Call Forwarding Step Not Working....
I am trying the new call forwarding step and it is not working on the canvas. It does work when I test the call in the interfaces menu when I enter the phone number and click on test call. I am using a Twilio number for the agent and the outbound forwarding number is verified by Twilio. Any ideas what could be going on? Thanks.
2 Replies
Here are the 3 things that usually cause the behaviour you’re seeing:
1. The call is hitting a different environment than the one you’re editing
• The number you dial is normally routed to the production version of the agent, while the canvas you’re working on is the development version. The “Test call” button inside the Interfaces ▸ Voice panel always uses development, which is why the transfer works there.
▶︎ Go to Integrations ▸ Telephony → Phone Numbers and check the Environment column. Either (a) switch that number to Development while you’re building, or (b) click Publish and test again.
2. The flow never actually reaches the Call Forwarding step
• Drop a quick Message step just before the Call Forwarding block (e.g. “transferring you now…”) or open the Conversation Logs – if you don’t see that message / the
Hope that helps! :)
forward-call event, the path isn’t connected the way you expect, so the hand-off will never fire.
3. Formatting / verification of the destination number
• Twilio will only dial numbers that are in full E.164 format (+15551234567) and that are verified on a trial account. The same rule applies inside the Call Forwarding step – make sure the Number field contains the + and country code.
If all three points check out and you still don’t get the transfer, open the Twilio call log for that attempt – any error returned by Twilio (e.g. 21217 “Invalid To Phone Number”) will be shown there.
Docs for reference: https://docs.voiceflow.com/docs/call-forwarding-stepHope that helps! :)
I checked all three points and still not working and there are no call logs in Twilio. One thing to mention is that the call forwarding to number I am using is a google voice number and not sure if that has anything to do with it. But is was verified with Twilio.
It works when in voice mode, not chat mode. 😄