other-emerald•4h ago

Warm transfer with Twiml

I've previously been using 'experimental' warm transfer but it doesnt work 100% of the time. So I'm trying the TWIML method. I have it working speaking a message "this is a call from company, the customer is called..." and at this point I want it to say the customer name. I've used {{customer.name}} but it reads out "customer name". Is this possible and if so how? The same with call transcript/summary. On the other call transfer methods the options to create the summary plan are there, but it doesn't show on the TWIML configuration.

2 Replies

Vapi Support Bot•4h ago

Dynamic variables like {{customer.name}} and call summaries are not supported in TwiML warm transfer mode. TwiML only allows static instructions, so variables will not be replaced and will be read out literally. Example:

"transferPlan": {
  "mode": "warm-transfer-with-twiml",
  "twiml": "<Say>This is a call from company. The customer is called {{customer.name}}.</Say>"
}

"transferPlan": {
  "mode": "warm-transfer-with-twiml",
  "twiml": "<Say>This is a call from company. The customer is called {{customer.name}}.</Say>"
}

Result: The system will say "The customer is called customer name" instead of the actual name. Suggestion: If you need dynamic content, use warm-transfer-with-summary or warm-transfer-experimental modes instead, as these support summaries and transcript variables.
See documentation Source: - Vapi Call Forwarding Documentation

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

Duckie•4h ago

Message marked as helpful by @James! 🎉

Warm transfer with Twiml

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