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Call transfer happening when it is not supposed to
# support
c
I created an assistant and deployed it to a Twilio number. Also, I have added a call forwarding number, just in case if the user asks to speak to a human. The goal of the AI assistant is to answer the questions that users may have and guide them to book an appointment. However, whenever someone asks for an appointment or a demo of the product, it is forwarding the call. I have clearly mentioned it to not to transfer the call for appointment or demo. Instead it has to collect the user's information like Name, email address and a suitable time for appointment. But even before asking these details it is forwarding the call. Can someone help me fix the issue? I specifically added this in the system prompt - Please keep your responses crisp and to the point. Do not transfer the call unless the user wants to talk to a real human. For booking a demo, you are just supposed to collect the user information and NOT transfer or forward the call. If the user asks for services, please list the services from the below information. If the user asks for a Demo, do not transfer the call. Instead ask the user to give their details so that you can set up an appointment for a demo. Do not transfer the call unless the user asks to speak to a human. Now sometimes it asks for information for the appointment and then transfers the call and sometimes it transfers the call directly without even asking the information. It should not do that in both these cases.
v
message has been deleted
@Chandu19 It sounds like there may be an issue with how the assistant is interpreting the user's intent when they request an appointment or a demo. To address this, we should review the assistant's configuration, particularly the logic that determines when to forward a call. Since you've mentioned that the assistant should not forward the call when a user is asking for an appointment or a demo, we need to ensure that the 
forwardingPhoneNumber
attribute is not being triggered in these scenarios. As per the context provided, setting the 
forwardingPhoneNumber
attribute to null or an empty string ('') can help avoid unintended call forwarding. Here's what we can do: 1. Check the assistant's intent recognition settings to confirm that it correctly identifies requests for appointments and demos. 2. Review the conditions under which the 
forwardingPhoneNumber
is being used. Ensure that it's not set for appointment or demo-related intents. 3. Update the assistant's dialogue flow to explicitly collect user information (name, email, and suitable time) when an appointment or demo is requested, and confirm with the user before ending the call. If you have access to the assistant's configuration, please make these checks and updates. If you're unsure how to proceed or if the problem persists, please ask support for more info on this, and they will guide you through the necessary steps to resolve the issue.
You can continue this conversation by mentioning me in the message.
s
share the 2 call ids with actual vs exepcted responses.
s
Marking it as close since there was no response.
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