How can I make my assistant transfer the call to a...
# supports
simon84734
03/25/2025, 6:02 AMMy assistant ID is e77615bd-fa4b-490e-b752-4ccabf932131
v
Vapi Support Bot
03/25/2025, 6:03 AMHi Simon! 👋
I don't have specific information about your assistant with ID e77615bd-fa4b-490e-b752-4ccabf932131, but I can definitely help with setting up call transfers when users press '0'.
According to the information I found, Vapi cannot directly detect DTMF tones (like pressing '0'), so you'll need to use an external solution. Here's how to set this up:
1. **Use Twilio Flex to capture the key press**: Vapi [can't accept key presses or DTMF tones directly](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1342504647520157788), so you'll need to use Twilio Flex or a similar solution to detect when a user presses '0'.
2. **Transfer the call to Vapi**: After Twilio Flex captures the '0' press, you can transfer the call to your Vapi assistant.
3. **Use the
transferCalltransferCallforwardingPhoneNumber Copy code
javascript
// Example of using transferCall function
transferCall({
forwardingPhoneNumber: "+15558675309" // Must be in E.164 format
})forwardingPhoneNumber{forwarding_number}Vapi Support Bot
03/25/2025, 6:03 AM- [Discord conversation about dynamic call transfers](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336742506230054953)
s
simon84734
03/25/2025, 4:13 PM@Vapi any advice?
simon84734
03/25/2025, 8:46 PM@Shubham Bajaj is this something taht vapi currently supports?
s
Shubham Bajaj
03/26/2025, 2:03 PM@simon84734 To implement this functionality, you need to:
1. Enable DTMF (keypad) detection in your assistant
2. Configure your system prompt to listen for the "0" key press
3. Add a transferCall tool with a human agent phone number as the destination
4. Update your system prompt to handle the "0" key press appropriately
Here's how to implement this:
## Step 1: Enable Keypad Input in Your Assistant Configuration
First, make sure your assistant is configured to detect DTMF tones by enabling the keypadInputPlan:
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javascript
// When creating your assistant
const assistant = await client.assistants.create({
name: "Your Assistant Name",
model: {
provider: "openai",
model: "gpt-4o",
messages: [
{
role: "system",
content: YOUR_SYSTEM_PROMPT // We'll modify this in step 3
}
]
},
keypadInputPlan: {
enabled: true,
timeoutSeconds: 1, // Process digit after 1 second pause
delimiters: ["#"] // Optional - use if you want to process input when # is pressed
},
// Other assistant configuration...
}); Copy code
javascript
const assistant = await client.assistants.create({
// Other configuration from step 1...
model: {
// Previous model configuration...
tools: [
{
type: "transferCall",
destinations: [
{
type: "number",
number: "YOUR_HUMAN_AGENT_PHONE_NUMBER" // Replace with your support team's number
}
],
messages: [
{
type: "request-start",
content: "I'll transfer you to a human agent right away. Please hold while I connect you."
}
]
}
]
}
}); Copy code
[System Prompt Content]
... Your existing prompt content ...
[DTMF Handling]
- Listen for keypad input from the user throughout the conversation
- If the user presses "0" at any point during the conversation, immediately inform them that you will transfer them to a human agent and then use the transferCall tool to transfer them
- Example response: "I understand you'd like to speak with a human agent. I'll transfer you right away. Please hold while I connect you."
[Other Instructions]
... Rest of your prompt ...Shubham Bajaj
03/26/2025, 2:03 PM## Example Implementation
Here's a complete example of how this could be implemented when creating an assistant:
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javascript
const assistant = await client.assistants.create({
name: "Customer Support Assistant",
model: {
provider: "openai",
model: "gpt-4o",
messages: [
{
role: "system",
content: `
You are a helpful customer support assistant for ACME Corporation.
[Identity]
- You are friendly, efficient, and knowledgeable
- You help customers with product information, order status, and basic troubleshooting
[Task]
- Answer customer questions about ACME products and services
- Help with order status inquiries
- Assist with basic troubleshooting
[DTMF Handling]
- Monitor for keypad inputs throughout the conversation
- If the user presses "0" at any point:
1. Immediately acknowledge their request to speak with a human agent
2. Inform them that you will transfer them to a support representative
3. Use the transferCall tool to connect them with a human agent
- Do not ask for confirmation before transferring when "0" is pressed - this is an immediate transfer request
[Important]
- When a user's keypad input is detected, it will appear in the conversation as: "User's Keypad Entry: X" where X is the digit pressed
- Any time you see "User's Keypad Entry: 0", treat this as a request to be transferred to a human agent immediately
`
}
],
tools: [
{
type: "transferCall",
destinations: [
{
type: "number",
number: "YOUR_HUMAN_AGENT_PHONE_NUMBER" // Replace with your support team's number
}
],
messages: [
{
type: "request-start",
content: "I'll transfer you to a human agent right away. Please hold while I connect you."
}
]
}
]
},
keypadInputPlan: {
enabled: true,
timeoutSeconds: 1,
delimiters: []
},
voice: {
provider: "openai",
voiceId: "alloy" // Choose your preferred voice
},
firstMessageMode: "assistant-speaks-first-with-model-generated-message"
});2 Views