Call forwarding
Hello, I am facing an issue with forwarding calls. I set up a Twilio number and connected it to a project. When I call the twilio number, I get connected to voiceflow just fine. The project is simple, see the attached photo. When I tell the agent to connect me to the accounting department, the call is just dropped. The number that it's forwarding to is my own 2nd phonenumber. Any idea what the issue might be? I've tried to change the assigned twilio number to both production and development environment. In another post about call forwarding there was a mention that a phone number that I am forwarding to needs to be verified with Voiceflow? Is that correct? Not sure if it matters but both the Twilio number and the number i am forwarding to are Dutch numbers.
5 Replies
Here are the usual things to check when a call drops as soon as the Call-forward tool is triggered:
1️⃣ Phone number format
• The number you enter in the Call-forwarding step must be in full E.164 – i.e. “+31xxxxxxxxx” for the Netherlands (the “+” and country code are required).
2️⃣ Twilio outbound permissions
• When Voiceflow forwards the call it asks Twilio to start a NEW outbound call to the destination number. If your Twilio project doesn’t have "Netherlands" enabled under Voice ➜ Settings ➜ Geo-Permissions, Twilio will immediately reject the call and you’ll hear the line drop.
3️⃣ Trial-account restrictions
• If you are still on a Twilio trial account the destination number must be added to the “Verified Caller IDs” list inside Twilio. Otherwise Twilio rejects the dial request.
4️⃣ Check Twilio call logs
• Open Twilio ➜ Monitor ➜ Calls. You will see two call legs:
– the inbound leg from your mobile to the Twilio number (this one is completed)
– an outbound leg that Twilio tries to create when Voiceflow triggers the forward. If that leg shows failed / no-answer you can click it to see the exact error code (geo permission, formatting, etc.).
5️⃣ No Voiceflow verification needed
• The destination phone number does not need to be added or verified in Voiceflow – only the Twilio side matters.
Quick test
✓ Re-enter the target number as “+31…”.
✓ Make sure NL is ticked in Twilio Geo-Permissions (or add the number to Verified Caller IDs if on trial).
✓ Call again – the agent should now hand the call off instead of hanging up.
Docs for reference → https://docs.voiceflow.com/docs/call-forwarding-step (see “Phone number – include country code e.g. +16471112222”).
Voiceflow
Call forwarding step
Forward calls from your agent to another agent or a live represenative.
The 2 suggestion worked\
Same for me, option 2 was the issue
@rudisp Hi, I am also from Europe (Belgium). In Twilio is your phone number routed to the US or Ireland?
Hi @Julien im not actually sure, would guess Ireland. Where can I see this?
If you did not change it manually, it is still probably routed to the US.
For GDPR reasons, it is better to have it routed to Europe.
You can check this in twilio - phone numbers - manage - active number - select your phone number - configure
