Here’s how to triage this using only the official docs:
Check what “500” means: In ElevenLabs APIs, HTTP 500 indicates an internal server error on ElevenLabs’ side (should be rare). If the Portal shows 500 during a tool call, capture the request/conversation ID and proceed to Support. (elevenlabs.io)
Verify the tool is configured correctly:
Tool type = Webhook, with the correct method, URL, headers, auth, and parameter definitions. (elevenlabs.io)
If you recently edited how tools are wired, ensure your agent uses prompt.tool_ids (legacy prompt.tools is deprecated and rejected after July 23, 2025). Miswiring can prevent tool invocation entirely. (elevenlabs.io)
Reproduce and validate with Tool Call Testing:
Create a Tool Call Test for the specific tool, assert expected parameters, and run it to see whether the agent attempts the call and what fails. This isolates config/parameter issues from runtime issues. (elevenlabs.io)
Look for failure reasons in Call History:
The Call History view surfaces failure messages for conversations; review the red error details for the affected conversation(s). If no message is shown, escalate to Support with IDs. (help.elevenlabs.io)
If the issue persists (or the error is consistently 500 on the Portal), contact ElevenLabs Support with the failing agent ID, conversation/request IDs, timestamp, and screenshots: team@elevenlabs.io. (help.elevenlabs.io)
Thanks for the details. “Error code: 500. Details: An unexpected error occurred” corresponds to internal_error and indicates a server-side issue on ElevenLabs’ side (should be rare). If it persists, contact Support with the request_id. (elevenlabs.io)
What you can verify right now
Check Call History in your agent to see if a specific failure reason was captured for the conversation. If no reason appears, contact Support. (help.elevenlabs.io)
If the failure happens during a tool call, review your Server Tool (Webhook) configuration: method/URL, required path/query/body parameters, headers, and authentication via Workspace Auth Connections or secrets. (elevenlabs.io)
If you’re testing via a client, use the agent_tool_response event to confirm whether a tool execution returned is_error=true (helps distinguish a tool failure from a platform error). (elevenlabs.io)
When contacting Support
Include the request_id from the error body (and any conversation/call history IDs) plus screenshots; email team@elevenlabs.io. (elevenlabs.io)
Reference for this error message
internal_error: “An unexpected error occurred. Contact support if this persists.” (elevenlabs.io)
quasi wagon
ancient verge