Hi everyone, I'm trying to build an overflow handling assistant and I need help with Warm Transfer Experimental.
What I'm trying to achieve: My assistant (Sienna) answers inbound calls, identifies the department, and transfers the call. If the department doesn't pick up within 15 seconds, I need the call to return back to Sienna automatically so she can take the caller's details. The whole thing needs to happen in one single call so the assistant retains the context of the conversation.
What I've done:
- Transfer mode set to Warm Transfer Experimental on all destinations
- End call if transfer fails is unchecked
- Summary generation disabled
What's happening: The transfer fires correctly but after 15 seconds of no answer the call does not return back to the assistant. The call just dies.
My question: Is Warm Transfer Experimental the right mode for this use case? And if so what exact settings are needed to make the call return to the assistant when no one answers? Has anyone successfully built this and can share their setup?