brilliant-orangeB
VAPI•5mo ago
brilliant-orange

10–15s Delay in warm-transfer-experimental Summary

We're currently using the warm-transfer-experimental mode with voicemailDetectionType: "transcript" to transfer calls to a specialist through the AI agent. I’ve also tried switching to the "audio" type to compare behavior.

The main issue is that when the specialist picks up the call, there’s a delay of around 10 to 15 seconds before the summary is provided, and only then is the caller connected. This delay is quite noticeable and negatively impacts the experience.

I also tried using just a simple message instead of a full summaryPlan, but the delay still persists.

Here’s the configuration we’re currently using:

destination: {
  type: "number",
  message,
  number,
  numberE164CheckEnabled: true,
  callerId,
  transferPlan: {
    mode: "warm-transfer-experimental",
    voicemailDetectionType: "transcript",
    fallbackPlan: {
      message: `It seems ${fullName || "the person"} is currently busy or on another call. Can I take a message?`,
      endCallEnabled: false,
    },
    summaryPlan: {
      enabled: true,
      messages: [
        {
          role: "system",
          content: `Start with greeting: 'Hello ${fullName || ""}, this is ${assistantName}, the digital assistant. I have {{caller_name}} on the line.' Replace the caller's name with the actual caller's name. Then summarize the call in 1-2 short sentences. Include the caller's main reason for the call and any key details needed for the agent to take over. Be concise and professional. After your summary, say: 'You are now connected to the caller. Please go ahead and speak.'`,
        },
        {
          role: "user",
          content: "Here is the transcript:\n\n{{transcript}}\n\n",
        },
      ],
    },
  },
}

Let me know if there’s any way to reduce this delay or if there's an alternative approach you'd recommend.
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