Hello everyone, I don't understand how call transfer works on the app. I need the tool to ask the customer if he is already a customer or not. If yes then the transfer goes to number 1 otherwise to number 2. Thank you very much. I've been looking for this for hours.

@Flo C Hello! I'm here to help you with the call transfer process. To set up the call transfer based on whether the caller is an existing customer or not, you would typically need to implement an interactive voice response (IVR) system within your application that can ask the caller a question and then, based on their response, transfer the call to the appropriate number. Here's a simplified version of how this could work: 1. When the call is received, the system asks the caller, "Are you already a customer? Please say 'yes' or 'no'." 2. The system then listens for the caller's response. 3. If the caller says "yes," the call is transferred to number 1, which is +1123123123. 4. If the caller says "no," the call is transferred to number 2, which is +1123123141. To implement this, you would need to use voice recognition software to interpret the caller's response and then use the

transferCall

function with the appropriate phone number based on the caller's answer. If you need help setting this up or have any other questions, please let me know!

How use the transfercall fonction ?

@Flo C To use the

transferCall

function, you need to specify the destination to which the call should be transferred. The destination can be an

AssistantTransferDestination

if you're transferring to another assistant, or a

PhoneNumberTransferDestination

if you're transferring to a specific phone number. Here's a basic example of how to use the

transferCall

function:

javascript
transferCall({
  destinations: [
    {
      type: "PhoneNumberTransferDestination", // Specify the type of destination
      number: "+1123123123" // Replace with the actual phone number
    }
  ]
});

In the context of your query, where you want to ask the customer if they are already a customer and then transfer the call based on their response, you would first need to implement a mechanism to capture the customer's response. This could involve an IVR system as mentioned earlier. Once you have the customer's response, you would call

transferCall

with the appropriate destination. If you need assistance with setting up the IVR system or any other part of the process, please let me know!

yes i need assistance

@Flo C Certainly! To assist you with setting up the call transfer functionality, I'll need to know a bit more about your current setup. Specifically, we need to establish the following: 1. Do you have an IVR system in place that can prompt the caller and capture their response? 2. What programming language or platform are you using to develop your voice application? 3. Do you have access to the

transferCall

function in your development environment, or do you need guidance on how to integrate it? Once I have this information, I can provide you with more detailed instructions on how to implement the call transfer based on the customer's response. If you're not sure about any of these details, please let me know, and I can guide you through the process of finding out what you need.

1: yes i have vapi tool 3: i dont know

@Flo C Great, since you have a VAPI (Voice API) tool, you can use it to create an IVR system that interacts with the caller. Here's a general outline of the steps you would follow: 1. **Capture the Caller's Response**: Use your VAPI tool to play a message asking if the caller is an existing customer and prompt them to respond with 'yes' or 'no'. Your VAPI tool should be able to recognize speech or DTMF tones as input. 2. **Analyze the Response**: Once the caller responds, your system should be able to determine whether they said 'yes' or 'no'. 3. **Transfer the Call**: Based on the caller's response, you will use the

transferCall

function to route the call to the appropriate number. Since you're not sure how to access the

transferCall

function, I would recommend checking the documentation of your VAPI tool or reaching out to their support team for specific instructions on how to implement this function. If your VAPI tool has a function similar to

transferCall

, it might look something like this in pseudocode:

javascript
if (callerResponse === 'yes') {
  transferCall('+1123123123'); // Transfer to number 1 for existing customers
} else if (callerResponse === 'no') {
  transferCall('+1123123141'); // Transfer to number 2 for new customers
}

Please replace

'+1123123123'

and

'+1123123141'

with the actual phone numbers you wish to transfer the calls to. If you need further assistance or if you'd like me to guide you through the actual implementation using your specific VAPI tool, please provide me with the name of the tool or any additional details you have.

@Flo C You may achieve this by utilizing prompting techniques. I suggest adapting the following prompt to suit your current needs, and I would appreciate your feedback on the outcome.

prompt

[Conversation Flow]  
1. **Ask:** "Hello, are you an existing customer with us?"  
   - If the response is **yes**, proceed to Step 2.  
   - If the response is **no**, proceed to Step 3.  
   - If the response is unclear, politely ask: "Could you clarify if you are an existing customer?"  
2. **Existing Customer**  
   - Trigger the `transferCall` tool with `<number-1>`.  
3. **New Customer**  
   - Trigger the `transferCall` tool with `<number-2>`.

Hi Shubham, thx very much for the reply. Am I suppose to setup a tool in addition of the prompt ?

@Flo C could you share the call id so i can take a look?

yes ofc ! can i pm you ?