VAPI•7mo ago

Client being waiting on hold event after transfer destination contact dropped the call

Expected behaviour: While the agent is playing the warm transfer message, the transfer destination should hang up. The agent should then return to the caller and continue the call

Actual behaviour: The caller remains on hold after the transfer destination hangs up. The call does not end and the agent does not return to the caller

Call id: 6ac54f89-17f3-422d-8bdb-2d2ff0642c09

Vapi Support BotAPP•6/18/25, 11:40 AM

Thank you for describing the issue. To help diagnose this further, could you please confirm which warm transfer mode and telephony provider (e.g., Twilio) you are using for this call flow? This will help determine if the fallback and return-to-agent logic is supported and configured correctly in your environment.

Sources:

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extreme-purple•6/18/25, 6:05 PM

Use warm-transfer-experimental mode in Vapi with a fallbackPlan that disables endCallEnabled, allowing the agent to resume the call or end it cleanly..

faint-whiteOP•6/20/25, 8:15 PM

Thank you for your response.
We before were using the fallback plan. In those cases where the transfer destination did not take the phone and the call was hung up the agent returned to the caller. However, in this particular case, the transfer destination hung up in the middle of warm transfer message, which resulted in the caller being put on an infinite hold

VapiAPP•6/20/25, 9:14 PM

Hey Artandrey, thanks for sharing the call ID. Let me go through it and then get back to you.

VapiAPP•6/23/25, 9:10 AM

I appreciate your patience and sharing the call ID. I've reviewed the calls, and here's what happened: the call connected to the destination, but then it either went to voicemail or something else. This means the transfer destination or the human didn't answer. Ideally, we should roll back to the assistant, but he didn't and kept the customer on the hold. I'm forwarding this issue to a team, and I'll let you know once I get the updates from them.

Client being waiting on hold event after transfer destination contact dropped the call

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