# Support Help **URL:** https://community.retellai.com/c/support-help/6.md [Latest](https://community.retellai.com/latest.md) · [Categories](https://community.retellai.com/categories.md) · [Tags](https://community.retellai.com/tags.md) --- ## [🛠️ Before you post here — try Ask AI first](https://community.retellai.com/t/before-you-post-here-try-ask-ai-first/791)
**Author:** [@OlPol](https://community.retellai.com/u/OlPol)\ **Replies:** 1\ **Last updated:** [April 6, 2026, 4:00pm UTC](https://community.retellai.com/t/before-you-post-here-try-ask-ai-first/791 "2026-04-06T16:00:52Z")
Most questions get answered faster in :robot: Ask AI. Click the chat bubble in the bottom right corner of any page to open it. It knows the docs, the platform, and common setup issues. Just ask: → “How do I set up c… --- ## [Webhook with dynamic variable not getting value](https://community.retellai.com/t/webhook-with-dynamic-variable-not-getting-value/3770)
**Author:** [@sdelinois](https://community.retellai.com/u/sdelinois)\ **Replies:** 5\ **Last updated:** [October 23, 2026, 9:46pm UTC](https://community.retellai.com/t/webhook-with-dynamic-variable-not-getting-value/3770 "2026-10-23T21:46:02Z")
webhook-overview documentation says says Webhook URLs support dynamic variables. For example, setting webhook\_url to webhook?customer={{customer\_name}} resolves the {{customer\_name}} placeholder per call before the eve… --- ## [Best LLM, Voice model, and Version?](https://community.retellai.com/t/best-llm-voice-model-and-version/3768)
**Author:** [@marcus](https://community.retellai.com/u/marcus)\ **Replies:** 2\ **Last updated:** [October 22, 2026, 2:12pm UTC](https://community.retellai.com/t/best-llm-voice-model-and-version/3768 "2026-10-22T14:12:20Z")
hello! im wondering what’s the best LLM model (gpt 4.1 vs 5.6 terra for example) and Voice provider (elevenlabs vs cartesia for example) and voice provider version (elevenlabs v3 vs v4 for example) possible? I want the a… --- ## [Agent doesn't speak after pressing digit until customer speaks first](https://community.retellai.com/t/agent-doesnt-speak-after-pressing-digit-until-customer-speaks-first/2087)
**Author:** [@anasrallah](https://community.retellai.com/u/anasrallah)\ **Replies:** 22\ **Last updated:** [October 21, 2026, 10:29pm UTC](https://community.retellai.com/t/agent-doesnt-speak-after-pressing-digit-until-customer-speaks-first/2087 "2026-10-21T22:29:02Z")
Hi, my agent is set up to press 1 to accept forwarded numbers. After it presses 1 to accept, the agent is silent until the customer speaks first, then it starts the welcome message. When the agent is getting calls direct… --- ## [Warm transfer to a PBX call group: Is an internal handoff between groups considered a successful transfer](https://community.retellai.com/t/warm-transfer-to-a-pbx-call-group-is-an-internal-handoff-between-groups-considered-a-successful-transfer/3767)
**Author:** [@hussain](https://community.retellai.com/u/hussain)\ **Replies:** 2\ **Last updated:** [October 21, 2026, 8:20pm UTC](https://community.retellai.com/t/warm-transfer-to-a-pbx-call-group-is-an-internal-handoff-between-groups-considered-a-successful-transfer/3767 "2026-10-21T20:20:44Z")
Hi Retell team, Wanted to confirm how a warm transfer works. Suppose we set the Transfer Ring Duration to 60 seconds. Suppose the destination is a call group on a clients phone system ending in 1000. The setup: Call … --- ## [How to fix this? - SMS A2P 10DLC Campaign application](https://community.retellai.com/t/how-to-fix-this-sms-a2p-10dlc-campaign-application/3764)
