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VAP-3931 Added more transferPlan details and along with twiml notes (#240)
* VAP-3931 Added more transferPlan details and along with twiml notes * add more docs
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‎fern/call-forwarding.mdx

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@@ -3,7 +3,6 @@ title: Call Forwarding
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slug: call-forwarding
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---
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Vapi's call forwarding functionality allows you to redirect calls to different phone numbers based on specific conditions using tools. This guide explains how to set up and use the `transferCall` function for call forwarding.
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## Key Concepts
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"properties": {
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"destination": {
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"type": "string",
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"enum": [
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"+1234567890",
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"+0987654321",
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"+1122334455"
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],
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"enum": ["+1234567890", "+0987654321", "+1122334455"],
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"description": "The destination to transfer the call to."
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}
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},
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"required": [
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"destination"
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]
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"required": ["destination"]
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}
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},
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"messages": [
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}
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```
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You can also specify the `extension` parameter to forward the call to an extension.
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```json
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"destinations": [
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{
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"type": "number",
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"number": "+1234567890",
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"extension": "4603",
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"message": "I am forwarding your call to Department A. Please stay on the line."
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}
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]
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```
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### 2. Using the `transferCall` Function
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When the assistant needs to forward a call, it uses the `transferCall` function with the appropriate destination:
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}
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}
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}
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```
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### 3. Customizing Messages
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}
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]
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}
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```
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## Instructing the Assistant
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In this mode, Vapi provides a summary of the call to the recipient before transferring.
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* **Configuration:**
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* Set the `mode` to `"warm-transfer-with-summary"`.
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* Define a `summaryPlan` specifying how the summary should be generated.
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* Use the `{{transcript}}` variable to include the call transcript.
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- **Configuration:**
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- Set the `mode` to `"warm-transfer-with-summary"`.
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- Define a `summaryPlan` specifying how the summary should be generated.
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- Use the `{{transcript}}` variable to include the call transcript.
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* **Example:**
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- **Example:**
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```json
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"transferPlan": {
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#### 2. Warm Transfer with Message
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In this mode, Vapi delivers a custom static message to the recipient before transferring the call.
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In this mode, Vapi delivers a custom message to the recipient before transferring the call.
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- **Configuration:**
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* **Configuration:**
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* Set the `mode` to `"warm-transfer-with-message"`.
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* Provide the custom message in the `message` property.
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* Note that the `{{transcript}}` variable is not available in this mode.
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- Set the `mode` to `"warm-transfer-with-message"`.
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- Provide the custom message in the `message` property.
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- Note that the `{{transcript}}` variable is not available in this mode.
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* **Example:**
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- **Example:**
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```json
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"transferPlan": {
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}
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```
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#### 3. Warm Transfer with TwiML
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#### 3. Warm Transfer with Wait and Say Message
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In this mode, Vapi waits for the recipient to speak first and then delivers a custom message to the recipient before transferring the call.
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- **Configuration:**
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- Set the `mode` to `"warm-transfer-wait-for-operator-to-speak-first-and-then-say-message"`.
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- Provide the custom message in the `message` property.
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- Note that the `{{transcript}}` variable is not available in this mode.
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- **Example:**
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```json
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"transferPlan": {
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"mode": "warm-transfer-wait-for-operator-to-speak-first-and-then-say-message",
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"message": "Hey, this call has been forwarded through Vapi."
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}
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```
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#### 4. Warm Transfer with Wait and Say Summary
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In this mode, Vapi waits for the recipient to speak first and then delivers a summary of the call to the recipient before transferring the call.
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- **Configuration:**
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- Set the `mode` to `"warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary"`.
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- Define a `summaryPlan` specifying how the summary should be generated.
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- Use the `{{transcript}}` variable to include the call transcript.
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- **Example:**
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```json
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"transferPlan": {
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"mode": "warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary",
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"summaryPlan": {
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"enabled": true,
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"messages": [
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{
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"role": "system",
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"content": "Please provide a summary of the call."
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},
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{
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"role": "user",
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"content": "Here is the transcript:\n\n{{transcript}}\n\n"
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}
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]
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}
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}
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```
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#### 5. Warm Transfer with TwiML
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In this mode, Vapi executes TwiML instructions on the destination call leg before connecting the destination number.
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* **Configuration:**
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* Set the `mode` to `"warm-transfer-with-twiml"`.
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* Provide the TwiML instructions in the `twiml` property.
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* Supports only `Play`, `Say`, `Gather`, `Hangup`, and `Pause` verbs.
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* Maximum TwiML length is 4096 characters.
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- **Configuration:**
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* **Example:**
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- Set the `mode` to `"warm-transfer-with-twiml"`.
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- Provide the TwiML instructions in the `twiml` property.
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- Supports only `Play`, `Say`, `Gather`, and `Pause` verbs.
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- Maximum TwiML length is 4096 characters.
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- TwiML must be provided as a single-line string without line breaks or tabs, and must be a valid XML string. For example: `<Say>Hello</Say>` is valid, but `<Say>Hello\n</Say>` is not.
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- **Example:**
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```json
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"transferPlan": {
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}
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```
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Here is a full example of a `transferCall` payload using the warm transfer with TwiML mode:
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```json
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}
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```
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**Note:** In all warm transfer modes, the `{{transcript}}` variable contains the full transcript of the call and can be used within the `summaryPlan`.
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**Notes:**
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- In all warm transfer modes, the `{{transcript}}` variable contains the full transcript of the call and can be used within the `summaryPlan`.
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- For more details about transfer plans and configuration options, please refer to the [transferCall API documentation](https://docs.vapi.ai/api-reference/tools/create#request.body.transferCall.destinations.number.transferPlan)

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