Calls are not being transferred although assistant says they're transferring multiple times. However, each time it sits idle and then ends up hanging up on the customers. It happened 3 times in a row to one customer, so after which they were very upset and escalated this to management. Can we please get some insight on why this is happening and how to resolve? Call IDs: 6f1c73fd-4ad4-483c-91e0-9b0bb5e9062b 64bff194-2913-4ade-a76b-f23c524c019d 4daf9e2e-c029-4d81-aaa8-e6ce0f8ab3cc bf4eadaa-1c65-459a-a1e6-15f7bd74eb78

To help track down this issue, could you share one or two: - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help us figure out what went wrong!

@Kings_big💫 in addition to the calls I shared yesterday. Here are some more from today. Call ID: e004fc92-c701-4063-bb1c-a744c423613b Timestamp: 00:26 - Assistant asks to transfer and customer confirms yes. At this point the transfer should happen. - Instead, the assistant says twice it's transferring the call but it just sits idle (says idle message) and then call times out. Call ID: 37379121-9569-48e2-a72f-fe14469619a1 Timestamp: 00: 10 - Assistant asks to transfer and customer confirms yes. At this point the transfer should happen. - Instead, the assistant repeats the question. Once the customer confirms 2nd time it transfers. Call ID: 056ffff0-dffb-490e-8d1e-ccfa52a4417d Timestamp: 00:09 - Assistant asks to transfer and customer confirms yes. At this point the transfer should happen. - Instead, the assistant says twice it's transferring the call but it just sits idle (says idle message) and then call times out. Call ID: 1a3195c2-74ff-4d80-878d-d2e06e50155b Timestamp: 00.09 - Assistant asks to transfer and customer confirms yes. At this point the transfer should happen. - Instead, the assistant says twice it's transferring the call but it just sits idle (says idle message) and then call times out. Call ID: 59b08383-4c49-4dbf-88e3-0cda5ac775f6 Timestamp: 00.25 - Assistant asks to transfer and customer confirms yes. At this point the transfer should happen. - Instead, the assistant says she is it's transferring the call but it just sits idle (says idle message), then asks if caller needs more help and then ends the call.

the assistant needs to have backend logic in order to have the call transferred. unless you have tied the assistant to the function transferCall with a tool, via workflow, or API, the assistant will not make transfers even if specified within the prompt. if you need help creating this flow, please visit this link for more information regarding transferCalls:

Thanks Kyle, we do have this tool set up via API and we're still having issues

I'm sorry your experience with failed transfers through the API and I'm glad you were able to at least get one win out of your trials. Can you please take a screenshot or copy a snippet of the code where you define the transferCall function? In the meantime, you can try revamping your assistant role prompt. In the list of logs you sent me, the last two are the only ones that show a successful tool_call to the transferCall function. That could mean that the AI is not really sure how to handle the transfer. Here are some tips for improving your prompt: 1. It is not clear when you want the transfer to happen. You have the assistant ask "is it okay to transfer, yes or no?". I assume you want the assistant to transfer the user when they say "yes" and not to transfer them if they say "no". 2. You can provide the prompt examples. Something like: ### Example **User**: Can you transfer me to support? **Assistant**: Sure, connecting you now. → toolCall: transferCall({ phoneNumber: "+15559876543" }) Do a few more tests with the changes and see if you achieve your desired results and let us know how it goes.