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

goosewin · goosewin · commit 4def74b70f04 · 2025-07-29T10:44:48.000-07:00
diff --git a/fern/assistants/examples/inbound-support.mdx b/fern/assistants/examples/inbound-support.mdx
@@ -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"
       }
     });
 
@@ -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"
         }
     }
 
@@ -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"
            }
          }'
     ```
diff --git a/fern/assistants/examples/support-escalation.mdx b/fern/assistants/examples/support-escalation.mdx
@@ -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/)
@@ -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)">
@@ -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"
           }
         });
 
@@ -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"
             }
         }
         
@@ -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"
            }
          }'
     ```
@@ -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.
         ```
@@ -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
         });
@@ -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")
         }
@@ -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"
@@ -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);
@@ -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}.`
                 }
               ]
             }
@@ -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 ${complexity_level} issue requiring specialist support.`
           }
         };
       }
@@ -473,7 +415,7 @@ Always be professional and efficient in your support."""
           message: "Connecting you with our billing and account specialists.",
           transferPlan: {
             mode: "warm-transfer-say-message",
-            message: `${issue_category} issue, complexity ${complexity_level}. Context: ${customer_context}`
+            message: `${issue_category} issue, complexity ${complexity_level}.`
           }
         };
       }
@@ -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.`
           }
         };
       }
@@ -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', ''))
@@ -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}."
                             }
                         ]
                     }
@@ -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."
                 }
             }
         
@@ -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}."
                 }
             }
         
@@ -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."
                 }
             }
         
@@ -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()
   });
   
diff --git a/fern/calls/call-dynamic-transfers.mdx b/fern/calls/call-dynamic-transfers.mdx

Original file line number	Diff line number	Diff line change
`@@ -159,7 +159,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to`
`159`	`159`	`},`
`160`	`160`	`voice: {`
`161`	`161`	`provider: "11labs",`
`162`		`- voice_id: "burt"`
	`162`	`+ voice_id: "rachel"`
`163`	`163`	`}`
`164`	`164`	`});`
`165`	`165`
`@@ -193,7 +193,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to`
`193`	`193`	`},`
`194`	`194`	`"voice": {`
`195`	`195`	`"provider": "11labs",`
`196`		`- "voice_id": "burt"`
	`196`	`+ "voice_id": "rachel"`
`197`	`197`	`}`
`198`	`198`	`}`
`199`	`199`
`@@ -222,7 +222,7 @@ We will be creating a customer support agent for VapiBank, a bank that wants to`
`222`	`222`	`},`
`223`	`223`	`"voice": {`
`224`	`224`	`"provider": "11labs",`
`225`		`- "voice_id": "burt"`
	`225`	`+ "voice_id": "rachel"`
`226`	`226`	`}`
`227`	`227`	`}'`
`228`	`228`	```