Outage in ElevenLabs
Twilio Native Integration: Some Successful Transfers Show as Failed
Resolved Minor
April 16, 2026 - Started 5 days ago
- Lasted about 19 hours
Incident Report
Summary AI Generated
ElevenLabs experienced a labeling issue with their Twilio Native integration where successful call transfers were incorrectly categorized as failures in call transcripts, affecting both custom webhook transfer tools and the native transfer_to_number tool. The actual transfer functionality remained unaffected with failure rates at normal baseline levels, but the misreporting created confusion in call transcript data. The engineering team identified the root cause and deployed a fix after 19.5 hours, with monitoring ongoing to ensure the labeling issue was resolved.
Starting around 13:00:00 UTC on 2026-04-14, some call transfers with the Twilio Native integration started to get categorized as failures in call transcripts, despite these transfers succeeding.
Both custom webhook transfer tools and the native transfer_to_number tool are affected. Calls using SIP numbers are not currently affected.
All information indicates that actual transfer failure rate is at baseline. Our engineering team is currently working to correct the mislabeling.
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Latest Updates ( sorted recent to last )
MONITORING
4 days ago - at 04/17/2026 09:49AM
We have released an update to address the issue. We are currently monitoring the situation.
IDENTIFIED
5 days ago - at 04/16/2026 06:51PM
We have identified the root cause of the issue and are currently preparing a release to address it.
INVESTIGATING
5 days ago - at 04/16/2026 05:08PM
Starting around 13:00:00 UTC on 2026-04-14, some call transfers with the Twilio Native integration started to get categorized as failures in call transcripts, despite these transfers succeeding.
Both custom webhook transfer tools and the native transfer_to_number tool are affected. Calls using SIP numbers are not currently affected.
All information indicates that actual transfer failure rate is at baseline. Our engineering team is currently working to correct the mislabeling.
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