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Multiple conversation_ended with unknown error
# support
a
We are receiving conversation_ended multiple times at the beginning and in the middle of the conversation, including with an Unknown Error. We’ve had several conversations with this issue, but I’m providing one as an example. The conversation with the same customer was split into multiple "calls" because conversation_ended events were triggered during the interaction. The conversation started, and right after the greeting message, we received conversation_ended, even though the conversation was actually ongoing. Call_id: bcbd5e7b-ac7f-4ea9-85ea-ee99e3731318 Later, we received conversation_ended with an Unknown Error. Call_id: 1ca40abf-43f8-4f08-9b42-3d23bf914467 After that, another conversation_ended event occurred, even though the user hadn’t ended the conversation. Call_id: 0c651450-96fc-48c0-be5a-76bf07909f9b "Full" call with call_id: 9dcdbdb1-e233-449c-b94e-f6a04c114e09
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@august allow me some time to to check the possible reasons for unknown errors.
I looked into all of the call IDs shared by you thoroughly. Even after going through logs for each call, I came to a conclusion that apart from the call with the ended reason 'Unknown error', all of the calls were ended by the customer, and all of the calls are initiated by the customer at different times which you can see from the logs. So, there is no point in us throwing the 
unknown-errors
ended_reason to you. https://cdn.discordapp.com/attachments/1352405663770349708/1353702771752308747/Screenshot_2025-03-24_at_5.07.49_PM.png?ex=67e29d73&is=67e14bf3&hm=4c74fc96358b5ff9cedae9763cb512e5af9503bf1875131db98f309fcec0190b& https://cdn.discordapp.com/attachments/1352405663770349708/1353702772037390447/Screenshot_2025-03-24_at_5.39.48_PM.png?ex=67e29d73&is=67e14bf3&hm=5f52552c2319063f8fb99599104e42a314f92dd1d0d0ea1b763ceaea1ae0acbe&
for the fair consideration, I will suggest you to make two to three test calls and let me know how it goes for you. I am pretty sure you won't observe this unknown error issue again. Which has happened only for a single call.
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@Shubham Bajaj The user didn’t make multiple calls — it was just one single call, which can be confirmed by the timestamps. Also, by listening to the full recording 
9dcdbdb1-e233-449c-b94e-f6a04c114e09
, it’s clear that the user didn’t hang up, yet during the call we received multiple conversation_ended events, and at the end, another conversation_ended with unknown_error. And I can assure you this is absolutely not an isolated case — I can point to at least couple such calls.
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@august I listened to the call recording and have also looked into the logs which we store at our end. Because we keep call logs for two weeks only I couldn't look into why the call was marked as customer ended the call. But regarding receiving multiple conversation ended events and other those such I'm DMing you a CSV file which contains all of the logs which we have stored regarding your call and all of the webhooks which we have sent to your server URL. So you can also check okay we didn't send it status updates event multiple times which I guess you are talking about conversation ended events. So yeah. And also all of the events or server messages which we sent to you depends upon your assistant config the server messages selected. So by default we don't set any extra or unnecessary server messages which are not selected or subscribed to. https://cdn.discordapp.com/attachments/1352405663770349708/1354939953246765187/Screenshot_2025-03-28_at_3.31.09_AM.png?ex=67e71daa&is=67e5cc2a&hm=98664fb0502a7bdd59691382334fcc6d952dc8604abf1e3929a725e5825cf5a1&
@august apologies for delaying my response. Yes, I really want to help you with this. If you have another call ID with the same issue you are referring to, please share them. I will do a thorough review. Your ticket is still open, not closed.
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@Shubham Bajaj for example this call 380911dd-1f88-4808-9a8d-c214b3d42394 . we also got conversation_ended during conversation.
First of all, thanks for the response. As for your explanation, it makes sense why the main call was marked as “customer ended the conversation” — the customer really did end it because they didn’t get a reply. And they didn’t get a reply because the conversation_ended event was triggered. The info you sent relates to the main conversation with a single call_id, but as I mentioned earlier, for some reason the call was split into multiple parts. I’ve shared all of their call_ids above. But again, in reality, it was one, single call. The issue isn’t that the event was sent — it’s that it was sent couple, wrong times 🙂
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