Hi Team,
We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.
At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.
We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.
Currently, the integration between Twilio and Zendesk Support primarily allows for creating tickets based on calls, but does not support transferring a live voice call directly into the Zendesk Talk queue or to a Zendesk agent. This is why when connecting to a Zendesk group via Twilio, a ticket is created instead of the call being transferred live.