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fix(docs): remove function parameters from dynamic transfer examples #591

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6 changes: 3 additions & 3 deletions fern/assistants/examples/inbound-support.mdx
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Original file line number Diff line number Diff line change
Expand Up @@ -159,7 +159,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to
},
voice: {
provider: "11labs",
voice_id: "burt"
voice_id: "rachel"
}
});

Expand Down Expand Up @@ -193,7 +193,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to
},
"voice": {
"provider": "11labs",
"voice_id": "burt"
"voice_id": "rachel"
}
}

Expand Down Expand Up @@ -222,7 +222,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to
},
"voice": {
"provider": "11labs",
"voice_id": "burt"
"voice_id": "rachel"
}
}'
```
Expand Down
184 changes: 71 additions & 113 deletions fern/assistants/examples/support-escalation.mdx
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Original file line number Diff line number Diff line change
Expand Up @@ -21,6 +21,10 @@ Build an intelligent customer support escalation system that determines transfer
* Webhook server for escalation destination logic
* CRM integration for customer tier-based routing

<Warning>
**Important:** Dynamic transfer tools do not support function parameters. When creating a transfer tool with an empty destinations array, you cannot define or pass parameters. The webhook will analyze the conversation transcript and call context instead to determine routing logic.
</Warning>

## Prerequisites

* A [Vapi account](https://dashboard.vapi.ai/)
Expand Down Expand Up @@ -49,13 +53,6 @@ We will build a customer support escalation system for TechCorp that intelligent
- Set function name: `escalateToSupport`
- Add description: `Escalate calls to appropriate support specialists based on customer tier and issue complexity`
</Step>
<Step title="Configure tool parameters">
Add these parameters to help the assistant provide context:
- `issue_category` (string): Category of customer issue (technical, billing, account, product)
- `complexity_level` (string): Issue complexity (basic, intermediate, advanced, critical)
- `customer_context` (string): Relevant customer information for routing
- `escalation_reason` (string): Why this needs escalation vs self-service
</Step>
</Steps>
</Tab>
<Tab title="TypeScript (Server SDK)">
Expand All @@ -72,31 +69,7 @@ We will build a customer support escalation system for TechCorp that intelligent
destinations: [],
function: {
name: "escalateToSupport",
description: "Escalate calls to appropriate support specialists based on customer tier and issue complexity",
parameters: {
type: "object",
properties: {
issue_category: {
type: "string",
description: "Category of customer issue",
enum: ["technical", "billing", "account", "product"]
},
complexity_level: {
type: "string",
description: "Issue complexity level",
enum: ["basic", "intermediate", "advanced", "critical"]
},
customer_context: {
type: "string",
description: "Relevant customer information for routing"
},
escalation_reason: {
type: "string",
description: "Why this needs escalation vs self-service"
}
},
required: ["issue_category", "complexity_level"]
}
description: "Escalate calls to appropriate support specialists based on customer tier and issue complexity"
}
});

Expand Down Expand Up @@ -131,31 +104,7 @@ We will build a customer support escalation system for TechCorp that intelligent
"destinations": [],
"function": {
"name": "escalateToSupport",
"description": "Escalate calls to appropriate support specialists based on customer tier and issue complexity",
"parameters": {
"type": "object",
"properties": {
"issue_category": {
"type": "string",
"description": "Category of customer issue",
"enum": ["technical", "billing", "account", "product"]
},
"complexity_level": {
"type": "string",
"description": "Issue complexity level",
"enum": ["basic", "intermediate", "advanced", "critical"]
},
"customer_context": {
"type": "string",
"description": "Relevant customer information for routing"
},
"escalation_reason": {
"type": "string",
"description": "Why this needs escalation vs self-service"
}
},
"required": ["issue_category", "complexity_level"]
}
"description": "Escalate calls to appropriate support specialists based on customer tier and issue complexity"
}
}

Expand Down Expand Up @@ -183,31 +132,7 @@ We will build a customer support escalation system for TechCorp that intelligent
"destinations": [],
"function": {
"name": "escalateToSupport",
"description": "Escalate calls to appropriate support specialists based on customer tier and issue complexity",
"parameters": {
"type": "object",
"properties": {
"issue_category": {
"type": "string",
"description": "Category of customer issue",
"enum": ["technical", "billing", "account", "product"]
},
"complexity_level": {
"type": "string",
"description": "Issue complexity level",
"enum": ["basic", "intermediate", "advanced", "critical"]
},
"customer_context": {
"type": "string",
"description": "Relevant customer information for routing"
},
"escalation_reason": {
"type": "string",
"description": "Why this needs escalation vs self-service"
}
},
"required": ["issue_category", "complexity_level"]
}
"description": "Escalate calls to appropriate support specialists based on customer tier and issue complexity"
}
}'
```
Expand Down Expand Up @@ -235,10 +160,11 @@ We will build a customer support escalation system for TechCorp that intelligent
2. Assess issue complexity and customer needs
3. Escalate to human specialists when appropriate using the escalateToSupport function

