Warm Transfer to Live Rep

worthy-rose · 2025-06-11T00:11:02.238Z

Hello, I have been trying to figure out how the warm transfer with AI summary and I have no luck in doing it. It is providing codes, but I do not know where to put them.

V

VapiAPP•6/11/25, 1:00 AM

In the transferCall tool scroll down to the transfer plan and select 'warm-transfer-with-summary'. save the tool then attach it to an assistant.

W

worthy-roseOP•6/11/25, 12:45 PM

Never worked, straight up transferring to the sales rep without the summary.

S

specific-silver•6/11/25, 5:35 PM

I am having the same issue

W

worthy-roseOP•6/11/25, 10:03 PM

@Vapi Team @Duckie

V

Vapi Support BotAPP•6/11/25, 10:05 PM

If your warm transfer with summary is not working and is acting as a blind transfer, double-check that you are using Twilio as your telephony provider. According to the documentation, the "warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary" mode only works with Twilio—other providers may not voice the summary and may only pass it as a SIP header.

Actionable step:

Ensure your transfer plan is set to:

"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" }
    ]
  }
}

"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" }
    ]
  }
}

"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" }
    ]
  }
}

"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" }
    ]
  }
}

If you are already using Twilio and still have issues, please check your telephony integration settings or contact Vapi support for further troubleshooting.
Reference: Vapi Warm Transfer Docs

Sources:

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

V

Vapi Support BotAPP•6/11/25, 10:06 PM

To enable warm transfer with AI summary, your
transferPlan
transferPlan
transferPlan
transferPlan should look like this:

"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" }
    ]
  }
}

"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" }
    ]
  }
}

"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" }
    ]
  }
}

"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" }
    ]
  }
}

Note: This feature only works with Twilio-based telephony. If you're using another provider, the summary will not be delivered and the transfer will be blind.
For more details, see the official documentation.

Sources:

E

extreme-purple•6/11/25, 10:14 PM

Insert the provided transferCall JSON with warm-transfer-with-summary mode into your assistant’s function call, webhook, or dashboard configuration where the transfer is triggered. Not in a separate code file..

V

VapiAPP•6/12/25, 4:00 PM

Can you share the call_id?

Eextreme-purple Insert the provided transferCall JSON with warm-transfer-with-summary mode into ...

W

worthy-roseOP•6/13/25, 11:54 PM

I only know how to configure it on vapi's page. Can you help me?

Wworthy-rose I only know how to configure it on vapi's page. Can you help me?

E

extreme-purple•6/14/25, 12:52 AM

You can share your call id

W

worthy-roseOP•6/20/25, 9:41 PM

{
"id": "b2e2e50a-a677-4d37-8ff8",
"createdAt": "2025-06-11T13:15:02.080Z",
"updatedAt": "2025-06-20T21:39:58.190Z",
"type": "transferCall",
"function": {
"name": "human_transfer",
"description": "When user requested to be transferred to manager, sales team, or human team.",
"parameters": {
"type": "object",
"properties": {},
"required": []
}
},
"messages": [
{
"type": "request-start",
"content": "Please hold on for a moment.",
"blocking": true
},
{
"type": "request-failed",
"content": "It looks like our team is currently busy. I will get them to call you as soon as they are available.",
"endCallAfterSpokenEnabled": false
}
],
"orgId": "300f5966-741d-4841-80b7-",
"destinations": [
{
"type": "number",
"number": "1175",
"transferPlan": {
"mode": "warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary",
"sipVerb": "refer",
"timeout": 20,
"summaryPlan": {
"enabled": true,
"timeoutSeconds": 35,
"useAssistantLlm": true
}
},
"numberE164CheckEnabled": true
}
]
}

W

worthy-roseOP•6/20/25, 9:42 PM

@Kings_big

@Duckie

V

VapiAPP•6/21/25, 4:16 AM

I have attached a screenshot where you can find the call id on the dashboard. If you could please send this to us we would be more than happy to review the logs and find a solution for you.

W

worthy-roseOP•6/23/25, 8:44 PM

8075ae52-f1dd-432b-9b5e-9006f52d8ac3

W

worthy-roseOP•6/23/25, 8:52 PM

@Duckie Quick question, are your numbers twilio-based? If not then this will not work.

W

worthy-roseOP•6/24/25, 12:42 PM

028b6b1a-5bc6-446f-8f92-8ef9540dc50d - transferred but no summary

W

worthy-roseOP•6/24/25, 12:44 PM

0f9ade77-9560-44ed-9a3f-50ae221fd61d - hang up on me

W

worthy-roseOP•6/24/25, 12:45 PM

@Kings_big

@Duckie @Vapi

W

worthy-roseOP•6/24/25, 12:56 PM

{
"id": "abc64fad-2a0d-42bb-a794-a3de8af8d1f6",
"createdAt": "2025-06-24T12:31:55.108Z",
"updatedAt": "2025-06-24T12:48:00.458Z",
"type": "transferCall",
"function": {
"name": "human_transfer",
"description": "When customer wants to talk to a human, manager, or sales team.",
"parameters": {
"type": "object",
"properties": {},
"required": []
}
},
"messages": [
{
"type": "request-start",
"content": "Let me transfer you one moment.",
"blocking": false
}
],
"orgId": "300f5966-741d-4841-80b7-e2a7a7f4656a",
"destinations": [
{
"type": "number",
"number": "+--------",
"description": "Transfer the call",
"transferPlan": {
"mode": "warm-transfer-wait-for-operator-to-speak-first-and-then-say-summary",
"sipVerb": "refer",
"timeout": 5,
"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": 25,
"useAssistantLlm": false
}
},
"numberE164CheckEnabled": true
}
]
}

V

VapiAPP•6/25/25, 3:20 AM

We have a few suggestions for you:

Switch the transfer method to "warm-transfer-with-summary" or "blind-transfer"
Test the transfer destination with this request:

curl -X POST https://api.vapi.ai/call \
  -d '{"customer": {"number": "+14703811175"}}'

curl -X POST https://api.vapi.ai/call \
  -d '{"customer": {"number": "+14703811175"}}'

curl -X POST https://api.vapi.ai/call \
  -d '{"customer": {"number": "+14703811175"}}'

curl -X POST https://api.vapi.ai/call \
  -d '{"customer": {"number": "+14703811175"}}'

U

uncertain-scarlet•9/18/25, 2:48 PM

if money were no object, what options for llm, ttl, etc would you choose to have the fastest, most lifelike vapi agent?

V

VapiAPP•11/18/25, 4:33 AM

I sincerely apologize for the delayed response to your support request.
We implemented better tracking for support tickets to ensure timely responses going forward, but due to a technical limitation, this only applies to tickets created after this past week.
I'm closing this older ticket, but if your issue still needs attention, please:
Reply with 'REOPEN' or
Email support@vapi.ai with any updates
I'll personally ensure your new request gets prompt attention.
Thank you for your patience.
Best regards,
Vapi Support Team

Warm Transfer to Live Rep

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