- The workflow run ID from your OpenCX dashboard (run viewer → failed run).
- The caller’s phone number for the failed transfer.
- Whether the call actually shows up in Aircall’s own call history.
Common scenarios
”No recent Aircall call found for phone number …”
: OpenCX couldn’t find the transferred call under the caller’s number. Fix:- Make sure Caller Phone Number is set to
{{trigger.ticket.contact.phone_number}}— the customer’s number, not your Aircall number. - If new calls take a while to appear in Aircall, raise Max Wait (seconds) so OpenCX keeps looking a bit longer.
- Open the call in Aircall’s call history. If the caller shows as anonymous or an unknown number, contact us — that’s something we need to fix on our side.
Action fails with “Aircall rejected the credentials (401/403)”
: a typo in the API ID/token, or the key was revoked. Fix: re-run the ping check from Connect. If it fails, generate a fresh key from the Aircall API Keys page and update the workflow node.The comment fails to post
: the call already has 5 comments — Aircall’s maximum — for example, because the workflow fired more than once for the same transfer. Fix: keep one context-posting workflow per transfer path. If you need multiple pieces of context, combine them into a single comment instead of posting several.”Insight card payload exceeds the 10KB limit”
: one of the card’s fields contains a very large value — typically a full transcript. Fix: put summaries on the card, not transcripts. If the agent needs more detail, add a field with a Link to the OpenCX session and keep the card text short. Long context belongs in the call comment.The card never shows up in the agent’s phone app
: the card was posted after the call ended (e.g. a very short call, or a long Max Wait). Fix: treat the card as best-effort garnish and keep the comment as the durable record. Shorter comment content and a low Max Wait get the card up faster.None of the above
Send your OpenCX contact the failing workflow run ID and the caller phone number (redact the API token from any screenshots). We’ll trace from there.Limits & timing
| Value | |
|---|---|
| Per-request HTTP timeout | 30 seconds for each Aircall API call |
| Call lookup budget | Max Wait (seconds) input, default 30s, max 40s, polling every 3s |
| Search window | Calls created in the last 15 minutes |
| Comments per call | 5 (Aircall limit; comments are immutable) |
| Insight card payload | 10KB max (Aircall limit) |
Related Documentation
Connect
Re-verify the API ID and token.
Post Call Context Action
Inputs, matching rules, and output reference.
Overview
How the transfer + context flow fits together.
AI Phone agent configuration
Transfer destinations on the phone agent.