Try to resolve simple issues first. For complex issues or when customers request human help, escalate intelligently based on:
- Issue category (technical, billing, account, product)
- Complexity level (basic, intermediate, advanced, critical)
- Customer context and history
When you need to escalate, clearly state the issue type and complexity in the conversation before calling the escalation function. For example:
- "I see you're having a technical issue that seems quite complex. Let me connect you with a specialist."
- "This billing matter is critical. I'll transfer you to our billing team right away."

The system will analyze the conversation to route you to the right specialist.

Always be professional and efficient in your support.
```
Expand Down Expand Up @@ -284,10 +210,6 @@ Always be professional and efficient in your support.`
],
toolIds: [escalationToolId]
},
voice: {
provider: "11labs",
voiceId: "burt"
},
serverUrl: "https://your-app.com/webhook/escalation",
serverUrlSecret: process.env.WEBHOOK_SECRET
});
Expand Down Expand Up @@ -342,10 +264,6 @@ Always be professional and efficient in your support."""
],
"toolIds": [escalation_tool_id]
},
"voice": {
"provider": "11labs",
"voiceId": "burt"
},
"serverUrl": "https://your-app.com/webhook/escalation",
"serverUrlSecret": os.getenv("WEBHOOK_SECRET")
}
Expand Down Expand Up @@ -385,7 +303,7 @@ Always be professional and efficient in your support."""
},
"voice": {
"provider": "11labs",
"voiceId": "burt"
"voiceId": "rachel"
},
"serverUrl": "https://your-app.com/webhook/escalation",
"serverUrlSecret": "your-webhook-secret"
Expand Down Expand Up @@ -421,8 +339,32 @@ Always be professional and efficient in your support."""

// Support escalation logic
function determineSupportDestination(request: any) {
const { functionCall, call, customer } = request;
const { issue_category, complexity_level, customer_context, escalation_reason } = functionCall.parameters;
const { call, customer } = request;

// Analyze the transcript to determine issue type and complexity
// Since dynamic transfers don't support parameters, we must analyze the conversation
const transcript = call.transcript || '';
const lowerTranscript = transcript.toLowerCase();

// Determine issue category from conversation
let issue_category = 'general';
if (lowerTranscript.includes('technical') || lowerTranscript.includes('error') || lowerTranscript.includes('bug')) {
issue_category = 'technical';
} else if (lowerTranscript.includes('billing') || lowerTranscript.includes('payment') || lowerTranscript.includes('invoice')) {
issue_category = 'billing';
} else if (lowerTranscript.includes('account') || lowerTranscript.includes('password') || lowerTranscript.includes('login')) {
issue_category = 'account';
} else if (lowerTranscript.includes('product') || lowerTranscript.includes('feature')) {
issue_category = 'product';
}

// Determine complexity level from keywords
let complexity_level = 'basic';
if (lowerTranscript.includes('urgent') || lowerTranscript.includes('critical') || lowerTranscript.includes('emergency')) {
complexity_level = 'critical';
} else if (lowerTranscript.includes('complex') || lowerTranscript.includes('advanced') || lowerTranscript.includes('integration')) {
complexity_level = 'advanced';
}

// Simulate customer tier lookup
const customerData = lookupCustomerTier(customer.number);
Expand All @@ -444,7 +386,7 @@ Always be professional and efficient in your support."""
},
{
role: "user",
content: `Enterprise customer with ${issue_category} issue. Complexity: ${complexity_level}. Reason: ${escalation_reason}. Context: ${customer_context}`
content: `Enterprise customer with ${issue_category} issue. Complexity: ${complexity_level}.`
}
]
}
Expand All @@ -460,7 +402,7 @@ Always be professional and efficient in your support."""
message: "Transferring you to our technical support specialists.",
transferPlan: {
mode: "warm-transfer-say-message",
message: `Technical ${complexity_level} issue. Customer context: ${customer_context}. Escalation reason: ${escalation_reason}`
message: `Technical ${complexity_level} issue requiring specialist support.`
}
};
}
Expand All @@ -473,7 +415,7 @@ Always be professional and efficient in your support."""
message: "Connecting you with our billing and account specialists.",
transferPlan: {
mode: "warm-transfer-say-message",
