Agent Missed Transfer - Apten

The agentMissedTransfer webhook event is triggered whenever a warm call transfer to a human agent fails because the agent did not answer. This can be used to track missed handoffs or trigger follow-up actions.

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.