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how can the on-hold-specialist-transfer come back ...
# support
e
We are following https://docs.vapi.ai/phone-calling/on-hold-specialist-transfer to implement on hold specialist transfer. We have questions on the step 6 (if not branch) Merge or Exit If the specialist answers, they join the user. ==> If not, the user is taken off hold and the call ends or goes back to AI. Can you help expand more on how to go back to the original VAPI agent if possible which has talked with users before transfer and on-hold? Thanks
v
Absolutely, I can help with that! When implementing the "Merge or Exit" functionality in your on-hold specialist transfer, if the specialist does not answer, you can return the user to the original VAPI agent by following these steps: 1. **Store Call Context**: When the call is initially received, make sure to store the context of the call, including the 
CallSid
and any relevant user information. This will help you identify the original agent when the call needs to be returned. 2. **Set Up a Fallback Mechanism**: In your callback logic for handling unanswered calls, you can implement a fallback that checks if the specialist answered. If they did not, you can trigger a function to return control to the original VAPI agent. 3. **Use Twilio's Call Update**: You can use Twilio's API to update the call status. If the specialist does not answer, you can send a request to update the call URL to point back to the original VAPI agent's handling logic. This can be done using the 
CallSid
you stored earlier. 4. **Example Code Snippet**: Here’s a simplified example of how you might implement this in your callback:
Copy code
javascript
   twilio.calls('POST', '/handle-no-answer', (req, res) => {
       const { CallSid } = req.body;

       // Logic to return to the original VAPI agent
       twilio.calls.update(CallSid, {
           url: 'http://yourserver.com/original-agent-handler', // URL to handle the original agent
           method: 'POST'
       });
   });
5. **Dynamic Messaging**: Before transferring the user back, you might want to play a message informing them that they are being returned to the original agent. This can enhance the user experience. 6. **Testing**: Make sure to test this flow thoroughly to ensure that the transition back to the original agent is seamless and that the user experience remains smooth.
By following these steps, you should be able to effectively return the user to the original VAPI agent if the specialist does not answer. If you have any more questions or need further clarification, feel free to ask! 😊 Source: - [On-Hold Specialist Transfer Documentation](https://docs.vapi.ai/phone-calling/on-hold-specialist-transfer)
e
Huge thanks. I will give a try and see whether it works
What is url: 'http://yourserver.com/original-agent-handler
s
@Ethan Its an AI generated URL for updating twilio twiml.
@Ethan Instead of creating a new call, you want to keep the customer in the same conference call and bring back the VAPI assistant when a specialist transfer fails.
We will use the existing conference transfer feature to maintain the call continuity and add the VAPI assistant back to the conference when needed.
Copy code
ts
app.post("/participant-status", async (req, res) => {
  const callStatus = req.body.CallStatus;
  if (["no-answer", "busy", "failed"].includes(callStatus)) {
    try {
      const conferenceName = `conf_${globalCallSid}`;
      
      // 1. Play message in conference
      const twiml = new VoiceResponse();
      twiml.say("I apologize, but the specialist is not available. Reconnecting you with our AI assistant.");
      
      // 2. Create VAPI assistant call leg to join conference
      await twilioClient.calls.create({
        to: VAPI_ASSISTANT_WEBHOOK_URL,
        from: originalFromNumber,
        twiml: `<Response><Dial><Conference endConferenceOnExit="true" startConferenceOnEnter="true">${conferenceName}</Conference></Dial></Response>`,
        statusCallback: "<insert-here>",
        statusCallbackEvent: ['start', 'end', 'join', 'leave'],
        statusCallbackMethod: 'POST',
        parameters: {
          vapiContext: JSON.stringify({
            originalCallId: globalCallSid,
            transferFailed: true
          })
        }
      });

    } catch (err) {
      console.error("Error returning VAPI to conference:", err);
    }
  }
  return res.sendStatus(200);
});
@Ethan do let me know how it goes for you.
e
Cool. We will let you know if we get some conclusion
One more question is in the VAPI document https://docs.vapi.ai/phone-calling/on-hold-specialist-transfer, can you help explain how to keep the warm transfer while handle the no-answer status call back. We think this paragraph gives some detail: "Note on Replacing “Connect” with Vapi Tools Vapi offers built-in functions or custom tool calls for placing a second call or transferring, you can replace the manual /connect call with that Vapi functionality. The flow remains the same: user is put in a Twilio conference, the specialist is dialed, and any no-answer events are handled."? But we don't fully understand it. cc: @Vapi Support Bot
v
Absolutely! The paragraph you're referring to discusses how to utilize VAPI's built-in functions to streamline the process of handling call transfers, particularly in the context of a warm transfer. Here's a breakdown of how to keep the warm transfer while managing no-answer callbacks: 1. **Using VAPI Tools**: Instead of manually initiating a call with the 
/connect
endpoint, you can leverage VAPI's built-in functions. These functions are designed to handle the complexities of call transfers more efficiently. 2. **Conference Setup**: When a user is placed on hold, they are put into a Twilio conference. This allows you to manage multiple participants (the user and the specialist) in a single call flow. 3. **Dialing the Specialist**: While the user is in the conference, you initiate a call to the specialist. If the specialist answers, they join the conference, and the call continues seamlessly. 4. **Handling No-Answer Events**: If the specialist does not answer, the VAPI tools can handle this scenario by executing a predefined callback. This callback can include logic to play a message to the user, informing them that the specialist is unavailable, and then return control to the original VAPI agent or assistant. 5. **Maintaining Call Continuity**: By using the conference feature, you ensure that the user remains in the same call environment, which enhances the user experience. The VAPI assistant can be brought back into the conference without needing to create a new call, thus maintaining continuity. In summary, by replacing the manual 
/connect
call with VAPI's built-in functionalities, you can streamline the transfer process, handle no-answer scenarios effectively, and keep the user engaged in the same conference call. If you have any more questions or need further clarification, feel free to ask! 😊 Source: - [On-Hold Specialist Transfer Documentation](https://docs.vapi.ai/phone-calling/on-hold-specialist-transfer)
e
@User how can the VAPI tool handle the non-answer events by executing a predefined callback? We have predefined callback, but we don't know how to hook it up to VAPI agent.
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