Dear Vapi Team, We urgently need your assistance regarding a critical issue experienced during a client demo. During the session, the agent’s voice unexpectedly cut off mid-sentence multiple times and did not complete responses. This left the conversation incomplete and highly unprofessional. Additionally, upon reviewing the transcripts, it is clear that the assistant’s responses were not correct or relevant. The agent failed to answer appropriately throughout the call, which worsened the situation. This occurred in front of one of our key clients, and as a result, we lost significant trust with them. This is extremely disappointing and has damaged our credibility. We request that you: Review the transcripts thoroughly to understand the seriousness of the issue. Investigate the root cause of both the voice cutoff and incorrect responses. Provide us with an urgent update and corrective action plan to prevent recurrence. The affected Call ID is: 5b31bc05-ad75-4363-bb9e-91fb5d366639. We seek your immediate support and resolution on priority.

Hi Sahil, thanks for sharing your details. Our team will look into it and get back to you soon with an update.

Thanks for confirming, Praveen. Apologies if I sounded rude ... I’m just in a bit of urgency right now. I hope you understand and can provide some quick assistance

Hi Sahil, There was a message that seemed like a prompt that was labeled as the role "bot", which is typically reserved for speech. The malformed message structure likely caused the conversation flow to break. ElevenLabs kept opening websockets expecting audio to generate, but no valid text was being sent for synthesis. This caused the bot to become stuck in a loop trying to process an invalid message format. { "role": "bot", "time": 1755694547859, "endTime": 1755694547859, "message": "User Details: I am interacting with Vishwajeet Naik whose email address is ([vishwajeet.naik@global.ntt](vishwajeet.naik@global.ntt)), who holds the role of GUEST. Hi Vishwajeet, I am Luna, a Network Engineer - Routing and Switching designed and developed by NTT DATA. I am really excited about this opportunity and look forward to sharing how I can contribute to your team", "secondsFromStart": 0 }

so you mean putting this info under role: system would solve this issue permanently right ? also this was happening only few times that is 2 in 10 times rest times it was working fine.

Hi sahil, let me check with our team and get back to you.