The Retell Community is where innovators, call center leaders, and AI enthusiasts come together to share ideas, learn best practices, and explore the future of voice automation. Join to connect with peers, get early access to product updates, and collaborate on building human-like AI voice experiences that transform customer service.

Retell AI

I'm using the retail default call transfer option with warm transfer enabled. The issue is that the system should wait for the end user to accept the call before completing the transfer, but it's not working correctly. Right now, it asks the question but immediately transfers the call without waiting for the user's approval.

could you clarify. Are you saying the agent speaks before the person pick up the call?

Hi sorry i was on leave, The AI gives warm transfer while transferring right? while that it should ask the user where they want to accept the call

https://www.youtube.com/watch?v=pRZcA6P_4tk&t=2s

Are you using a Conversation Flow agent or Single/Multi-Prompt agent?
also provide  SIP connection logs and warm transfer settings


https://cdn.discordapp.com/attachments/1461020379588984993/1462310104673157153/image.png?ex=696db9e9&is=696c6869&hm=2ab737098226cdba0a5b28c0d32195384698825bab71f66f3f1831dada404f3a&

Please remove “if the user wants to accept the call and transfer only if the user accepts” from the Whisper Message and add this logic to the Single Prompt instead.

The Whisper Message is meant only to silently inform the human agent about the customer’s query, without the customer hearing it.

then its goes a  normal transfer right, i want the agent to accept whether they want to accpets the call

No, you can simply select Warm Transfer and it will work.
Please mention in your prompt that if the user wants to speak to a human agent, it should trigger the transfer function, and in the transfer function you can select Warm Transfer.