I want to transfer my call only if cutomer support representative is available. I have added a representative's availability in the prompt. I have created a transfer call tool with empty destination but I am not getting the "transfer-destination-request on the server. How can I transfer the call only when CS representative available?"

To transfer the call only when a customer support representative is available, you can implement a check in your transfer call tool. Before sending the "transfer-destination-request" to the server, verify the availability of the representative. If they are available, proceed with the transfer; if not, you can either hold the call or notify the caller that the representative is unavailable. If you need more specific guidance on how to implement this, please let me know.

I am using assistant-request to connect the user with my bot, how can I implement above approach? Currently vapi isn't sending transfer-destination-request to my server, I have added it in my server message and my destination is empty too. Can you help me in this regard?

Hi Ahmer, To ensure a call transfer only when a support representative is available, you can use the warm transfer feature with specific configurations. 1. Use

warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary

mode: This mode ensures the call is not transferred until the operator is available to speak. [More details here](https://docs.vapi.ai/changelog/2024/10/13). 2. Configuration Steps: - Set up your

transferPlan

to use the

warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary

mode. - Define a summary plan for the operator, which includes the call context. Example configuration:

json
{
  "transferPlan": {
    "mode": "warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary",
    "summaryPlan": {
      "enabled": true,
      "messages": [
        {
          "role": "system",
          "content": "Please provide a summary of the call."
        },
        {
          "role": "user",
          "content": "Here is the transcript:\n\n{{transcript}}\n\n"
        }
      ]
    }
  }
}

3. Ensure Availability Check: - Coordinate with your telephony provider to ensure there's a system to check operator availability before attempting the transfer. Using these configurations will help maintain a smooth transition only when a support representative is ready to take the call.

Hey Praveen, Can you explain how 3 would work? Would one build their own custom tool to check the availabitly first before callign the transferCall method?

Hi Ahmer, To ensure a call transfers only when a support representative is available, you can use the

TransferPlan

configuration. This can include setting a mode like

warm-transfer-wait-for-operator-to-speak-first-and-then-say-message

. To apply this: 1. In your call processing logic, ensure your assistant or server is configured to handle such a transfer only when an operator is ready. 2. Use the

POST /assistant

or

PATCH /assistant

API to set

transferPlan.mode

to

warm-transfer-wait-for-operator-to-speak-first-and-then-say-message

as per your need. For a complete setup, refer to the [October 13, 2024 changelog](https://docs.vapi.ai/changelog/2024/10/13) which details this feature. This should help maintain a smooth call flow while only transferring calls when support is ready to attend.