transfer_ended | Tried Docs

transfer_ended closes a successful transfer. It tells you the caller and the transfer destination have finished their conversation, so you know the total handling time including the human part.

When it fires#

When the media room for a transferred call closes, Tried checks the call:

It has a transfer_bridged entry.
It does not have a transfer_ended entry yet.
The call is already ended, error or not_connected.

If all three hold, a transfer_ended event is recorded and the webhook is sent. This is usually well after call_ended and call_analyzed, because the agent leaves the call as soon as the transfer is bridged.

It never fires for transfers that were cancelled. Phone calls only.

Which settings enable it#

Off by default. Add transfer_ended 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_ended",
  "call": {
    "call_id": "call_8c2e5a1f7b3d9e0c4a6f2b18",
    "call_type": "phone_call",
    "agent_id": "agent_5b0e2c7d9a1f4e3b8c6d2a10",
    "agent_version": 2,
    "agent_name": "Bondi Dental Front Desk",
    "call_status": "ended",
    "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": 1760675422400,
    "duration_ms": 22280,
    "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_bridged", "destination": "+61298765432", "ts": 1760675421880 },
      { "role": "transfer", "event": "transfer_ended", "destination": "+61298765432", "ts": 1760675734050 }
    ],
    "recording_url": "https://tried-recordings.s3.ap-southeast-2.amazonaws.com/ws_7d1c0a9e4b2f6a8c3e5d1b90/call_8c2e5a1f7b3d9e0c4a6f2b18/mixed.ogg?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Expires=86400&X-Amz-Signature=9e2a...",
    "recording_multi_channel_url": null,
    "public_log_url": "https://api.tried.com.au/public/calls/call_8c2e5a1f7b3d9e0c4a6f2b18/log?exp=1761280534100&sig=0e3a6d9c2f5b8e1a4d7c0f3b6e9a2d5c8f1b4e7a0d3c6f9b2e5a8d1c4f7b0e3a",
    "knowledge_base_retrieved_contents_url": "https://api.tried.com.au/public/calls/call_8c2e5a1f7b3d9e0c4a6f2b18/kb-retrievals?exp=1761280534100&sig=b6e9a2d5c8f1b4e7a0d3c6f9b2e5a8d1c4f7b0e3a6d9c2f5b8e1a4d7c0f3b6e9",
    "transfer_destination": "+61298765432",
    "llm_token_usage": { "values": [1650, 1720], "average": 1685, "num_requests": 2 },
    "disconnection_reason": "call_transfer",
    "call_analysis": {
      "call_summary": "The caller asked about a bill and was transferred to the practice manager.",
      "in_voicemail": false,
      "user_sentiment": "Neutral",
      "call_successful": true,
      "custom_analysis_data": {}
    },
    "latency": {
      "e2e": { "p50": 702, "p90": 702, "p95": 702, "p99": 702, "max": 702, "min": 688, "num": 2, "values": [688, 702] }
    },
    "call_cost": {
      "product_costs": [
        { "product": "voice_infra", "unit_price": 0.08, "cost": 0.030667 },
        { "product": "gpt-5.6-terra", "unit_price": 0.1, "cost": 0.038333 },
        { "product": "voice_standard", "unit_price": 0.06, "cost": 0.023 }
      ],
      "total_duration_seconds": 23,
      "combined_cost": 0.092
    },
    "batch_call_id": null,
    "contact_id": "contact_6e2a9c1f4b7d0e3a5c8f1b24"
  },
  "transfer": {
    "destination": "+61298765432",
    "timestamp": 1760675734050
  }
}

Fields#

Field	Type	Description
`transfer.destination`	string	The destination that was bridged
`transfer.timestamp`	integer	When the transfer ended, Unix ms

The talk time with the destination is transfer.timestamp minus the ts of the transfer_bridged entry in call.transcript_with_tool_calls.

call.call_cost covers the time the agent was on the call. Tried adds no charge for the transferred leg: it runs on your own trunk and your carrier bills it.

How to respond#

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