A reliable handoff reaches an appropriate person or clearly invokes the agreed alternative. Calling a transfer function is not sufficient evidence that the customer and receiving employee connected.
Vapi’s transfer documentation explicitly instructs testers to have someone answer each destination and confirm two-way audio; it warns that a successful tool result alone does not prove connection. Its warm-transfer documentation also lists configuration and provider limitations. (docs.vapi.ai)
Use this handoff acceptance checklist:
- The caller can request a person without repeatedly arguing with the agent.
- The destination is correct for the location, issue and current opening hours.
- The receiving person gets an accurate, concise summary.
- The summary distinguishes verified facts from unconfirmed caller statements.
- The caller knows whether they are waiting, being transferred or requesting follow-up.
- Busy, no-answer and voicemail outcomes trigger an approved recovery path.
- The system avoids circular transfers.
- The final disposition records what actually happened.
Test the receiving queue under real staffing arrangements, including lunch cover and after-hours operation.
Do not report a callback request as a successful live handoff. Report both if they are legitimate outcomes, with separate service expectations and denominators.