Hello,
{{user_number}} - system dynamic value is not working after transferred another agent. It outputs an example value from previous tests. Doesn’t give you number of the user.
Any idea?
The {{user_number}} system variable should contain the user’s phone number during calls(1). For phone calls specifically, {{user_number}} represents the user’s phone number, which is the from_number for inbound calls or the to_number for outbound calls(1).
When transferring calls to another agent, you may need to explicitly pass dynamic variables to preserve them(2). One community member noted that to transfer a call to another agent while passing dynamic variables, you could store the information in a database and use an inbound webhook to retrieve it in the next agent(2).
If {{user_number}} is showing cached test values instead of the actual caller’s number after transfer, this suggests the variable context may not be automatically preserved across agent transfers. You might need to explicitly pass the user_number as a custom dynamic variable when initiating the transfer or retrieve it via an inbound call webhook in the receiving agent.
Check these potentially useful sources for more details on dynamic variables and call transfers:
“You might need to explicitly pass the user_number as a custom dynamic variable when initiating the transfer or retrieve it via an inbound call webhook in the receiving agent.”
I already added as a custom variable in function of first agent.
Hello @semih.yildiz
Can you share a call id that has this issue?
Call id : call_d18a6760c2963d568d190f25dc2
Here are my findings:
This issue does not occur with the first agent. It only happens with agents that are transferred via a function, and only for inbound calls.
The number sent from the second agent is my previous fallback number, which I manually entered into the dynamic values for testing. It is also my own personal phone number associated with the account.
I have shared screenshot of the custom function form, the received payload, and the actual incoming call number.
When I uncheck payload: args only, I can see that {{from_number}} is still correct in payload that received. However, it is not being mapped to {{user_number}} as expected for inbound calls.
I tried using {{from_number}} as a system value, but it was not accepted and no number was shown. I also tried unchecking args only and extracting the caller number directly from the payload, but the payload became too large and the platform did not accept it for longer conversations.
Ok there is an update. After I set fallback dynamic value and delete again. Its worked. Strange. I dont know if you guys fix something from backend but this is what I see