Agent voice not matching saved selection

Support Help
1

Hi Retell team,

I’m having an issue where a voice change I made in the dashboard isn’t reflecting on live calls.

Here’s what I’ve tried:

  • Changed the voice to Cartesia (Brynne) in agent settings and saved
  • Hard refreshed the dashboard
  • Confirmed I’m editing the correct agent
  • Waited several minutes and retested
  • Toggled to a different voice and back, then saved again
  • Attempted to force the update via API but getting ‘Cannot PATCH’ errors on the /v2/agent/{agent_id} endpoint

The calls still use the old voice. Can you help me identify the correct API endpoint to force the update, or advise on why the dashboard change isn’t propagating?

Agent ID: agent_cee5bec73cf01d731c32c40e9a

Thanks!

2

Hey @sambecker

Could you please share a bit more detail such as a few call IDs so we can investigate the issue more effectively? Thank you!

3

Here are a handful of call IDs for your reference:

call_1bcf3fb9289142778910af2efa7

call_531e5678047408070821606db01

call_9f2b75909271485778ae5f7efc8

call_13984bcdeb928c0d7d07ae92d70

4

Hey @sambecker

Thanks for the Call Ids. I’ll forward this to our team for further investigation.

We’ll keep you updated as soon as we have more information.

Best regards

5

Hey @sambecker

Thanks for all the detail — that’s very helpful.

Team checked the 4 call IDs you shared, and they all use Cartesia Brynne (Sonic‑3) with healthy TTS and the agent config correctly set to cartesia-Brynne. Both the old and new voices sound very similar. If you still think the voice is not updating, try selecting a distinctly different voice, such as a male voice, and let me know if it still uses the old voice.

If new calls still sound incorrect, please share specific call IDs.

Thank You