Assistant-based warm transfer

1
{
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  "type": "transferCall",
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  "function": {
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    "name": "salesTransferAssistant"
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  },
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  "destinations": [
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    {
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      "type": "number",
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      "number": "+14155551234",
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      "transferPlan": {
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        "mode": "warm-transfer-experimental",
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        "transferAssistant": {
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          "firstMessage": "Hello, I have a customer on the line. Are you available to take this call?",
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          "firstMessageMode": "assistant-speaks-first", // Default behavior - assistant speaks immediately
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          "maxDurationSeconds": 120,
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          "silenceTimeoutSeconds": 30,
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          "model": {
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            "provider": "openai",
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            "model": "gpt-4o",
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            "messages": [
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              {
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                "role": "system",
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                "content": "You are a transfer assistant designed to facilitate call transfers between a customer and an operator. Your core responsibility is to talk to the operator and manage the transfer process efficiently. \n\n## Core Responsibility \n - Facilitate the transfer process by using transferSuccessful or transferCancel tools. Engage briefly with the operator as needed and then facilitate the transfer by calling the corresponding transfer tool. \n ## When to Respond\n- Answer questions about the transfer process or provide summaries when specifically asked by the operator\n- Respond to direct questions about the current transfer situation\n\\n ## Transfer Tools\n- Use transferSuccessful when the operator agrees to accept the call\n- Use transferCancel when the transfer cannot be completed\n\n- Only call the tool when you addressed all the operators questions"
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              }
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            ]
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          }
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        }
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      }
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    }
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  ],
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  "messages": [
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    {
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      "type": "request-start",
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      "content": "I'll transfer you to our sales team. Please hold for a moment."
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    },
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    {
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      "type": "request-failed",
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      "content": "I apologize, but I'm having trouble connecting your call. Is there anything else I can help you with?"
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    }
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  ]
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}

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{
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  "type": "transferCall",
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  "function": {
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    "name": "transferCall"
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  },
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  "destinations": [
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    // ... destination configuration
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  ],
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  "messages": [
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    {
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      "type": "request-start",
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      "content": "I'll transfer you now. Please hold."
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    },
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    {
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      "type": "request-complete",
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      "content": "https://your-domain.com/assets/custom-hold-music.mp3"  // Custom hold audio URL
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    },
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    {
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      "type": "request-failed",
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      "content": "I couldn't complete the transfer."
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    }
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  ]
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}

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{
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  "type": "transferCall",
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  "function": {
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    "name": "warmTransferWithContext"
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  },
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  "destinations": [
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    {
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      "type": "number",
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      "number": "+14155551234",
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      "transferPlan": {
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        "mode": "warm-transfer-experimental",
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        "transferAssistant": {
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          "firstMessage": "Hi, I have a customer on the line who needs help with their recent order. Are you available?",
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          "firstMessageMode": "assistant-waits-for-user",
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          "maxDurationSeconds": 90,
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          "model": {
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            "provider": "openai",
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            "model": "gpt-4o",
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            "messages": [
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              {
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                "role": "system",
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                "content": "You are a transfer assistant. Your tasks:\n1. Confirm the operator is human and available\n2. Provide brief context about the customer's needs\n3. If they accept, call transferSuccessful\n4. If they decline or you detect voicemail, call transferCancel\n5. Keep the conversation under 30 seconds"
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              }
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            ]
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          }
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        }
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      }
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    }
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  ],
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  "messages": [
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    {
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      "type": "request-start",
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      "content": "Transferring you to our specialist. Please hold."
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    },
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    {
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      "type": "request-failed",
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      "content": "I couldn't reach our specialist. Please try again later.",
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      "endCallAfterSpokenEnabled": true
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    }
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  ]
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}

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{
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  "type": "transferCall",
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  "function": {
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    "name": "departmentTransferAssistant"
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  },
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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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      "description": "Sales team transfer line",
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      "transferPlan": {
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        "mode": "warm-transfer-experimental",
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        "transferAssistant": {
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          "firstMessage": "Hey there, I have a potential customer interested in our enterprise plans. Are you available to pick up the call?",
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          "maxDurationSeconds": 60,
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          "model": {
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            "provider": "openai",
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            "model": "gpt-4o",
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            "messages": [
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              {
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                "role": "system",
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                "content": "You are a transfer assistant designed to facilitate call transfers between a customer and an operator. Your core responsibility is to talk to the operator and manage the transfer process efficiently. \n\n## Core Responsibility \n - Facilitate the transfer process by using transferSuccessful or transferCancel tools. Engage briefly with the operator as needed and then facilitate the transfer by calling the corresponding transfer tool. \n ## When to Respond\n- Answer questions about the transfer process or provide summaries when specifically asked by the operator\n- Respond to direct questions about the current transfer situation\n\\n ## Transfer Tools\n- Use transferSuccessful when the operator agrees to accept the call\n- Use transferCancel when the transfer cannot be completed\n\n- Only call the tool when you addressed all the operators questions"
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              }
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            ],
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            "tools": [
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              {
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                "type": "transferSuccessful", // built-in tool
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                "function": {
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                  "name": "transferSuccessful",
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                  "description": "Confirm the transfer when operator accepts"
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                },
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                "messages": [
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                  {
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                    "type": "request-start",
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                    "content": "Great! I'll connect you to the customer now. One moment please."
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                  },
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                  {
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                    "type": "request-complete",
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                    "content": "https://desert-horse-9859.twil.io/assets/call_complete_chime.mp3"
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                  }
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                ]
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              },
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              {
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                "type": "transferCancel", // built-in tool
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                "function": {
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                  "name": "transferCancel",
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                  "description": "Cancel the transfer if operator declines or is unavailable"
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                },
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                "messages": [
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                  {
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                    "type": "request-complete",
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                    "content": "I'll let the customer know about it."
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                  }
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                ]
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              },
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              {
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                "type": "function", // custom tool
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                "function": {
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                  "name": "getCustomerInfo",
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                  "description": "Get detailed customer information"
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                },
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                "server": {
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                    "url": "https://vapi-webhook-listener-five.vercel.app/customer"
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                }
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              }
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            ]
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          }
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        }
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      }
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    },
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    {
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      "type": "number",
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      "number": "+0987654321",
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      "description": "Technical Support team transfer line",
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      "transferPlan": {
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        "mode": "warm-transfer-experimental",
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        "transferAssistant": {
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          "firstMessage": "Hey there, I have a customer experiencing issues with API integration. Can you help?",
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          "maxDurationSeconds": 90,
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          "model": {
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            "provider": "openai",
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            "model": "gpt-4o"
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          }
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        }
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      }
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    }
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  ],
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  "messages": [
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    {
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      "type": "request-start",
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      "content": "I'll transfer you to our team. Please hold for a moment."
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    },
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    {
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      "type": "request-complete",
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      "content": "https://desert-horse-9859.twil.io/assets/soothing-sound.mp3"   // played as hold music on the customer's side of the call
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    },
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    {
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      "type": "request-failed",
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      "content": "Sorry, none of our account executives are available right now. Our team get back to you later."
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    }
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  ]
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}