**Author:** [@pragmaticbusiness](https://community.retellai.com/u/pragmaticbusiness)\ **Replies:** 1\ **Last updated:** [October 21, 2026, 5:07pm UTC](https://community.retellai.com/t/how-to-fix-this-sms-a2p-10dlc-campaign-application/3764 "2026-10-21T17:07:51Z")
We regret to inform you that your SMS A2P 10DLC Campaign application for phone number +1385481XXX has been rejected. The reason for rejection is: The campaign submission has been reviewed and rejected because the multipl… --- ## [Book\_Appointment tool calls fired in a single LLM turn after streaming timeout — resulted in multiple appointments booked for one requested slot](https://community.retellai.com/t/book-appointment-tool-calls-fired-in-a-single-llm-turn-after-streaming-timeout-resulted-in-multiple-appointments-booked-for-one-requested-slot/3301)
**Author:** [@duncan](https://community.retellai.com/u/duncan)\ **Replies:** 8\ **Last updated:** [October 20, 2026, 11:57am UTC](https://community.retellai.com/t/book-appointment-tool-calls-fired-in-a-single-llm-turn-after-streaming-timeout-resulted-in-multiple-appointments-booked-for-one-requested-slot/3301 "2026-10-20T11:57:17Z")
Problem statement: During call call\_024282eaff4c300c039044b7558 (agent agent\_2d8a4d22ab7c526d11a0242831, version 34), the caller requested and confirmed a single appointment slot. Immediately following a logged streaming… --- ## [Looking for an API](https://community.retellai.com/t/looking-for-an-api/3760)
**Author:** [@llmzenterprise](https://community.retellai.com/u/llmzenterprise)\ **Replies:** 1\ **Last updated:** [October 19, 2026, 7:20pm UTC](https://community.retellai.com/t/looking-for-an-api/3760 "2026-10-19T19:20:13Z")
I’m looking for an API to connect to my agents. --- ## [Transfer My number From One Workspace To Another](https://community.retellai.com/t/transfer-my-number-from-one-workspace-to-another/3759)
**Author:** [@david5](https://community.retellai.com/u/david5)\ **Replies:** 1\ **Last updated:** [October 19, 2026, 3:44pm UTC](https://community.retellai.com/t/transfer-my-number-from-one-workspace-to-another/3759 "2026-10-19T15:44:35Z")
Hey, I need to transfer my Retell phone numbers from one workspace to another. Could you please help me with this? It’s quite urgent. Thank you! --- ## [Account Holding Issue](https://community.retellai.com/t/account-holding-issue/3757)
**Author:** [@golfstyles](https://community.retellai.com/u/golfstyles)\ **Replies:** 7\ **Last updated:** [October 19, 2026, 3:25pm UTC](https://community.retellai.com/t/account-holding-issue/3757 "2026-10-19T15:25:18Z")
Hi Retell Support, My entire workspace is still on hold, and I’m not sure why. Your team asked me to reply to the email, which I did within 24 hours, but my account is still on hold. My campaign was live, and this issu… --- ## [A different male voice speaks during calls](https://community.retellai.com/t/a-different-male-voice-speaks-during-calls/3756)
**Author:** [@lautaroifran.me](https://community.retellai.com/u/lautaroifran.me)\ **Replies:** 2\ **Last updated:** [October 19, 2026, 2:03pm UTC](https://community.retellai.com/t/a-different-male-voice-speaks-during-calls/3756 "2026-10-19T14:03:04Z")
Hi Retell team, Our conversation flow agent (agent\_11f99d07f9d742e795fd8bc958) uses the voice “11labs-Gaby” with the “eleven\_flash\_v2\_5 model”, in English (US) and Spanish (Latin America). The fallback voice setting is … --- ## [Georgian language (ka-GE) support](https://community.retellai.com/t/georgian-language-ka-ge-support/3755)
**Author:** [@kokanjo](https://community.retellai.com/u/kokanjo)\ **Replies:** 2\ **Last updated:** [October 19, 2026, 1:47pm UTC](https://community.retellai.com/t/georgian-language-ka-ge-support/3755 "2026-10-19T13:47:33Z")
Hello Retell AI Team, My name is Nikoloz Kandelaki, and I’m based in Tbilisi, Georgia. I’m building AI phone receptionists for small local businesses (salons, clinics, plumbers, car services) on Retell, but Georgian (ka… --- ## [Why is the Billing cost per minute higher?](https://community.retellai.com/t/why-is-the-billing-cost-per-minute-higher/1735)
