Agentic Warm Transfer - Agent dismissed tools

Support Help
1

Hello

We have already issued a support ticket for this problem: Ticket #47287

We are trying to implement an agentic transfer system for an outbound collections call. We use the Python SDK to set up a main agent and a transfer agent.

The required workflow is the main agent calls a user, and when the user asks for a human transfer, the agent calls a transfer tool and starts an agentic warm transfer to an operator. The transfer agent has a two-way conversation with the operator and at the end, asks them if they’re available to take the call. If they say yes, the transfer is bridged, and if they say no, the transfer is cancelled.

Everything works fine until the asking for availability part. Once the agent asks, the transfer agent never calls any of the bridge_transfer and cancel_transfer tools. When we investigated by looking into the logs and the agents, we noticed that the tools are never added to the transfer agent.

Our Python SDK clearly adds both the tools to the transfer agent. But they don’t show up in the dashboard of that agent. We even tried adding the tools through the dashboard. But they show up for a moment and then disappear. This doesn’t happen with any other tools except these two.

We’re assuming that the reason the transfer isn’t bridged/cancelled is that the agent doesn’t actually have the tools. We were hoping you could shed some light on the issue and help us fix the problem. We’re hoping to roll out the feature into production very soon, and really needed urgent support with this.

Best regards,

2

Hey @anthony_iridium Can you share relevant Call ID(s) and your Agent ID?

3

Call ID: call_9e84dfbd75516b7ba4106674
Agent IDs: agent_0d07f2332d3d440c2d5f7f58a8, agent_53c00cffc18cb458af3724545d

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Hey @anthony_iridium Checking with the team.

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Hey @anthony_iridium our engineer has already provided a response to your ticket 47287.
For reference, this is the response:

Thanks for the detailed writeup and video — that made it quick to pin down.
The root cause: your transfer agent’s underlying LLM was created without our internal “transfer” flag. bridge_transfer and cancel_transfer are only allowed on transfer-flagged LLMs, so our backend was stripping those two tools out on every save — which is exactly why they’d show up for a moment and then disappear in the dashboard.
I’ve fixed the LLM data on our side, so the transfer agent now supports these tools. You should be able to add bridge_transfer and cancel_transfer now — via the dashboard or the SDK.
Let me know if you run into anything else.

Thank You