Hi Team, I am facing two critical issues that need immediate attention: I have created an agent in Vapi that handles initial customer interactions and allows customers to transfer calls to specific departments such as Sales or Service. I have configured multiple department numbers (e.g., Sales: +1-212-122-2200 and Service: +1-245-222-4585). However, the problem is that regardless of whether I instruct the agent to transfer the call to Service, it always redirects the call to the first number in the list (Sales). We have already fine-tuned the prompts and completed all necessary settings, but since we rely on Vapi, we urgently need a solution to resolve this call transfer routing issue. We have created a Vapi workflow where calls are being successfully transferred; however, the agent is not utilizing the knowledge base we have provided (which is a document spanning 7 pages). This is preventing the agent from responding accurately based on our provided information. Please provide a high-priority resolution for this issue as soon as possible, as it will greatly help us move forward. Looking forward to your swift response.

Hi, could you please provide a call id where you experienced this issue? We would like to review the logs to identify the cause.

sure, call id : f54803c2-1098-4170-b934-07213306d3a4 , we have tried to an extension 7779 but instade it tried to call 7778 , as 7778 is an primary number in a sequential order first

The agent isn't using the 7-page knowledge base document at all. The logs show zero knowledge base cost and latency, meaning no queries are being made to retrieve information from the knowledge base.

Yes, I can definitely share more call IDs, but I believe a quick call might help us align faster on whether it's a knowledge base issue or something else. Would you be available to connect today for a brief discussion?

Hi Suraj! Apologies, but my calendar has been booked for this month, and that means there is no slot for the next 15 days. If you can share a maximum of 2 more call IDs, that's enough for me to reproduce this issue and find out what's the root cause of it.

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Hey Suraj, I wanted to let you know that we're managing a high volume of support requests at the moment, so our response time might be a bit slower than usual. I truly appreciate your understanding and will get back to you as soon as possible!  Thanks again for your patience!

Hi, I am currently facing a critical issue in the Vapi dashboard — I am unable to assign an assistant to an existing number. The interface does not display a "Save" option or any confirmation mechanism after selecting the assistant,even I tried multiple times and refresh it again and again , which is preventing me from completing the assignment process.This is a blocking issue for my deployment and testing workflow. Additionally, the platform feels highly unstable at the moment, with inconsistent behavior in the UI.Kindly treat this as a high-priority request and provide a resolution or workaround at the earliest. Please let me know if you need any further details from my end.Best regards, Suraj Lede Senior Software Engineer https://cdn.discordapp.com/attachments/1391704534648361000/1396800070040551434/Screenshot_2025-07-21_154631.png?ex=687f66ef&is=687e156f&hm=fe3e69fb360d6e3bcec8f79fd769be1933417f2de37c6009cfad28b1df7a980e&

Hi, First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it. Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing: - Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries. - Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times. - Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us: - Accounts with usage over 1,000 minutes/month will receive prioritized support. - For all general inquiries, we’re establishing a standardized 48-hour response time. We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible. Thank you for your continued patience and for being part of our journey. Warm regards, Vapi Team