**Author:** [@aamran](https://community.retellai.com/u/aamran)\ **Replies:** 10\ **Last updated:** [October 19, 2026, 1:33pm UTC](https://community.retellai.com/t/why-is-the-billing-cost-per-minute-higher/1735 "2026-10-19T13:33:38Z")
I’d like to confirm the billing cost for these calls, I’m using one specific model for one or two nodes, while the rest of the conversation flow is set to the default model. However, the default model isn’t showing up i… --- ## [Numbers saying already in the account but can't see them](https://community.retellai.com/t/numbers-saying-already-in-the-account-but-cant-see-them/3754)
**Author:** [@kruss6867](https://community.retellai.com/u/kruss6867)\ **Replies:** 1\ **Last updated:** [October 16, 2026, 12:33pm UTC](https://community.retellai.com/t/numbers-saying-already-in-the-account-but-cant-see-them/3754 "2026-10-16T12:33:21Z")
Hi Team, We run a saas where we purchase numbers for our clients and they are automatically imported into retell. We had a problem last week where about 15 were imported but two of them have gone missing. It seems they… --- ## [Outbound Transport Changing](https://community.retellai.com/t/outbound-transport-changing/3734)
**Author:** [@explitho](https://community.retellai.com/u/explitho)\ **Replies:** 11\ **Last updated:** [October 15, 2026, 4:03pm UTC](https://community.retellai.com/t/outbound-transport-changing/3734 "2026-10-15T16:03:41Z")
Hi, I am facing an issue with outbound transport setting. I set it to UDP but when I reopen the settings it always defaults back to TCP. On the termination URL there is nothing that is stating “termination=tcp”, it is j… --- ## [Running LLMs without reasoning](https://community.retellai.com/t/running-llms-without-reasoning/3751)
**Author:** [@plamen](https://community.retellai.com/u/plamen)\ **Replies:** 1\ **Last updated:** [October 15, 2026, 3:02pm UTC](https://community.retellai.com/t/running-llms-without-reasoning/3751 "2026-10-15T15:02:02Z")
Hi Retell team, Is it possible to run some of the latest LLMs without any reasoning? For example, I see that Retell recommends GPT-5.6 Terra, GPT 5.5 and GPT 5.4 but there seems to be some reasoning going on. Can you cl… --- ## [Retell-Hubspot integration - phone number format error](https://community.retellai.com/t/retell-hubspot-integration-phone-number-format-error/3745)
**Author:** [@omri](https://community.retellai.com/u/omri)\ **Replies:** 3\ **Last updated:** [October 15, 2026, 1:21am UTC](https://community.retellai.com/t/retell-hubspot-integration-phone-number-format-error/3745 "2026-10-15T01:21:10Z")
Hi, after using the Retell-HubSpot integration for a while successfully, calling HubSpot contacts via HubSpot workflows through Retell, it suddenly started erroring with the following error message: “400 The number provi… --- ## [Web Calls not connecting - Error\_user\_not\_joined](https://community.retellai.com/t/web-calls-not-connecting-error-user-not-joined/3749)
**Author:** [@skhandor](https://community.retellai.com/u/skhandor)\ **Replies:** 2\ **Last updated:** [October 14, 2026, 1:05am UTC](https://community.retellai.com/t/web-calls-not-connecting-error-user-not-joined/3749 "2026-10-14T01:05:59Z")
Web calls used to work with no issues all of a sudden all are failing with this issue: Error\_user\_not\_joined See this call id: call\_3ba7ae9b810256cbdb94e5c9a91 --- ## [Title: Intermittent Cold Transfer Failures – "Transfer call cannot be completed, probably don't have the permission"](https://community.retellai.com/t/title-intermittent-cold-transfer-failures-transfer-call-cannot-be-completed-probably-dont-have-the-permission/3748)
