We have an agent to ask questions, extract response and then trigger a tool to do live transfer. When we decide to transfer or the caller asks to transfer, we have prompts to ask for email and saying that hold the line. We find that the agent doesn’t ask the email question, and then just trigger the tool immediately. Any suggestions on how to let the agent finish the saying and then trigger the tool? Thanks

Use transferCall with a custom pre-transfer message, and add a confirmation step to delay the tool trigger until the dialogue is complete..

We are not using transferCall to do the transfer. We build a make.com to do the transfer. So the agent triggers the custom tool to hit the make.com for the transfer

Try adjusting the prompt to include pauses or waits for confirmation before proceeding with the transfer. Also you could script the agent to request explicit confirmation from the caller before moving on to the transfer. Double-check the tool configuration to ensure any prompts used align with this flow, aiming for smooth and natural progression in the conversation. If the tool is being triggered prematurely, consider implementing a delay or prerequisite check within your server logic to wait for the completion of the email prompt.

Thanks. We followed your suggestion and it can work using: transferCall with a custom pre-transfer message

Marking this ticket as Solved ✅