I am in the process of implementing VAPI for my professional service business. I want to customize the warm transfer process so that the AI agent puts the caller on hold while notifying the human agent of the call. My goal is to allow the human agent to decide whether or not to take the call. If yes, then the AI agent will transfer the call to the human agent. If no, then the AI agent will go back to the caller and offer voicemail or to take a message. I'm not finding any specifics on how to customize the warm transfer plan/process to accomplish my goals, including how to customize the call flow so that the caller's hold experience is what I want (i.e., currently, the AI agent initiates the transfer while notifying the human agent of the call. This results in the caller hearing "ringing" for a prolonged period of time. Just want the caller to be on a hold until the transfer is confirmed by the human agent who will receive the call.). Can anyone point me to documentation on this/these topics (VAPI or third party)? Any videos out there on this/these topics? FYI...I am not a developer/coder, but conceptually, I understand the steps...just need to gain some insight into how to get this done. Any assistance would be appreciated.

@cbr8 I'm glad to hear you're interested in customizing the warm transfer process with VAPI for your business. While I don't have access to external documentation or videos, I can certainly guide you through the conceptual steps you'd need to take to achieve your goals. To customize the warm transfer process as you've described, you would typically need to: 1. **Modify the Call Flow**: Adjust the call flow logic to include a step where the AI agent puts the caller on hold with a custom message or music, rather than initiating an immediate transfer. 2. **Notify the Human Agent**: While the caller is on hold, the AI agent would notify the human agent of the incoming call, possibly through an internal messaging system or a separate phone notification. 3. **Human Agent Decision**: The human agent would then have the option to accept or decline the call. 4. **Transfer or Message**: Based on the human agent's decision, the AI agent would either: - Transfer the call to the human agent if they've accepted. - Return to the caller with options for voicemail or taking a message if the human agent has declined. To implement these steps, you would need to work with a developer or a technical team member who can adjust the call flow scripts and integrate the necessary logic for hold, notification, and transfer decisions. Since you're not a developer, I would recommend reaching out to the support team of your VAPI provider or a professional service that specializes in voice API integrations. They should be able to provide you with the specific documentation, resources, or direct assistance to customize the warm transfer process to your liking. If you have any further questions or need assistance with other aspects of VAPI, feel free to ask.

@Vapi thank you for your reply. I have a technical oriented member of my staff who is spear heading the development work, and your clarification of the conceptual steps are helpful and a nice confirmation of what we have been thinking.

@cbr8 You're very welcome! It's great to hear that the information provided aligns with your team's thinking. Having a technically oriented staff member to spearhead the development work will certainly be beneficial. If you or your team member have any more questions or need further clarification as you progress with the implementation, don't hesitate to reach out. Best of luck with your VAPI integration, and I hope it enhances your professional service business effectively!

@Vapi what is the best way to contact VAPI support to get some technical traction on these topics?

@cbr8 The best way to contact VAPI support for technical assistance is by visiting their support page. You can find the support page at the following URL: [https://docs.vapi.ai/support](https://docs.vapi.ai/support). Once there, you can search for specific topics or reach out directly for help. If you need more detailed guidance or have specific questions, their support team should be able to provide the technical traction you're looking for.

If anyone other than @Vapi has any thoughts on this topic, I would appreciate it.

@cbr8 Please ask support for more info on this.

Did you find any solutions to warm transfer? I also need something similar - we have warm transfer running, but if the user does not answer the phone and it goes to their voicemail it appears to the caller that the line is silent - but they are on the voicemail - anyone customised the warm transfer?

@cbr8 @LeeSykes give me sometime to check possible solutions if any.

Hi @Shubham Bajaj I'm happy building external api tools etc but can you give an idea of what you mean / where to start. Are there any docs on custom transfer flows? I thought putting the caller on hold would be core vapi code? Thanks!

@LeeSykes The ideas is you We'll need to set up call transfers from our system to another number within Twilio Flex, and then building a reliable transfer system in Flex isn't too complicated, but it'll take some work to get it right.

@Shubham Bajaj Can we play music now, instead of just keeping with the ringing sound?

@seygi can you raise the feature request over here https://roadmap.vapi.ai