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Assistant repeats itself
# support
m
Hello! I have this weird issue where the assistant repeats itself around 3m15sec, do you know what could have happened? https://dashboard.vapi.ai/calls/c2439d03-ee18-407d-b964-32f246c071bb I checked and it's not requesting a tool or anything, it just says: 00:05:54:455 [LOG] Model output: Thank you, Jamie. 00:05:54:456 [CHECKPOINT] Voice audio requested 00:05:54:456 [LOG] Voice input: Thank you, Jamie. You'll be bringing three bags when you travel to Washington D C to see your mother.Thank you, 00:05:54:499 [LOG] Model output: You'll be bringing three 00:05:54:549 [LOG] Model output: bags when you travel to 00:05:54:597 [LOG] Model output: Washington DC to see your 00:05:54:637 [LOG] Model output: mother. Do 00:05:54:638 [LOG] Voice input: Jamie. You'll be bringing three bags when you travel to Washington D C to see your mother. 00:05:54:682 [LOG] Model output: you have any specific 00:05:54:693 [CHECKPOINT] Voice audio received 00:05:54:728 [INFO] Turn latency: 2118ms (transcriber: 0ms, endpointing: 501ms, kb: n/a, model: 983ms, voice: 600ms) 00:05:54:728 [CHECKPOINT] Assistant speech started
c
Hey Mistermanu#000, Thank you for reaching out. Please note that our team does not operate over the weekend. We'll be back in the office on Monday and will dive straight into your issue then to determine the best way forward.
m
this is another call where 3min in the AI repeats itself back to back
why is this happening suddenly?
@Vapi Support Bot @Shubham Bajaj @Sahil
thanks for your help!
@Vapi
c
To help track down this issue, could you share one or two: \- The call ID \- When exactly this happened (the timestamp) \- What response you expected to get \- What response you actually got instead This would really help us figure out what went wrong!
j
@Kings_big💫 I am having the same issue - I will try to pull a call ID
5447e56a-05e0-407e-b073-30b2146d6292
699c7ee5-fa0e-43fb-8da4-fdbdd4b86747
180f8f87-ac18-4328-9954-9619714bfd29
I will opena separate ticket as well
c
Hey Mistermanu#000, 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!
m
Do you work for @Vapi ? I've given all of the information you asked for in this post. Just scroll up!
p
also having the same issue here
m
@Shubham Bajaj ?
k
Thank you for sharing your information! I’ll keep you posted as I work on resolving your issue. Your patience is truly appreciated..
Please kindly share your call_id thanks..
m
It's right above!
e0f6a0c0-8a83-4b5d-a0da-70f8823ef059
c2439d03-ee18-407d-b964-32f246c071bb
@Kings_big💫
k
Got it looking into it
Please refresh your browser. After that, try making a few test calls. This should fix the issue..
m
@User It's a customer's phone line. What did you change exactly because I have my own platform passing the config to VAPI...I'd like to make sure it doesn't happen to other customers.
c
Hey Mistermanu#000, 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!
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
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