Call Transfer Failed

The call.transfer.failed webhook event fires once after Apten starts dialing the human agent and the transfer does not connect. Subscribe to this event if you want to take different actions depending on why the handoff failed.

This is the terminal failure counterpart to call.transfer.connected. After a warm transfer starts, Apten emits exactly one of those two events. Cold transfers do not emit call.transfer.connected; a cold transfer that fails after the agent is dialed still emits this event.If the lead never answered a dedicated outbound transfer call, Apten did not dial an agent. That case stays on call.attempted with isTransfer: true. It does not emit call.transfer.failed.

Failure codes

`failureCode`	Meaning
`agent_not_connected`	We dialed the agent. They never joined (no answer, missed accept, or fallback also missed).
`lead_disconnected`	The lead was on the line, then left before the agent was bridged.

Treat unknown codes as a generic transfer failure so later codes do not break your handler.

Payload

{
  "event": "call.transfer.failed",
  "data": {
    "leadId": "fc5859ea-1f9f-4871-946c-fd73e83f05f7",
    "firstName": "Jane",
    "lastName": "Doe",
    "externalLeadId": "003XX000004DHPY",
    "phone": "+13102919783",
    "profile": "Swim Parent",
    "callId": "ddd1cf74-e6d3-4b32-a6c4-76e81c5295ff",
    "transferType": "WARM",
    "transferTo": "+14153750579",
    "failureCode": "agent_not_connected",
    "isTransfer": true,
    "midCallTransfer": false
  },
  "timestamp": "2026-09-14T18:49:41Z"
}

Properties

Property	Type	Description
`event`	string	The webhook event type (`call.transfer.failed`).
`data.leadId`	string	The unique identifier for the lead.
`data.firstName`	string	The first name of the lead.
`data.lastName`	string	The last name of 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.transferType`	string	`WARM` or `COLD`.
`data.transferTo`	string	The number we tried to transfer to.
`data.failureCode`	string	`agent_not_connected` or `lead_disconnected`.
`data.isTransfer`	boolean	`true` if this was a dedicated transfer call.
`data.midCallTransfer`	boolean	`true` if the transfer started during an AI conversation.
`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 transfer was marked failed.

The same outcome is on GET /calls/{callId} as transferStatus and transferFailureCode. Use that to reconcile or backfill. Do not infer failure from a missing call.transfer.connected.

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Call Transfer Failed

Failure codes

Payload

Properties

​Failure codes

​Payload

​Properties

Failure codes

Payload

Properties