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Integrating VAPI Outbound Call Feature with Existi...
# support
i
Hello VAPI team, We are seeking guidance on integrating VAPI's outbound call feature with third-party dialer companies that are already making outbound calls via their APIs. Specifically, we need to understand how to incorporate VAPI's bot functionality, ensuring the context (like customer names and other details) is passed appropriately. Context: Many of our customers use third-party dialers, which make outbound calls to numbers uploaded in their CRM. These dialers typically handle the call initiation and routing but lack the ability to provide detailed context to VAPI's bot. Challenge: When using the VAPI Create Call API, we pass specific context details (e.g., customer name) to personalize the bot's interaction. However, if the call is initiated by an external dialer, this context may not be directly available to VAPI. Questions: Webhook: How can we ensure that when a third-party dialer initiates an outbound call, the necessary context (customer name, etc.) is passed to VAPI's bot? API: Is there a recommended workflow for third-party dialers to interact with VAPI to maintain context? For example, should they first hit an endpoint in our system to store the context before initiating the call through VAPI? Call Transfer Mechanism: What is the best practice for transferring a call initiated by a third-party dialer to VAPI, ensuring the bot has all the required information to handle the interaction effectively? Proposed Solution: Our initial thought is to have the third-party dialers send a webhook to our system with the call details, including any contextual information. We would then store this information temporarily and initiate the call via VAPI, ensuring the bot has the necessary context. However, we are looking for your expert advice on whether this is the optimal approach or if there are better practices we should consider. We appreciate your assistance and look forward to your guidance on this integration.
v
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@IP_NINJA Hello there, Thank you for reaching out with your integration questions. It's great to hear that you're looking to enhance your outbound call capabilities with VAPI's bot functionality. Let's address your queries one by one: 1. **Webhook**: To ensure that the necessary context is passed to VAPI's bot when a third-party dialer initiates an outbound call, you can indeed use a webhook. The third-party dialer can send a webhook to your system with the call details and context. Your system can then use this information to create a call with VAPI, including the context as part of the call setup. 2. **API Workflow**: The recommended workflow would be for the third-party dialer to hit an endpoint in your system with the context details before initiating the call. Your system would then store this context and use the VAPI Create Call API to start the call with the bot, passing along the stored context. 3. **Call Transfer Mechanism**: For transferring a call initiated by a third-party dialer to VAPI, the best practice would be to use a handover protocol that your system and the third-party dialer agree upon. This could involve your system providing an API endpoint that the third-party dialer calls to transfer the call to VAPI, along with the context. Your system would then handle the transfer by initiating a new call to VAPI with the context included. Your proposed solution aligns well with these best practices. By having third-party dialers send a webhook to your system, you can maintain control over the context and ensure that it is passed correctly to VAPI's bot. This approach allows for a seamless integration and a personalized experience for the end customer. If you need further assistance with the technical implementation or have any more questions, please feel free to ask. We're here to help you make the most out of VAPI's capabilities.
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i
I need to understand the implementation aspect because the third party dialer is dialing from their side. They can our VAPI APIs to make outbound call but they also have same dialing functionality which enables recording, dnc, bot detection etc. How to integration both is what we are looking for.
s
Sent you a appointment meeting link we can talk over there
i
Thanks @Sahil Looking forward to have a call with you and discuss the challenges we are facing.
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