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Webhooks

transfer_cancelled

Sent when a transfer fails or is cancelled, with the reason. The agent stays on the call.

transfer_cancelled means the transfer did not connect. The agent stays on the line and tells the caller the transfer failed, so the call continues.

When it fires#

After transfer_started, when:

  • The destination did not answer, was busy, or rejected the transfer. The driver's reason is passed through.
  • The transfer raised an error, for example a SIP failure. The reason starts with error:.
  • The driver reported failure without a reason. The reason is failed.

Phone calls only.

Which settings enable it#

  • Off by default. Add transfer_cancelled to the agent's webhook_events.
  • URL: the agent's webhook_url, else the workspace URL (no {{variable}} substitution).
  • Timeout: the workspace timeout, else 10 s.

Payload#

{
  "event": "transfer_cancelled",
  "call": {
    "call_id": "call_8c2e5a1f7b3d9e0c4a6f2b18",
    "call_type": "phone_call",
    "agent_id": "agent_5b0e2c7d9a1f4e3b8c6d2a10",
    "agent_version": 2,
    "agent_name": "Bondi Dental Front Desk",
    "call_status": "ongoing",
    "direction": "inbound",
    "from_number": "+61412345678",
    "to_number": "+61291234567",
    "metadata": {},
    "retell_llm_dynamic_variables": { "business_name": "Bondi Dental" },
    "collected_dynamic_variables": {},
    "start_timestamp": 1760675400120,
    "end_timestamp": null,
    "duration_ms": null,
    "transcript": "Agent: Hi, thanks for calling Bondi Dental, this is Ava. How can I help you today?\nUser: I need to talk to the dentist about my bill.\nAgent: Sure, I'll put you through to our practice manager now.",
    "transcript_object": [
      { "role": "agent", "content": "Hi, thanks for calling Bondi Dental, this is Ava. How can I help you today?", "words": [] },
      { "role": "user", "content": "I need to talk to the dentist about my bill.", "words": [] },
      { "role": "agent", "content": "Sure, I'll put you through to our practice manager now.", "words": [] }
    ],
    "transcript_with_tool_calls": [
      { "role": "agent", "content": "Hi, thanks for calling Bondi Dental, this is Ava. How can I help you today?", "ts": 1760675400340 },
      { "role": "user", "content": "I need to talk to the dentist about my bill.", "ts": 1760675405910 },
      { "role": "tool_call_invocation", "tool_call_id": "call_tool_01", "name": "transfer_to_manager", "arguments": "{}", "ts": 1760675406650 },
      { "role": "agent", "content": "Sure, I'll put you through to our practice manager now.", "ts": 1760675406700 },
      { "role": "transfer", "event": "transfer_started", "destination": "+61298765432", "ts": 1760675409210 },
      { "role": "transfer", "event": "transfer_cancelled", "destination": "+61298765432", "reason": "no_answer", "ts": 1760675439400 }
    ],
    "recording_url": null,
    "recording_multi_channel_url": null,
    "public_log_url": "https://api.tried.com.au/public/calls/call_8c2e5a1f7b3d9e0c4a6f2b18/log?exp=1761280239500&sig=2a5d8c1f4b7e0a3d6c9f2b5e8a1d4c7f0b3e6a9d2c5f8b1e4a7d0c3f6b9e2a5d",
    "knowledge_base_retrieved_contents_url": "https://api.tried.com.au/public/calls/call_8c2e5a1f7b3d9e0c4a6f2b18/kb-retrievals?exp=1761280239500&sig=7d0c3f6b9e2a5d8c1f4b7e0a3d6c9f2b5e8a1d4c7f0b3e6a9d2c5f8b1e4a7d0c",
    "transfer_destination": "+61298765432",
    "llm_token_usage": { "values": [1650, 1720], "average": 1685, "num_requests": 2 },
    "disconnection_reason": null,
    "call_analysis": null,
    "latency": {
      "e2e": { "p50": 702, "p90": 702, "p95": 702, "p99": 702, "max": 702, "min": 688, "num": 2, "values": [688, 702] }
    },
    "call_cost": null,
    "batch_call_id": null,
    "contact_id": "contact_6e2a9c1f4b7d0e3a5c8f1b24"
  },
  "transfer": {
    "destination": "+61298765432",
    "reason": "no_answer",
    "timestamp": 1760675439400
  }
}

Fields#

Field Type Description
transfer.destination string The number or SIP URI that was dialled
transfer.reason string Why it failed: the transfer driver's reason, error: <message> (up to 200 characters) for exceptions, or failed
transfer.timestamp integer When the failure was recorded, Unix ms

call.transfer_destination stays set to the attempted destination even though the transfer failed. Check for a transfer_bridged entry in transcript_with_tool_calls to know whether a call was really transferred.

The exact reason strings for unanswered or rejected transfers depend on the transfer driver and carrier. Log them rather than matching on fixed values.

Alerting on failed transfers#

The transfer_call_failure_count alert metric counts these failures. Create an alert rule on it in Alerting to get alert_triggered when transfers start failing.

How to respond#

Reply 2xx. The body is ignored. Retries: up to 3 (1 s, 2 s, 4 s).

Typical use: create a callback task for the person who was meant to answer.