Assistant-based warm transfer

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{
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  "type": "transferCall",
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  "function": {
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    "name": "warmTransferAssistant"
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  },
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  "destinations": [
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    {
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      "type": "number",
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      "number": "+16509606568",
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      "message": "I am forwarding your call to customer support. Please stay on the line.",
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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 waiting. Are you available to take this call?",
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          "maxDurationSeconds": 120,
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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 handling a warm transfer. Check if the operator is available. If yes, call transferSuccessful. If no answer or voicemail detected, call transferCancel."
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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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{
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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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      "message": "Transferring you to our specialist. Please hold.",
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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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          "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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        "fallbackPlan": {
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          "message": "I couldn't reach our specialist. Let me help you directly instead.",
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          "endCallEnabled": false
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        }
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      }
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    }
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  ]
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}

1
{
2
  "type": "transferCall",
3
  "function": {
4
    "name": "warmTransferAssistant"
5
  },
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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 Department",
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      "transferPlan": {
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        "mode": "warm-transfer-experimental",
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        "fallbackPlan": {
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          "message": "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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        "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 Rule: 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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      "type": "number",
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      "number": "+0987654321",
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      "description": "Technical Support",
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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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            "messages": [
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              {
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                "role": "system",
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                "content": "Transfer to tech support. Explain the technical issue the customer is experiencing."
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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 am forwarding your call to enterprise team. Please stay on the line."
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    }
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  ]
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}