**Author:** [@usama](https://community.retellai.com/u/usama)\ **Replies:** 6\ **Last updated:** [October 13, 2026, 10:01am UTC](https://community.retellai.com/t/title-intermittent-cold-transfer-failures-transfer-call-cannot-be-completed-probably-dont-have-the-permission/3748 "2026-10-13T10:01:20Z")
Hi Retell Team, We’re experiencing intermittent cold transfer failures with a Retell-purchased phone number. We’re currently using SIP REFER for cold transfers. Most transfers work successfully, but occasionally a tran… --- ## [Degraded Performance, Server-Side Errors, and Perpetually Ongoing Calls](https://community.retellai.com/t/degraded-performance-server-side-errors-and-perpetually-ongoing-calls/3662)
**Author:** [@adam](https://community.retellai.com/u/adam)\ **Replies:** 13\ **Last updated:** [October 12, 2026, 7:31pm UTC](https://community.retellai.com/t/degraded-performance-server-side-errors-and-perpetually-ongoing-calls/3662 "2026-10-12T19:31:06Z")
I spend $10k a month on Retell, and I am this close to switching. Over the past month, the reliability and quality of the product has visibly degraded. Today, at least 5 separate calls were terminated for Retell server-s… --- ## [Garbled/"rebooting" agent audio on beginning of live inbound calls, in runs](https://community.retellai.com/t/garbled-rebooting-agent-audio-on-beginning-of-live-inbound-calls-in-runs/3732)
**Author:** [@skevin0403](https://community.retellai.com/u/skevin0403)\ **Replies:** 3\ **Last updated:** [October 12, 2026, 7:30pm UTC](https://community.retellai.com/t/garbled-rebooting-agent-audio-on-beginning-of-live-inbound-calls-in-runs/3732 "2026-10-12T19:30:21Z")
I have two agents on Retell-provisioned numbers (both Provider: Twilio). On some inbound calls, the agent’s speech comes through as warbly, “rebooting” noise for the first several seconds — occasionally the whole call. T… --- ## [No encuentro la api keys](https://community.retellai.com/t/no-encuentro-la-api-keys/527)
**Author:** [@Miguel\_Angel\_Nunez\_R](https://community.retellai.com/u/Miguel_Angel_Nunez_R)\ **Replies:** 4\ **Last updated:** [October 12, 2026, 4:05pm UTC](https://community.retellai.com/t/no-encuentro-la-api-keys/527 "2026-10-12T16:05:44Z")
No encuentro la sección de API Keys en mi dashboard. ¿Pueden decirme si mi cuenta/rol tiene acceso y cómo llegar a esa página? --- ## [Deprecated agent list endpoint — need help identifying integration](https://community.retellai.com/t/deprecated-agent-list-endpoint-need-help-identifying-integration/3724)
**Author:** [@mlostudyqueenofficia](https://community.retellai.com/u/mlostudyqueenofficia)\ **Replies:** 6\ **Last updated:** [October 12, 2026, 2:47pm UTC](https://community.retellai.com/t/deprecated-agent-list-endpoint-need-help-identifying-integration/3724 "2026-10-12T14:47:55Z")
Hi, I received an email saying my workspace used the deprecated legacy agent list endpoint on Sep 30, 2026 at 3:41 PM UTC. I use Make.com with Retell and I’m trying to confirm whether that integration is responsible. Can… --- ## [Subject: Panama (+507) — Inbound-Only SIP Trunking and KYC Verification](https://community.retellai.com/t/subject-panama-507-inbound-only-sip-trunking-and-kyc-verification/3743)
**Author:** [@appsinfinity777](https://community.retellai.com/u/appsinfinity777)\ **Replies:** 1\ **Last updated:** [October 10, 2026, 1:08pm UTC](https://community.retellai.com/t/subject-panama-507-inbound-only-sip-trunking-and-kyc-verification/3743 "2026-10-10T13:08:26Z")
Hello Retell AI Support Team, We represent Infinity Apps S.A., a legally registered company in Panama. We are developing Clinic OS / IRIS, an AI-powered virtual receptionist for medical clinics. Our AI agent will only… --- ## [Inbound calls to +15735493984 not connecting — silence, nothing in Call History](https://community.retellai.com/t/inbound-calls-to-15735493984-not-connecting-silence-nothing-in-call-history/3742)