message: `${issue_category} issue, complexity ${complexity_level}. Context: ${customer_context}`
message: `${issue_category} issue, complexity ${complexity_level}.`
}
};
}
Expand All @@ -486,7 +428,7 @@ Always be professional and efficient in your support."""
message: "Transferring you to our product specialists.",
transferPlan: {
mode: "warm-transfer-say-message",
message: `Product ${complexity_level} inquiry. Context: ${customer_context}`
message: `Product ${complexity_level} inquiry.`
}
};
}
Expand Down Expand Up @@ -581,14 +523,31 @@ Always be professional and efficient in your support."""

def determine_support_destination(request_data: Dict[str, Any]) -> Dict[str, Any]:
"""Determine support escalation destination based on request context"""
function_call = request_data.get('functionCall', {})
parameters = function_call.get('parameters', {})
call = request_data.get('call', {})
customer = request_data.get('customer', {})

issue_category = parameters.get('issue_category', 'general')
complexity_level = parameters.get('complexity_level', 'basic')
customer_context = parameters.get('customer_context', '')
escalation_reason = parameters.get('escalation_reason', '')
# Analyze the transcript to determine issue type and complexity
# Since dynamic transfers don't support parameters, we must analyze the conversation
transcript = call.get('transcript', '')
lower_transcript = transcript.lower()

# Determine issue category from conversation
issue_category = 'general'
if 'technical' in lower_transcript or 'error' in lower_transcript or 'bug' in lower_transcript:
issue_category = 'technical'
elif 'billing' in lower_transcript or 'payment' in lower_transcript or 'invoice' in lower_transcript:
issue_category = 'billing'
elif 'account' in lower_transcript or 'password' in lower_transcript or 'login' in lower_transcript:
issue_category = 'account'
elif 'product' in lower_transcript or 'feature' in lower_transcript:
issue_category = 'product'

# Determine complexity level from keywords
complexity_level = 'basic'
if 'urgent' in lower_transcript or 'critical' in lower_transcript or 'emergency' in lower_transcript:
complexity_level = 'critical'
elif 'complex' in lower_transcript or 'advanced' in lower_transcript or 'integration' in lower_transcript:
complexity_level = 'advanced'

# Simulate customer tier lookup
customer_data = lookup_customer_tier(customer.get('number', ''))
Expand All @@ -610,7 +569,7 @@ Always be professional and efficient in your support."""
},
{
"role": "user",
"content": f"Enterprise customer with {issue_category} issue. Complexity: {complexity_level}. Reason: {escalation_reason}. Context: {customer_context}"
"content": f"Enterprise customer with {issue_category} issue. Complexity: {complexity_level}."
}
]
}
Expand All @@ -625,7 +584,7 @@ Always be professional and efficient in your support."""
"message": "Transferring you to our technical support specialists.",
"transferPlan": {
"mode": "warm-transfer-say-message",
"message": f"Technical {complexity_level} issue. Customer context: {customer_context}. Escalation reason: {escalation_reason}"
"message": f"Technical {complexity_level} issue requiring specialist support."
}
}

Expand All @@ -637,7 +596,7 @@ Always be professional and efficient in your support."""
"message": "Connecting you with our billing and account specialists.",
"transferPlan": {
"mode": "warm-transfer-say-message",
"message": f"{issue_category} issue, complexity {complexity_level}. Context: {customer_context}"
"message": f"{issue_category} issue, complexity {complexity_level}."
}
}

Expand All @@ -649,7 +608,7 @@ Always be professional and efficient in your support."""
"message": "Transferring you to our product specialists.",
"transferPlan": {
"mode": "warm-transfer-say-message",
"message": f"Product {complexity_level} inquiry. Context: {customer_context}"
"message": f"Product {complexity_level} inquiry."
}
}

Expand Down Expand Up @@ -939,8 +898,7 @@ function handleEscalationError(error: any, context: any) {
// Log escalation details for debugging
console.error('Escalation context:', {
phoneNumber: context.customer?.number,
issueCategory: context.functionCall?.parameters?.issue_category,
complexityLevel: context.functionCall?.parameters?.complexity_level,
callId: context.call?.id,
timestamp: new Date().toISOString()
});

Expand Down
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