robust-apricot•2d ago

Warm Transfer Issue

I need help with sending a custom “reason” message during a warm transfer using the Transfer Call tool in Vapi. Right now, the warm transfer works only when I hard-code the reason inside the tool itself. Instead, I want the assistant to first ask the caller for the reason, then pass that collected reason to the destination number before connecting the call. Is there a way to dynamically send this custom reason from the assistant to the warm transfer?

1 Reply

Vapi Support Bot•2d ago

Yes, you can dynamically send the caller's reason during a warm transfer by configuring the transfer assistant to use conversation context. After gathering the reason from the caller, set the firstMessage property to reference that context. For example:

"transferAssistant": {
  "firstMessage": "Hi, I have a customer on the line. Reason: {{reason}}. Are you available?",
  "maxDurationSeconds": 90,
  "model": { "provider": "openai", "model": "gpt-4o" }
}

"transferAssistant": {
  "firstMessage": "Hi, I have a customer on the line. Reason: {{reason}}. Are you available?",
  "maxDurationSeconds": 90,
  "model": { "provider": "openai", "model": "gpt-4o" }
}

Make sure your assistant collects the reason variable before the transfer—this will be available for dynamic insertion in the message according to the documentation you have found. Source: - Assistant-based warm transfer

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Warm Transfer Issue

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