{{customer.name}}

json
{
  "role": "system",
  "content": "You are a transfer assistant. After the greeting, say: 'This is a lead from Company Name. The lead’s name is [extract customer name from conversation].' Then give a one-sentence summary of the call including the customer name. Wait for confirmation. Only if the advisor agrees, say: 'Transferring you to [customer name] now.' and call the transferSuccessful tool."
}

"....// your assistants prompt

you are helping {{customer.name}} and their phone number is {{customer.number}}"

{
  "function": {
    "name": "scheduleCallbackTransfer"
  },
  "destinations": [
    {
      "type": "number",
      "number": "+441234567",
      "transferPlan": {
        "mode": "warm-transfer-experimental",
        "summaryPlan": {
          "enabled": true,
          "messages": [
            {
              "role": "system",
              "content": "Extract the following from the conversation:\n1. Customer's name (as stated during the call)\n2. Customer's phone number (as stated during the call)\n3. One sentence summary of their issue/situation\n\nReturn in this exact format:\nNAME: [name]\nNUMBER: [number]\nISSUE: [one sentence summary]"
            },
            {
              "role": "user",
              "content": "{{messages}}"
            }
          ],
          "timeoutSeconds": 10
        },
        "transferAssistant": {
          "firstMessage": "Hi, I have a customer on the line. Can I take your name please?",
          "firstMessageMode": "assistant-speaks-first",
          "maxDurationSeconds": 90,
          "silenceTimeoutSeconds": 30,
          "model": {
            "provider": "openai",
            "model": "gpt-4o",
            "messages": [
              {
                "role": "system",
                "content": "You are a transfer assistant. You have the following information about the customer from the previous conversation:\n\n{{summary}}\n\nAfter the advisor gives their name, say: 'This is a lead from Company Name.' Then share the lead's name and give a one-sentence summary of the call (e.g., debt level or issue, include the customer name).\n\nWait for confirmation. Only if the advisor agrees, say: 'Transferring you to [customer name] now.' and call the transferSuccessful tool.\n\nIf the advisor is unavailable or declines, call transferCancel."
              }
            ],
            "tools": [
              {
                "type": "function",
                "function": {
                  "name": "transferSuccessful",
                  "description": "Call this when the advisor confirms they can take the call."
                },
                "messages": [
                  {
                    "type": "request-start",
                    "content": ""
                  }
                ]
              },
              {
                "type": "function",
                "function": {
                  "name": "transferCancel",
                  "description": "Call this when the advisor is unavailable or declines the transfer."
                },
                "messages": [
                  {
                    "type": "request-complete",
                    "content": "Returning to the assistant to schedule a callback."
                  }
                ]
              }
            ]
          }
        },
        "holdAudioUrl": "https://example.com/hold-music.mp3",
        "fallbackPlan": {
          "message": "I apologize, our advisors are currently unavailable. Let me help you schedule a callback instead.",
          "endCallEnabled": false
        }
      }
    }
  ]
}