Learn how to use call transfers to handle GA calls with any platform
Detailed Flow
call-transfer
. A call transfer is the attempt to transfer a call to GenerativeAgent. This resource will include a temporary phone number from ASAPP that you can connect the customer to. This number will be assigned specifically for this customer interaction and will expire after a set time period, by default 1 minute.
To create a call transfer, you need to specify:
Parameter | Description |
---|---|
id | Your unique identifier for the call transfer. You will use this later to fetch the call transfer result. |
externalConversationId | Your unique identifier for the conversation. This allows you to reconnect the customer to the same conversation and is used in reporting. |
type | Specify a type of PHONE_NUMBER. |
phoneNumber.country | The country code for the phone number. |
inputContext | Optionally specify the taskName and inputVariables to trigger GenerativeAgent with specific task information and variables. |
phoneNumber.transferNumber
; you will need to transfer to it before the phoneNumber.expireAt
time. This is 1 minute by default.
phoneNumber.transferNumber
in the call transfer resource. Once you dial the number, GenerativeAgent is given the input context, if provided, and talks to the customer.
Once connected or expired, the number will be released and can be used by a subsequent call transfer.
The specific implementation on how to perform a supervised transfer depends on your call center system, but you must maintain call control throughout the transfer.
call-transfers
with the id
of the original call transfer:
Call transfer status
Status | Description |
---|---|
ACTIVE | The call transfer is active and the temporary phone number is waiting to be connected. |
ONGOING | The call was connected and GenerativeAgent is talking to the customer. |
COMPLETED | The call transfer has completed. |
EXPIRED | The call transfer has expired and the temporary phone number is no longer valid for that conversation. |
AGENT
or SYSTEM
.externalConversationId
to reconnect the customer to the same conversation. GenerativeAgent will resume the conversation where it left off.