**Author:** [@thnl7717](https://community.retellai.com/u/thnl7717)\ **Replies:** 1\ **Last updated:** [October 10, 2026, 1:01pm UTC](https://community.retellai.com/t/inbound-calls-to-15735493984-not-connecting-silence-nothing-in-call-history/3742 "2026-10-10T13:01:33Z")
Hi, my Retell number +1 (573) 549-3984 suddenly stopped receiving inbound calls today. Caller hears silence (no ringing), call never appears in Call History. Last successful inbound call: Oct 8, 2026 ~8:10 PM EDT (3m32… --- ## [Retention policy across published voice-agent versions](https://community.retellai.com/t/retention-policy-across-published-voice-agent-versions/3720)
**Author:** [@juancalfaro22](https://community.retellai.com/u/juancalfaro22)\ **Replies:** 2\ **Last updated:** [October 9, 2026, 9:56pm UTC](https://community.retellai.com/t/retention-policy-across-published-voice-agent-versions/3720 "2026-10-09T21:56:56Z")
We are preparing a 30-day retention policy for two voice agents. All their versions are published. The dashboard shows Everything / Keep forever, while Get Agent omits data\_storage\_retention\_days for every version querie… --- ## [Node transitions and conditions](https://community.retellai.com/t/node-transitions-and-conditions/3690)
**Author:** [@ultranon19](https://community.retellai.com/u/ultranon19)\ **Replies:** 4\ **Last updated:** [October 9, 2026, 4:28pm UTC](https://community.retellai.com/t/node-transitions-and-conditions/3690 "2026-10-09T16:28:57Z")
Two questions about conversation-flow transitions, for predicting and testing routing: Are prompt transition conditions evaluated in a separate LLM call after the user speaks, or in the same request that generates t… --- ## [Pronounciation Issues, 11 labs v4 voice](https://community.retellai.com/t/pronounciation-issues-11-labs-v4-voice/3738)
**Author:** [@michael1](https://community.retellai.com/u/michael1)\ **Replies:** 11\ **Last updated:** [October 9, 2026, 1:43pm UTC](https://community.retellai.com/t/pronounciation-issues-11-labs-v4-voice/3738 "2026-10-09T13:43:16Z")
Having issues getting my agent to pronounce a name correctly. The spelling is Kreithen, but the pronunciation is “Cray-then”. The IPA pronunciation section in speach settings is disabled for this voice so not sure how to… --- ## [Dashboard webhook Test hangs and sends no request](https://community.retellai.com/t/dashboard-webhook-test-hangs-and-sends-no-request/3717)
**Author:** [@woof](https://community.retellai.com/u/woof)\ **Replies:** 6\ **Last updated:** [October 9, 2026, 1:41pm UTC](https://community.retellai.com/t/dashboard-webhook-test-hangs-and-sends-no-request/3717 "2026-10-09T13:41:32Z")
Hi Retell team, The Test control on Settings → Webhooks does not complete and does not send a request to our public HTTPS endpoint. Workspace: org\_eUnHFSC8HpoVIz4j For the final controlled reproduction, we: Designat… --- ## [Switchvox → Retell → Switchvox](https://community.retellai.com/t/switchvox-retell-switchvox/3739)
**Author:** [@Clay](https://community.retellai.com/u/Clay)\ **Replies:** 1\ **Last updated:** [October 8, 2026, 8:14pm UTC](https://community.retellai.com/t/switchvox-retell-switchvox/3739 "2026-10-08T20:14:22Z")
I know I’m not the first to ask about this but the information I found is very limited. We have a Switchvox Cloud based PBX and I would like to find step by step instructions for connecting bidirectional communication wi… [Next page](https://community.retellai.com/c/support-help/6.md?page=1)