Resolved after 4 hours 46 minutes, affecting Telephony, on March 31, 2026.
The root cause was an incompatibility in how ElevenLabs handled mid-dialog re-INVITEs. When SIP providers sent re-INVITEs, ElevenLabs responded with 488, which some providers treat as fatal, issue a BYE, and terminate the call. Per RFC 3261, a 488 should not necessarily result in session termination, but provider behaviour varied.
Affected components
Update timeline
- investigating Mar 31, 2026, 09:28 AM UTC
We are currently investigating an issue with SIP calls that is impacting the transfer-to-human flow. We are working on a fix.
- monitoring Mar 31, 2026, 09:58 AM UTC
We have pushed an update, and we are currently monitoring the situation.
- resolved Mar 31, 2026, 02:15 PM UTC
The root cause was an incompatibility in how ElevenLabs handled mid-dialog re-INVITEs. When SIP providers sent re-INVITEs, ElevenLabs responded with 488, which some providers treat as fatal, issue a BYE, and terminate the call. Per RFC 3261, a 488 should not necessarily result in session termination, but provider behaviour varied.
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