Multi Intent Call Router with RAG Instructions

A voice assistant that identifies caller intent through conversation, then retrieves tailored instructions via RAG to handle requests like service inquiries, person transfers, and appointment scheduling. The assistant routes calls based on detected intent and executes dynamic workflows pulled from an external knowledge base.

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The numbers

latency—

cost / min—

frameworkVapi

The stack

telephonyTwilio Voice

speech-to-textDeepgram Nova-3

llmGPT-4o

text-to-speechElevenLabs Flash v2.5

System prompt

raw_prompt

The prompt compels Alex to greet the caller, ask how it can help, and narrow the request to one of the supported intents (supported_service_request, request_specific_person, etc.). It limits the assistant to one clarifying question at a time and enforces guardrails (no tool chatter, no filler, safety policies).

Config

config.json

{
  "barge_in": true,
  "tools": [
    {
      "name": "get_instructions",
      "description": "Tool: get_instructions",
      "type": "function"
    },
    {
      "name": "transfer_to_live_agent",
      "description": "Tool: transfer_to_live_agent",
      "type": "function"
    },
    {
      "name": "end_call_tool",
      "description": "Tool: end_call_tool",
      "type": "function"
    }
  ],
  "workflow": "intent_discovery -> fetch_instructions -> execute_action",
  "assistant_name": "Alex (Customer Handler)"
}

Tools

get_instructionsTool: get_instructions
transfer_to_live_agentTool: transfer_to_live_agent
end_call_toolTool: end_call_tool

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