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Updated the assistant based warn transfer docs #618

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ramsrib merged 1 commit into from
Aug 15, 2025
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Updated the assistant based warn transfer docs #618

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99 changes: 70 additions & 29 deletions fern/calls/assistant-based-warm-transfer.mdx
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Original file line number Diff line number Diff line change
Expand Up @@ -42,25 +42,24 @@ The `function.name` property identifies your transfer tool. Use this name when i
{
"type": "transferCall",
"function": {
"name": "warmTransferAssistant"
"name": "salesTransferAssistant"
},
"destinations": [
{
"type": "number",
"number": "+14155551234",
"message": "I am forwarding your call to customer support. Please stay on the line.",
"transferPlan": {
"mode": "warm-transfer-experimental",
"transferAssistant": {
"firstMessage": "Hi, I have a customer waiting. Are you available to take this call?",
"firstMessage": "Hello, I have a customer on the line. Are you available to take this call?",
"maxDurationSeconds": 120,
"model": {
"provider": "openai",
"model": "gpt-4o",
"messages": [
{
"role": "system",
"content": "You are handling a warm transfer. Check if the operator is available. If yes, call transferSuccessful. If no answer or voicemail detected, call transferCancel."
"content": "You are a transfer assistant designed to facilitate call transfers between a customer and an operator. Your core responsibility is to talk to the operator and manage the transfer process efficiently. \n\n## Core Responsibility \n - Facilitate the transfer process by using transferSuccessful or transferCancel tools. Engage briefly with the operator as needed and then facilitate the transfer by calling the corresponding transfer tool. \n ## When to Respond\n- Answer questions about the transfer process or provide summaries when specifically asked by the operator\n- Respond to direct questions about the current transfer situation\n\\n ## Transfer Tools\n- Use transferSuccessful when the operator agrees to accept the call\n- Use transferCancel when the transfer cannot be completed\n\n- Only call the tool when you addressed all the operators questions"
}
]
}
Expand All @@ -71,7 +70,11 @@ The `function.name` property identifies your transfer tool. Use this name when i
"messages": [
{
"type": "request-start",
"content": "I am forwarding your call to customer support. Please stay on the line."
"content": "I'll transfer you to our sales team. Please hold for a moment."
},
{
"type": "request-failed",
"content": "I apologize, but I'm having trouble connecting your call. Is there anything else I can help you with?"
}
]
}
Expand Down Expand Up @@ -134,7 +137,6 @@ The transfer assistant can be configured to handle various operator responses:
{
"type": "number",
"number": "+14155551234",
"message": "Transferring you to our specialist. Please hold.",
"transferPlan": {
"mode": "warm-transfer-experimental",
"transferAssistant": {
Expand All @@ -150,10 +152,6 @@ The transfer assistant can be configured to handle various operator responses:
}
]
}
},
"fallbackPlan": {
"message": "I couldn't reach our specialist. Let me help you directly instead.",
"endCallEnabled": false
}
}
}
Expand All @@ -162,6 +160,11 @@ The transfer assistant can be configured to handle various operator responses:
{
"type": "request-start",
"content": "Transferring you to our specialist. Please hold."
},
{
"type": "request-failed",
"content": "I couldn't reach our specialist. Please try again later.",
"endCallAfterSpokenEnabled": true
}
]
}
Expand All @@ -177,20 +180,15 @@ Configure different transfer assistants for different departments:
{
"type": "transferCall",
"function": {
"name": "warmTransferAssistant"
"name": "departmentTransferAssistant"
},
"destinations": [
{
"type": "number",
"number": "+1234567890",
"description": "Sales Department",
"description": "Sales team transfer line",
"transferPlan": {
"mode": "warm-transfer-experimental",
"holdAudioUrl": "https://assets.example.com/hold-music.mp3",
"fallbackPlan": {
"message": "Sorry, none of our account executives are available right now. Our team get back to you later",
"endCallEnabled": false
},
"transferAssistant": {
"firstMessage": "Hey there, I have a potential customer interested in our enterprise plans. Are you available to pick up the call?",
"maxDurationSeconds": 60,
Expand All @@ -200,7 +198,49 @@ Configure different transfer assistants for different departments:
"messages": [
{
"role": "system",
"content": "You are a transfer assistant designed to facilitate call transfers between a customer and an operator. Your core responsibility is to talk to the operator and manage the transfer process efficiently. \n\n## Core Responsibility \n - Facilitate the transfer process by using transferSuccessful or transferCancel tools. Engage briefly with the operator as needed and then facilitate the transfer by calling the corresponding transfer tool. \n ## When to Respond\n- Answer questions about the transfer process or provide summaries when specifically asked by the operator\n- Respond to direct questions about the current transfer situation\n\\n ## Transfer Tools\n- Use transferSuccessful when the operator agrees to accept the call\n- Use transferCancel when the transfer cannot be completed\n\n Rule: Only call the tool when you addressed all the operators questions"
"content": "You are a transfer assistant designed to facilitate call transfers between a customer and an operator. Your core responsibility is to talk to the operator and manage the transfer process efficiently. \n\n## Core Responsibility \n - Facilitate the transfer process by using transferSuccessful or transferCancel tools. Engage briefly with the operator as needed and then facilitate the transfer by calling the corresponding transfer tool. \n ## When to Respond\n- Answer questions about the transfer process or provide summaries when specifically asked by the operator\n- Respond to direct questions about the current transfer situation\n\\n ## Transfer Tools\n- Use transferSuccessful when the operator agrees to accept the call\n- Use transferCancel when the transfer cannot be completed\n\n- Only call the tool when you addressed all the operators questions"
}
],
"tools": [
{
"type": "transferSuccessful", // built-in tool
"function": {
"name": "transferSuccessful",
"description": "Confirm the transfer when operator accepts"
},
"messages": [
{
"type": "request-start",
"content": "Great! I'll connect you to the customer now. One moment please."
},
{
"type": "request-complete",
"content": "https://desert-horse-9859.twil.io/assets/call_complete_chime.mp3"
}
]
},
{
"type": "transferCancel", // built-in tool
"function": {
"name": "transferCancel",
"description": "Cancel the transfer if operator declines or is unavailable"
},
"messages": [
{
"type": "request-complete",
"content": "I'll let the customer know about it."
}
]
},
{
"type": "function", // custom tool
"function": {
"name": "getCustomerInfo",
"description": "Get detailed customer information"
},
"server": {
"url": "https://vapi-webhook-listener-five.vercel.app/customer"
}
}
]
}
Expand All @@ -210,22 +250,15 @@ Configure different transfer assistants for different departments:
{
"type": "number",
"number": "+0987654321",
"description": "Technical Support",
"description": "Technical Support team transfer line",
"transferPlan": {
"mode": "warm-transfer-experimental",
"holdAudioUrl": "https://assets.example.com/hold-music.mp3",
"transferAssistant": {
"firstMessage": "Hey there, I have a customer experiencing issues with API integration. Can you help?",
"maxDurationSeconds": 90,
"model": {
"provider": "openai",
"model": "gpt-4o",
"messages": [
{
"role": "system",
"content": "Transfer to tech support. Explain the technical issue the customer is experiencing."
}
]
"model": "gpt-4o"
}
}
}
Expand All @@ -234,7 +267,15 @@ Configure different transfer assistants for different departments:
"messages": [
{
"type": "request-start",
"content": "I am forwarding your call to enterprise team. Please stay on the line."
"content": "I'll transfer you to our team. Please hold for a moment."
},
{
"type": "request-complete",
"content": "https://desert-horse-9859.twil.io/assets/soothing-sound.mp3" // played as hold music on the customer's side of the call
},
{
"type": "request-failed",
"content": "Sorry, none of our account executives are available right now. Our team get back to you later."
}
]
}
Expand Down Expand Up @@ -270,7 +311,7 @@ Configure your transfer assistant to:
- Requires `warm-transfer-experimental` mode
- Only works with Twilio phone numbers
- Calls are limited by `maxDurationSeconds` to prevent indefinite duration
- Built-in tools (`transferSuccessful`, `transferCancel`) are predefined and cannot be modified
- Built-in tools (`transferSuccessful`, `transferCancel`) are predefined and cannot be removed
- The transfer assistant has access to the previous conversation context
</Info>

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