Hi Support Team, I am using the Agentic Warm Transfer feature and need to programmatically differentiate between two specific failure scenarios for our analytics. Currently, both scenarios return the exact same generic error message to the Main Agent, making it impossible to distinguish them via the tool_result. The Two Distinct Scenarios: Transfer Declined (Human said "No"): The Transfer Agent connects successfully, the human representative declines the call, and the agent executes the cancel_transfer tool to return the user to the main agent. Transfer Timeout (No Answer): The Transfer Agent dials, but the human representative never picks up. The system eventually hits the transferTimeoutMs limit (e.g., 30s) and fails. The Problem: In both cases, the Main Agent receives the exact same Tool Result string: {"status": "Transfer failed due to an error.. Please inform the customer..."} My Request: How can I differentiate these two outcomes in the Call Analyzed Webhook or the Tool Output? Is there a specific disconnect_reason or failure_code exposed in the webhook metadata that flags a timeout versus a manual cancellation? Can the cancel_transfer tool be configured to pass a custom status (e.g., {"status": "declined_by_rep"}) back to the Main Agent instead of the generic error? We are trying to track "Missed Calls" (Timeout) vs. "Rejected Calls" (Declined) in our database, and relying on call duration as a proxy is not precise enough for our reporting. Agent ID: [Insert Your Main Agent ID] Call ID (Example of Decline): [Insert a Call ID where rep said "No"] Call ID (Example of Timeout): [Insert a Call ID where no one answered] Thanks

Hi @Vako-SV this is a very valid use case, and we appreciate you taking the time to outline it clearly. You can add new workflow and You can request this as a feature #1209348383496732682 and our team will work on improving transfer outcome visibility in future updates.

@Shehroze -Support @Retell i was able to find how to solve the issue - i added new owrkflow and agent level webhook to transfer agent - now i receive original call id and can join the main agent conversation based on that - and based on conversation deside outcomes

Great

but now i have new issue with transfer agent - transfer agent said that it was bridged and as an tool result we see it was bridged but as you can see in reality agent stayed on line and user and human rep never been connected https://cdn.discordapp.com/attachments/1460556976499982407/1460646229435355341/image.png?ex=6967ac4e&is=69665ace&hm=3994f509a09ef6c20699d541ebad6fd957f33d9c4a9c54c4ec85c47655dbebcd&

Create a new ticket and send these messages there

why cant we solve this issue here?

It will be easy to track

@Shehroze -Support @Retell okey done new ticket created