I’m working on a client project and need some help setting up a proper warm transfer flow.

What we’re trying to achieve:

The assistant should introduce the caller first (warm handoff).

Then it should attempt to transfer the call to the human agent.

If the human agent does not answer, the assistant should stay on the line, return to the caller, and offer an alternative—such as booking an available time.

The issue we’re facing:

After the transfer is initiated, the call rings the human agent.

When the human agent doesn’t pick up, instead of the assistant coming back in, the entire call ends.

In one test, the tool even switched sipVerb back to "refer" on its own, even though we originally set it to "dial".

This means the assistant is not staying on the call, and the caller gets hung up on—which breaks the workflow.

Goal:

We want the assistant to remain active during the transfer attempt and resume the conversation if the call to the human agent fails.

Has anyone successfully implemented this warm transfer behavior? Is there a specific configuration or method to ensure the assistant stays in the call when the human agent doesn't answer?

Any guidance or examples would be greatly appreciated.

Thanks!

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