Unable to display customer phone during warm transfer

Support Help
1

Hi,

We are developing a bot that will transfer calls to different users.
Requirement is to display customer phone number to user instead of agent phone number.

But we are not able to do that in warm transfer.

In case of cold transfer and other transfer options the transfer didn’t work if i select users phone number option. The transfer didn’t works.

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hello,

You can use our Retell Twilio numbers, and it should work fine.
Alternatively, use cold transfer with SIP REFER, which will show the user’s number.

Regards,
Retell Support Team

4

Hello,
We cannot change the phone number it is already in use by the customer. In fact there are 10 phone numbers that are in use. These are on SIP from Twilio.
Why it cannot just send the customer phone number since it is a fairly simple requirement.

Please solve this issue.

Regards.

5

Hello,

This is not supported currently, but we can add it as a feature request.

Regards,
Retell Support team

6

If this option is not supported then you guys must have it disabled as soon as someone select the Warm transfer.

We have committed this festure and its not working and you are telling its not supported?

This not how we it works.

Can you make some fixes so that we can satisfy our customer who has big bisiness running through our system.
Thanks.

7

Hello,

For warm transfer, we only support showing Retell’s number at this moment.
Unfortunately, we don’t have an ETA for it yet, but we can confirm that it is a high-priority item that’s on our roadmap.

Regards,
Retell Support Team