> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> When a transfer to another AI agent doesn't do what you expected

<AccordionGroup>
  <Accordion title="The agent didn't transfer" icon="arrow-right-arrow-left">
    First look at the conversation. A failure note tells you exactly why. **No note at all** usually means the destination wasn't offered that turn — invalid destinations are skipped silently. Check, in this order:

    * **Another line.** The destination answers on a different WhatsApp line, SMS number or Facebook Page. **Fix:** put both agents on the same line. In the agent's **Tools** window, look for *"Not on this agent's line, so never offered here"*.
    * **Inactive.** The destination is switched off. **Fix:** turn it on.
    * **Direction.** The conversation is inbound and the destination only does outbound (WhatsApp), or has no inbound binding on that number (SMS). **Fix:** make the destination **Inbound** or **Inbound & outbound**, or give it an inbound binding on the number.
    * **Tags.** On WhatsApp, the customer is outside the destination's client tag audience. **Fix:** widen the audience, or tag the customer.
    * **Limit.** The conversation already had 5 transfers — reverted ones count. The note *Transfer limit reached (5)* is on the thread. **Fix:** none for this conversation; the next one starts at zero.
    * **Topic mismatch.** The note says *the customer's topic does not match that agent's scope*. **Fix:** make the destination's "when" cover what customers actually write.
    * **Aurora on SMS.** Only Lumina agents can carry the tool or receive a transfer. **Fix:** use Lumina agents.
    * **No Page on Messenger.** The destination isn't connected to any Facebook Page, or doesn't answer incoming messages. **Fix:** connect it to the conversation's Page and turn on incoming messages.
    * **The tool isn't attached.** The agent that should transfer doesn't carry the tool. **Fix:** **Tools** → tick it → save the agent.
  </Accordion>

  <Accordion title="It transferred when it shouldn't have" icon="shuffle">
    The agent is treating "off-topic for me" as "the other agent's topic".

    **Fix:**

    * Make each "when" a tight list of topics: *"The customer asks about toll tags, top-ups or tag balance"*, not *"other questions"*.
    * Add the [Alcance block](/en/agent-transfer/transfer-tool#write-the-alcance-block-in-each-agents-prompt) to every agent that carries the tool — including the line for topics nobody handles.
    * Test the edge cases in the **Test** tab: a *would not transfer: topic\_mismatch* result is what you want for an unrelated question.
  </Accordion>

  <Accordion title="The customer got a greeting twice, or was told about the transfer" icon="comments">
    That shouldn't happen: the receiving agent is told not to greet, not to introduce itself and not to mention the transfer.

    **Fix:** check both prompts for rules that override it — *"Always start by greeting the customer"*, *"Tell the customer you'll transfer them"*. Scope greetings to the **first message of the conversation** only, and remove any instruction to announce a transfer.
  </Accordion>

  <Accordion title="The note says the transfer was undone" icon="rotate-left">
    The receiving agent failed before replying, so the original agent answered. The customer got a reply either way.

    **Fix:** test the receiving agent on its own. If it keeps failing, contact support with the conversation.
  </Accordion>

  <Accordion title="It works in the test chat but not with real customers" icon="flask">
    The test chat doesn't check the direction or the client tag audience. A live conversation does.

    **Fix:** check the destination's direction and tag audience against the real conversation.
  </Accordion>

  <Accordion title="The customer never goes back to the first agent" icon="arrow-rotate-left">
    There's no automatic return.

    **Fix:** attach the same transfer tool, listing both agents, to both agents.
  </Accordion>
</AccordionGroup>

<Note>
  A WhatsApp notice to a person after a human handoff didn't arrive? See [Human handoff notices troubleshooting](/en/handoff-notices/troubleshooting).
</Note>

## Still stuck

<Card title="Contact support" icon="life-ring" href="mailto:support@dialtu.com">
  Include the agent's name, the conversation, and the exact note you see on it.
</Card>


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