Call Transfer with AI Voice Assistants | Vapi Tutorial

Call Transfer with AI Voice Assistants | Vapi Tutorial

For those looking to modernize their call management system, this tutorial will guide you through creating a powerful voice assistant capable of transferring and forwarding calls seamlessly using Vapi and Twilio.

Introduction

Hello, I'm Jonas Massie, the founder of Esplanade AI. We specialize in leveraging AI to streamline and enhance business processes, making them more efficient and productive. If you’re interested in elevating your business with AI automation, be sure to check the link below to get in touch. Let's jump right into today's tutorial.

Overview

In this guide, we'll receive a call from a user, where our primary assistant will answer. If the user requests to speak to a different department or human, the assistant will transfer the call to the appropriate number. This setup allows us to handle complex queries by directing traffic to more specialized assistants or humans.

Setting Up the Basics

To get started, you'll need an account on Vapi and a Twilio number capable of handling call forwarding.

1. Create a New Assistant on Vapi:

   • Start with a blank assistant.
   • Initialize a basic message.
   • Use the forwarding function in Vapi to create a simple call transfer to a single number.

2. Phone Number Integration:

   • Import a Twilio number into Vapi.
   • Designate an assistant to this number using Vapi's dropdown.

Implementing a Single-Number Call Forwarding

First, let's test the single-number forwarding function.

• In Vapi, go to Functions > Forwarding.
• Simple setup for forwarding to a single phone number.
• Publish this setting and test it out by calling the assistant to see if it forwards to the designated number.

Multi-Number Forwarding

Here's where it gets interesting – setting up multiple forwarding routes.

1. Fetching Assistant Details:

   • Use Vapi documentation to get your assistant details using get assistant.

2. Setting Up JSON for Multi-Route Forwarding:

   • With the fetched assistant detail, you need to enrich it with multiple forwarding routes.
   • Add the necessary key-values for each department within your JSON body.

3. Using API and Postman for Updates:

   • Use Postman to send a patch request to Vapi's assistant endpoint with the updated JSON body.
   • Add the necessary authorization headers.

Testing Multi-Route Forwarding

Once your assistant is patched with the new JSON body:

• Call the assistant and test being directed to different departments, each handled by a unique number.

Here's a simple scenario for this advanced forwarding:

• Call first; ask to be forwarded to Department A (your number).
• Call again; ask to be forwarded to Department B (another assistant).

With this setup, you can have voice assistants handle sophisticated call routing, saving time and improving customer service.

Keywords

• AI
• Voice Assistant
• Call Forwarding
• Vapi
• Twilio
• Business Automation
• API Integration

FAQ

Q: What is necessary to create a voice assistant on Vapi? A: You need a Vapi account, a Twilio number capable of call forwarding, and some basic knowledge of API integration.

Q: Can this voice assistant handle multi-route forwarding? A: Yes, by configuring multiple forwarding routes within the assistant's JSON setup, you can direct calls to different numbers based on user requests.

Q: Is it possible to use this assistant for department-specific calls? A: Absolutely, you can customize the assistant to direct calls to specific departments or numbers, each defined within the JSON setup.

Q: How does the assistant handle unknown queries? A: If the assistant cannot handle a query, it can be programmed to forward the call to either a human or another more specialized assistant.

Q: How do I test the forwarding function? A: Once your assistant is configured and patched, call the assistant's number and request to be forwarded to the designated departments to test the functionality.