When using Squad and at the same time i want to ha...
# supportp
Peter Iliev
07/09/2025, 5:30 PMThe webhook for transfer-destination-request is not receiving to the server. It is confirmed because I am debugging it all day and spent arround $30 for debugging!!!
If i make the inbound call to a simple assistant, it is sending the webhook, but if I make the inbound call to a squad, the webhook is not receiving! This is undocumented and probably a bug. I really need to be able to transfer to a human if the squad is unable to solve the customer issue/question.
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Chiranjeet Mishra
07/09/2025, 6:25 PMUse dynamic transfer without squads as a workaround..
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Leobaldo Alcantara
07/09/2025, 9:03 PMI have the same problem, @Kings_big💫
I tested with single assistant, dynamic transfer call tool and an server url setup in the assistant, but when the call reach the transfer point, it just say the default transfer phrase and turn off. I'm receiving just the end of call report message, despite that transfer-destination-request is still enabled.
My call id is: 191299f8-2534-4198-bdaf-57ddaf8a2e59
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Peter Iliev
07/09/2025, 9:06 PMthis is absolutly not the goal and not acceptable as an answer. I need to have squad because one single assistant can not handle a call with so many workflows. I need to split possible directions into small assistants that has a dedicated workflow. This is obviouse bug and It is super frustrating to test your not well documented service and pay for this!
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Leobaldo Alcantara
07/09/2025, 9:09 PMSeems like the's an problem with transfer tool right now: https://discord.com/channels/1211482211119796234/1392613071209496618
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Peter Iliev
07/09/2025, 9:16 PMthe transfer is working when there is a single assistant at the call. The issue is when there are multiple assistants. I assume there is a bug between assistantDestinations and the call transfer. @Kings_big💫 coule you please pass it to the dev team
Peter Iliev
07/10/2025, 12:35 PM@Kings_big💫 is there any updates on this issue?
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Chiranjeet Mishra
07/11/2025, 8:05 PMHey Peter, apologies for the delay. Could you please share a Call ID so I could take a look why the transfer destination request is not hitting your server?
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Peter Iliev
07/11/2025, 9:41 PM@Shubham Bajaj 0493542c-243d-41d6-a576-0792a35598bd
d0348ecb-867a-42f8-8ab3-59f3fea31518
and one more side effect. If i have at the prompt the option for transfering the call to a human, the other transfers between assistants at the squad does not work.
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Chiranjeet Mishra
07/13/2025, 4:57 PMHey Peter,
Thanks for your patience. I wanted to let you know that I couldn’t get back to you sooner since it was the weekend here. I’ll make sure to check on your ticket and get back to you tomorrow with an update.
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Peter Iliev
07/14/2025, 3:16 PM@Shubham Bajaj here is another call ID: e1875446-bff9-43d4-bc47-35a8ad7c2904
Peter Iliev
07/14/2025, 3:23 PMthe call is inbound and it is utilizing a squad of 3 AI assistants. If none of them is capable to handle the issue there is an option to escalate the call to a human. The problem is that the agent do not follow that rules and always try to call the tool dynamicTransfer and at that case there is no incoming webhook from the server transfer-destination-request
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Chiranjeet Mishra
07/15/2025, 10:46 PMHey Peter Iliev,
Thanks for reaching out! We're currently swamped with a bunch of tickets and it's taking us longer than usual to get back to everyone. I know waiting isn't fun, but we want to make sure we give your issue the attention it deserves rather than rushing through it.
We'll circle back with you soon to get this sorted out.
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sanskar
07/18/2025, 1:09 PM@Peter Iliev was this resolved? facing the same issue :[
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Chiranjeet Mishra
07/19/2025, 6:06 PMHey Peter Iliev,
I sincerely apologize for the delay in our responses this week. We experimented with some process adjustments that didn’t work as intended, and unfortunately, this caused some disruptions. That’s entirely my responsibility.
Just a quick note—our team is unavailable on weekends. However, if something urgent or critical comes up, feel free to reach out to me directly, and I’ll assist you.
The support issues will be resolved in the coming weeks, and starting Monday, you can expect more consistent and improved support. Thank you so much for your patience and for continuing to stick with us!
Chiranjeet Mishra
07/26/2025, 1:40 PMHi,
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
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