Hi Team - I’m currently working on a voice bot and would like to implement a feature where calls can be transferred to multiple engineers based on their availability. I’m not entirely sure how to approach this—whether it can be handled through a custom tool or another method. Could you please guide me on how this can be achieved? Let me know if you need any additional information from my side. Thank You.

Hi, For implementing availability-based call transfer routing in Vapi, you can use Custom Tools with server-side logic to dynamically decide the destination based on availability. This allows your system to check agent or department availability in real time and route the call accordingly before executing the transfer. You can refer to the documentation: https://docs.vapi.ai/tools/custom-tools

Also, can we implement a logic to loop through the engineers? For example, if Engineer 1 doesn’t answer the call, it should automatically route to Engineer 2, and continue down the list until someone picks up.

Hi, Yes, you can implement a “loop through engineers” call routing system in Vapi. The recommended approach is to use dynamic call transfers with a custom tool backed by your own server. Your server can maintain a list of engineers and decide who to try next if a call is not answered. ref: https://docs.vapi.ai/calls/call-dynamic-transfers [https://docs.vapi.ai/tools/custom-tools](https://docs.vapi.ai/tools/custom-tools)