when I make a call to an agent via a telephony provider, in conversation eleven labs 2 conversation | ElevenLabs | Page 1

vague onyxBOT Oct 23, 2025, 5:47 AM

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AI-generated Answer for sampurasun.

Short answer: The official docs don’t describe a normal flow where a single telephony call creates two separate conversations. A conversation is created when the realtime session (WebSocket) is established and identified by one conversation_id. (elevenlabs.io)

What the docs do say that could look like a “blank” extra entry:

Unanswered/Not Answered outbound calls are logged and shown in conversation history; these entries can have little or no transcript. If your telephony flow attempts or retries a call before a successful connect, you may see an additional “empty” record. (elevenlabs.io)
Call initiation failures are reported via dedicated post-call webhooks; these events cover cases like connection errors or declines and may not produce a full transcript. If your provider creates and then aborts an attempt before the main session, you could see a minimal record associated with that attempt. (elevenlabs.io)

Inbound Twilio personalization does start preparing conversation initiation data during the dialing period, but the documentation does not state that this creates a separate, second conversation. (elevenlabs.io)

Given the above, there’s no documented, expected behavior that would always create two conversations per call. If you’re consistently seeing this, please compare the two records’ statuses and timestamps (e.g., initiated/not answered vs. in-progress/done) via the Conversations API to confirm whether one is an unanswered/initiation attempt and the other is the actual call. (elevenlabs.io)

If that doesn’t explain it, I don’t have a documented reason in the public docs. Please share the two conversation_ids and whether the call is inbound or outbound so Support can review the session logs against your telephony provider’s attempts. (elevenlabs.io)

tough shoal Oct 23, 2025, 5:53 AM

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when I make a call to an agent via a telephony provider, in conversation eleven labs 2 conversations are always created, 1 is the original conversation and the other is a blank conversation. Can we know why this case happened?

(inbound)

vague onyxBOT Oct 23, 2025, 5:53 AM

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AI-generated Answer for sampurasun.

Short answer: I can’t find anything in ElevenLabs’ official docs that says an inbound telephony call should create two conversations (one “real” and one blank). This behavior isn’t documented as expected.

What you can verify now

Check the status and flags of both conversation IDs with the Get Conversation endpoint to see whether the “blank” one is stuck in initiated/failed and whether it has any audio attached (has_audio/has_user_audio/has_response_audio). (elevenlabs.io)
If you use Twilio inbound personalization, ensure your webhook only returns the conversation initiation client data. The platform itself initiates the conversation using your webhook’s response; your webhook should not start a separate session, which could explain an extra empty record. (elevenlabs.io)
Note: “Call initiation failure” webhooks (which can produce records without a transcript) are documented for outbound attempts, not inbound, so they shouldn’t apply here—useful as a sanity check when reviewing logs. (elevenlabs.io)

If the duplicate persists after the checks above, please share the involved conversation_ids and timestamps with Support so the team can inspect backend call legs for your provider. (help.elevenlabs.io)

Sources:
Get conversation details | ElevenLabs Documentation
Twilio personalization | ElevenLabs Documentation
Post-call webhooks | ElevenLabs Documentation
How can I contact support? – ElevenLabs

tough shoal Oct 23, 2025, 5:56 AM

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conv_1501k87sak3nfbv8ams7e31t6t1m
conv_7001k87schcqegp870r56ptpgyf8

these two of conversation ids

#when I make a call to an agent via a telephony provider, in conversation eleven labs 2 conversation