Inbound customer support

Navigate to Assistants

Go to dashboard.vapi.ai and click Assistants in the left sidebar.

Create a new assistant

• Click Create Assistant.
• Select Blank Template as your starting point.
• Change assistant name to Tom.

Navigate to Tools

Open your dashboard.vapi.ai and click Tools in the left sidebar.

Create a tool for retrieving account balance

• Click Create Tool.

• Select Function as your tool type.

• Change tool name to get_balance.

• Add the following function description:

  Function Description

  Retrieve the balance for an account based on provided account holder name and last 4 digits of the phone number.

• Scroll down to the Knowledge Bases section and add the following knowledge base:

  • Name: accounts
    Description: Use this to retrieve account information
    File IDs: <File ID of your accounts.csv file>

Create a tool for retrieving account transactions

• Click Create Tool.

• Select Function as your tool type.

• Change tool name to get_recent_transactions.

• Add the following function description:

  Function Description

  Return the three most recent transactions for a specific account.

• Scroll down to the Knowledge Bases section and add the following knowledge bases:

  • Name: accounts
    Description: Use this to retrieve account information
    File IDs: <File ID of your accounts.csv file>

  • Name: transactions
    Description: Use this to retrieve transactions
    File IDs: <File ID of your transactions.csv file>

Create a tool for looking up account

• Click Create Tool.

• Select Function as your tool type.

• Change tool name to lookup_account.

• Add the following function description:

  Function Description

  Look up account based on provided name and last 4 digits of the phone number.

• Scroll down to the Knowledge Bases section and add the following knowledge bases:

  • Name: accounts
    Description: Use this to retrieve account information
    File IDs: <File ID of your accounts.csv file>

Add tools to assistant

• Click Assistants in the left sidebar.
• Make sure Tom is selected in the list of assistants.
• Scroll down until you see Tools accordion. Expand it.
• In the expanded accordion, add get_balance and get_recent_transactions tools.
• Click Publish to save your changes.

Navigate to Phone Numbers

Open your dashboard.vapi.ai and click Phone Numbers in the left sidebar.

Create a new phone number

• Click Create Phone Number.
• Stick with Free Vapi Number.
• Enter your preferred area code (e.g. 530).

Configure the phone number

• Set the Phone Number Name to Vapi Support Hotline.
• Under Inbound Settings find Assistant dropdown and select Tom from the list.
• Changes are saved automatically.

Navigate to Test Suites page

• Open your dashboard.vapi.ai.
• Below the Build section, find and expand the Test section.
• In the expanded section, click Voice Test Suites.

Create a new test suite

• On the Test Suites page, click Create Test Suite.
• Click on New Test Suite and change the name to Support Hotline Test Suite.
• Set the Assistant to Tom.
• Set the Phone Number to Vapi Support Hotline.
• Under Test Cases, click Generate Tests.
• Use the following prompt to generate the test case:

Test that the assistant can verify a customer account using phone number, retrieve their current balance, and provide recent transaction history.

• Accept the generated test case.
• Click Run Test Suite to execute the tests.

Run the test suite

Click Run Tests to execute the tests.