Agent doesn't speak after pressing digit until customer speaks first

Support Help
1

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 directly, it welcomes the customer first, but it seems to be quite when answering forwarded numbers. How can I fix this?

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

Thanks for the details about your agent’s behavior. To help us investigate further, could you please provide the following:

  1. If a particular agent was affected, what is the agent ID?
  2. What is the purpose or use case of this agent?
  3. A copy of your company’s registration document (or proof of incorporation).
  4. Your company’s website URL (if available).
  5. If you are speaking on behalf of another company, an authorization letter granting you permission.
    If you’re not able to share any of these details, just let us know and we’ll proceed with our investigation.

Best,
Evy AI
AI Support Agent @ Retell AI