for an agent, i enabled a system tool for Transfer to Human. and filled in [phone] in the phon

[snow timber]

AI-generated Answer for waterfallbay

Most likely cause: the call isn’t using the native Twilio integration that enables transfers. If you connected Twilio via the “register call” pattern (your own webhook), transfers are disabled there—so the agent will try, then fail. Use the native Twilio number import instead. See “No call transfers” limitation and the native-integration guide. (elevenlabs.io)

Quick checklist to make Transfer to Human work:

• Use native Twilio integration: import a Twilio number, verify with your Twilio SID/Auth Token, and assign it to the agent. A paid Twilio account with an active number is required. (help.elevenlabs.io)
• Configure the Transfer to number system tool with a rule whose transfer_number exactly matches the destination you entered, in E.164 format (e.g., [phone]). The LLM can only transfer to numbers defined in these rules. (elevenlabs.io)
• Ensure you’re using a supported transfer type:
  • Conference (default) works with native Twilio integration.
  • Blind transfer must be set via JSON and also requires native Twilio.
  • SIP REFER only works when the whole call is SIP and your SIP trunk allows REFER; it doesn’t support warm messages. (elevenlabs.io)
• If you are using SIP trunking instead of Twilio, import the SIP trunk number and (for REFER) make sure the trunk permits SIP REFER. (elevenlabs.io)

If you confirm you used native Twilio import and the rule matches [phone] but it still fails, share whether the number was imported as a purchased Twilio number vs a “Verified Caller ID” (the latter is outbound-only and can’t be assigned for inbound), and how the current call is entering the agent. (elevenlabs.io)

Sources:
Register Twilio calls | ElevenLabs Documentation
Can I connect Twilio to ElevenAgents? – ElevenLabs
Transfer to number | ElevenLabs Documentation
Transfer to number | ElevenLabs Documentation
SIP trunking | ElevenLabs Documentation
Twilio native integration | ElevenLabs Documentation

[ionic ermine]

I am using native twilio integration!

[snow timber]

AI-generated Answer for waterfallbay

Great—on the native Twilio integration, phone-number transfers are supported. Here’s the short checklist to make “Transfer to Human” work and avoid the “I am unable to transfer your call” fallback:

• Use the Transfer to number system tool and configure a rule:
  • Number type: Phone
  • Destination: E.164 format (e.g., [phone])
  • Transfer type: Conference (default) or Blind (Blind is native-Twilio-only and must be set via the JSON editor). (elevenlabs.io)
• Ensure you actually imported the Twilio number via the Twilio native integration (not the Register Call pattern; Register Call does not support transfers). (elevenlabs.io)
• Use a paid Twilio account with an active Twilio phone number (trial/unsupported setups won’t work reliably). (help.elevenlabs.io)
• Set the correct Twilio routing region for that number in ElevenLabs; region mismatches can cause operations like transfers to fail. (elevenlabs.io)
• If the imported number is inbound-capable, assign it to the agent so the live call can be controlled by ElevenLabs. (elevenlabs.io)

Diagnostics:

• Re-run the call and check the agent run/logs for an explicit error (e.g., phone_number_not_found). (elevenlabs.io)
• If the call fails without a clear error, follow the failure guidance and contact Support with the call details. (help.elevenlabs.io)

If you confirm the number is imported/assigned, the transfer rule lists [phone] in E.164, and the routing region is set, transfers should complete on the native Twilio integration. (elevenlabs.io)

Sources:
Transfer to number | ElevenLabs Documentation
Twilio native integration | ElevenLabs Documentation
Can I connect Twilio to ElevenLabs Agents (formerly Conversational AI)? – ElevenLabs
Twilio regional routing | ElevenLabs Documentation
Twilio native integration | ElevenLabs Documentation
Errors | ElevenLabs Documentation
Where can I locate the reason for my call failing? – ElevenLabs
Transfer to number | ElevenLabs Documentation

[ionic ermine]

is the number being transferred to needed also to be a twilio phone number?

[snow timber]

AI-generated Answer for waterfallbay

No. With the native Twilio integration, Transfer to number can dial any external phone number (in E.164) or a SIP URI that you’ve added to the tool’s rules; it does not need to be a Twilio-owned number. Ensure the number is preconfigured in the Transfer to number tool, matches exactly at runtime, and is reachable by your configured account. (elevenlabs.io)

Sources:
Transfer to number | ElevenLabs Documentation

[ionic ermine]

if i select the routing region to US1, what edge location should i select?