transfer call not timing out Vapi AI #support

transfer call not timing out

Jesus

11/05/2025, 6:29 PM

What I want to happen is for my assistant to transfer the call to one of our real sales representatives, and if the call is not picked up in 10 seconds then offer the caller to schedule a callback, but after 10 seconds I get voicemail, I never get back to the assistant

Jesus

11/05/2025, 6:30 PM

this is my transfer tool configuration: { "id": "aed88d20-bf4b-48a7-81fd-51289b6f2e19", "createdAt": "2025-11-05T17:30:20.352Z", "updatedAt": "2025-11-05T18:19:22.099Z", "type": "transferCall", "function": { "name": "transfer_call_tool", "description": "Transfer the call to our sales representative" }, "messages": [ { "type": "request-start", "blocking": false }, { "type": "request-response-delayed", "content": "it seems our representative is not available at the moment, would you like to schedule a time to be called back?", "timingMilliseconds": 5000 }, { "type": "request-failed", "content": "it seems our representative is not online at the moment, would you like to schedule a time to be called back?", "endCallAfterSpokenEnabled": false } ], "orgId": "0690063a-b35c-40d8-9c58-e7801fcce05f", "destinations": [ { "type": "number", "number": "+19862330927", "message": "This calls comes from your ai assistant", "description": "As soon as the the welcome message has been provided", "transferPlan": { "mode": "warm-transfer-experimental", "message": "This is a message to let you know I am passing you a customer", "sipVerb": "refer", "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" } ], "timeoutSeconds": 10, "useAssistantLlm": false }, "fallbackPlan": { "message": "Representative unreachable.", "endCallEnabled": false } }, "numberE164CheckEnabled": true } ] }

Jesus

11/05/2025, 6:30 PM

there you can see in messages I have "request-response-delayed" set to 5 seconds but not sure why it does not work

Vapi Support Bot

11/05/2025, 6:33 PM

To set a 10-second timeout for your call transfer, configure the

maxDurationSeconds

property in your transfer assistant's transfer plan. This will automatically cancel the transfer if the sales rep doesn't pick up in 10 seconds, allowing you to handle the fallback (like offering a callback) in your assistant logic. Example:

Copy code

json
"transferAssistant": {
  "firstMessage": "Connecting you to a sales representative.",
  "maxDurationSeconds": 10,
  "model": { ... }
}

Make sure your prompts handle the

transferCancel

event to return to the assistant if the call isn't answered or goes to voicemail. See more: [Assistant-based warm transfer](https://docs.vapi.ai/calls/assistant-based-warm-transfer#transfer-assistant-properties) Source: - [Assistant-based warm transfer](https://docs.vapi.ai/calls/assistant-based-warm-transfer)

Chiranjeet Mishra

11/07/2025, 6:31 PM

Please try the above configuration and let us know if your calls are still not being transferred back to the main assistant

Jesus

11/12/2025, 6:43 PM

At first I tried to set this maxDurationSeconds through the dashboard but i don't see an option for that, then I used the POST /tool endpoint to create a new tool with this specification based on the shared documentation, and when executing the post request the response shows as if the property was saved, but when checking on the dashboard for the code version of that tool, I don't see that configuration, and when fetching the GET /tool/:id indeed I can see that the property is not there either.

Jesus

11/13/2025, 5:24 PM

would appreciate your help on this

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