Transfer Fallback Triggered

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. 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.

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"
}

Properties

Property	Type	Description
`event`	string	The webhook event type (`transferFallbackTriggered`).
`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.originalTransferNumber`	string	The phone number of the primary agent who did not answer.
`data.fallbackTransferNumber`	string	The phone number that the fallback transfer was dispatched to.
`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 fallback transfer was dispatched.

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Transfer Fallback Triggered

Payload

Properties

​Payload

​Properties

Payload

Properties