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The transferFallbackTriggered webhook event fires when a warm call transfer to the primary human agent is missed and Apten successfully dispatches the configured fallback transfer. Use this to alert your on-call team in real time, rather than waiting for the terminal agentMissedTransfer event.
This webhook only triggers for warm transfers on SMS leads. Cold transfers and webchat sessions will not trigger this event. The event is published only after the fallback dispatch succeeds, so failed dispatches will not produce false-positive alerts.

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Payload

{
  "event": "transferFallbackTriggered",
  "data": {
    "leadId": "fc5859ea-1f9f-4871-946c-fd73e83f05f7",
    "externalLeadId": "003XX000004DHPY",
    "phone": "+13102919783",
    "profile": "Swim Parent",
    "callId": "ddd1cf74-e6d3-4b32-a6c4-76e81c5295ff",
    "originalTransferNumber": "+14153750579",
    "fallbackTransferNumber": "+14153750580"
  },
  "timestamp": "2026-02-05T18:49:41Z"
}

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Properties

PropertyTypeDescription
eventstringThe webhook event type (transferFallbackTriggered).
data.leadIdstringThe unique identifier for the lead.
data.externalLeadIdstringThe CRM lead ID (Salesforce, HubSpot, or Close CRM). Only included if the lead has a CRM association.
data.phonestringThe phone number of the lead.
data.profilestringThe customer profile assigned to the lead.
data.callIdstringThe unique identifier for the call.
data.originalTransferNumberstringThe phone number of the primary agent who did not answer.
data.fallbackTransferNumberstringThe phone number that the fallback transfer was dispatched to.
data.close_crm_leadIdstringThe Close CRM lead ID. Only included if the lead is associated with Close CRM via integration.
timestampstringThe ISO 8601 timestamp when the fallback transfer was dispatched.