Agent Missed Transfer - Apten

The agentMissedTransfer webhook event is triggered on some warm-transfer paths when the agent does not answer. New integrations should subscribe to call.transfer.failed instead. That event covers every terminal miss after we start dialing the agent, including lead hangup before the bridge, and includes a failureCode.

This webhook only triggers for warm transfers. Cold transfers will not trigger this event.

This event fires after the terminal failure of a warm transfer (including any configured fallback). To be alerted the moment a fallback is dispatched — before the terminal outcome is known — subscribe to transferFallbackTriggered.

Payload

{
  "event": "agentMissedTransfer",
  "data": {
    "leadId": "fc5859ea-1f9f-4871-946c-fd73e83f05f7",
    "externalLeadId": "003XX000004DHPY",
    "phone": "+13102919783",
    "profile": "Swim Parent",
    "callId": "ddd1cf74-e6d3-4b32-a6c4-76e81c5295ff",
    "transferNumber": "+14153750579",
    "fallbackAttempted": true,
    "fallbackTransferNumber": "+14153750579",
    "channel": "SMS"
  },
  "timestamp": "2026-02-05T18:49:41Z"
}

Properties

Property	Type	Description
`event`	string	The webhook event type (`agentMissedTransfer`).
`data.leadId`	string	The unique identifier for the lead.
`data.externalLeadId`	string	The CRM lead ID (Salesforce, HubSpot, or Close CRM). Only included if the lead has a CRM association.
`data.phone`	string	The phone number of the lead.
`data.profile`	string	The customer profile assigned to the lead.
`data.callId`	string	The unique identifier for the call.
`data.transferNumber`	string	The phone number that the call was transferred to.
`data.fallbackAttempted`	boolean	Whether a fallback transfer was attempted after the initial transfer was missed.
`data.fallbackTransferNumber`	string \| undefined	The phone number used for the fallback transfer attempt. Only included if a fallback was attempted.
`data.channel`	string	The source channel of the lead. Can be `SMS` or `WEBCHAT`.
`data.close_crm_leadId`	string	The Close CRM lead ID. Only included if the lead is associated with Close CRM via integration.
`timestamp`	string	The ISO 8601 timestamp when the missed transfer occurred.