Hello VAPI Support Team, we are facing an urgent issue with our VAPI Custom Care integration. Although our query tool (Tool ID: 563dfa9c-34cd-4d95-978f-b89ea86b2c48) is linked to the knowledge base and invoked during chats with our chatbot (Chatbot ID: d2a05855-e065-437d-b9b5-b74864d79a25), the responses returned to users are either empty, unrelated, or not reflecting the KB content. For example, when asking “How do I assign an account to Custom Care?”, the logs confirm the tool call is happening, yet the user receives an incorrect or arbitrary response. We have confirmed that the KB is indexed, the tool exists, and is connected properly, but the expected retrieval results are not surfacing. Please check the backend logs for the tool ID during chat invocations, verify whether the correct retrieval payload is being returned, and ensure the chatbot is rendering tool results rather than falling back to cached or unrelated outputs. If required, we can share conversation IDs, timestamps, and request/response payloads immediately. This issue is blocking our KB-based support flow, so your prompt assistance and guidance on the next troubleshooting steps would be greatly appreciated.** https://cdn.discordapp.com/attachments/1417099447321755792/1417099449070522368/Screenshot_from_2025-09-15_14-58-23.png?ex=68c94035&is=68c7eeb5&hm=a3e0344c0f27c0b566d127b1ec55b5c9a60db7c28c8048975ef3ac04f7d8c55f&

Hey @Devexhub I reviewed your issue and it looks like the query tool is being triggered, but the responses aren’t aligning with the KB, which usually indicates a retrieval mismatch or rendering fallback. To pinpoint the cause, I’ll need a sample conversation ID with the request/response payload so I can verify the backend logs, check the retrieval payload, and ensure the chatbot surfaces the correct KB content. Can you share that?

sure

Thanks for sharing the IDs. I’ve dealt with this kind of VAPI issue before, and I can help you sort it out by checking the payloads, logs, and setup so the chatbot pulls the right KB answers. Since it’ll take some hands-on work, it might be easier if we continue the details in private and set it up as a support session. What’s the best way to connect?