i reload the page it gets back to daily updates

if you're using the API, why don't you attatch a first message at the start of the call? If the name doesn't exist, remove the variable

Hi @SlaviSavanovic ! Thanks for your suggestion but this is fixed by vapi team! @Thebrods This is fixed mate.

Glad the issue was resolved. Please reach out to us if you have any other questions regarding this issue