WarmTransferTask

Overview

Use WarmTransferTask to execute an agent-assisted warm transfer. The task automatically manages the complexities of the transfer workflow, including dialing the supervisor, providing context, and merging the calls.

WarmTransferTask handles the following:

• Creating a separate room for the human agent.
• Dialing the supervisor/human agent using SIP.
• Playing hold music to the caller while connecting.
• Providing the human agent with conversation history and context.
• Disabling I/O for the caller during the transfer process.
• Providing tools for the human agent to:
  • connect_to_caller: Connect the human agent to the original caller.
  • decline_transfer: Decline the transfer with a reason.
  • voicemail_detected: Handle voicemail detection.

The task returns a WarmTransferResult data class with one field: human_agent_identity.

Usage

For a basic example, see the following code snippet:

from livekit.agents.beta.workflows import WarmTransferTask

result = await WarmTransferTask(
    target_phone_number=<supervisor-phone-number>,  # Supervisor's phone number
    sip_trunk_id=<outbound-trunk-id>,               # Outbound trunk ID
    chat_ctx=self.chat_ctx,                         # Conversation history
)

You can set the outbound trunk ID as an environment variable LIVEKIT_SIP_OUTBOUND_TRUNK:

export LIVEKIT_SIP_OUTBOUND_TRUNK=<outbound-trunk-id>

Parameters

For a full list of parameters, see the WarmTransferTask reference.

You can customize the behavior of WarmTransferTask by passing additional parameters:

hold_audioAudioSource | AudioConfig | list | NoneOptionalDefault: BuiltinAudioClip.HOLD_MUSIC

#

Audio to play while the caller is on hold. By default, plays BuiltinAudioClip.HOLD_MUSIC.

Default hold music