Agents not picking up for inbound calls

Support Help
1

I have inbound calls that return successful webhooks but the calls ends with 0 cost and no conversations by the agent. this has happened to 50+ inbound calls for me. here is one such example

Logs show:
2026-05-03 03:33:27.534 call_733005700c1032b8cefa723fb28 info: Starting call: call_733005700c1032b8cefa723fb28

~30 seconds silence

2026-05-03 03:33:57.541 call_733005700c1032b8cefa723fb28 info: Ending call: call_733005700c1032b8cefa723fb28

callID: call_733005700c1032b8cefa723fb28

2

Hey @darin1

Thank you for the details. I’ve forwarded them to our team for review.

We’ll get back to you as soon as we have an update.

Best regards

3

Hey @darin1 can you send the webhook payload

Thank You

5

Hi @mark1,

2026-05-03 03:33:26.482 call_733005700c1032b8cefa723fb28 info: triggering inbound call_inbound webhook

2026-05-03 03:33:27.285 call_733005700c1032b8cefa723fb28 info: inbound call_inbound webhook response: {
call_inbound: {
override_agent_id: ‘agent_13aae0e48998999d8df4a03e88’,
dynamic_variables: {
appointment_helper: ‘8:30am-6:30pm [Mon]; 8:30am-6:30pm [Tue]; 8:30am-4:30pm [Wed]; 8:30am-6:30pm [Thu]; 8:30am-6:30pm [Fri]. Closed on: May 25, Jun 19 and Jul 3’,
‘bot.first_name’: ‘Anna’,
‘bot.last_name’: ‘Smith’,
‘bot.name’: ‘Anna Smith’,
‘call.phone_number’: ‘+14348383746’,
date_helper: ‘Today (Saturday): May 2, 2026\n’ +
‘Tomorrow (Sunday): May 3, 2026\n’ +
‘Monday: May 4, 2026\n’ +
‘Tuesday: May 5, 2026\n’ +
‘Wednesday: May 6, 2026\n’ +
‘Thursday: May 7, 2026\n’ +
‘Friday: May 8, 2026\n’ +
‘Saturday: May 9, 2026\n’ +
‘Sunday: May 10, 2026\n’ +
‘Next Monday: May 11, 2026\n’ +
‘Next Tuesday: May 12, 2026\n’ +
‘Next Wednesday: May 13, 2026\n’ +
‘Next Thursday: May 14, 2026\n’ +
‘Next Friday: May 15, 2026\n’ +
‘Next Saturday: May 16, 2026\n’ +
‘Next Sunday: May 17, 2026\n’ +
‘Next next Monday: May 18, 2026\n’ +
‘Next next Tuesday: May 19, 2026\n’ +
‘Next next Wednesday: May 20, 2026\n’ +
‘Next next Thursday: May 21, 2026\n’ +
‘Next next Friday: May 22, 2026\n’ +
‘Next next Saturday: May 23, 2026\n’ +
‘Next next Sunday: May 24, 2026\n’ +
‘Note: if a description for a date is not listed above, describe it using the day-of-week, day and month (e.g. “Tuesday, May 26”) to avoid confusion.\n’ +
‘Time: 10:33 PM\n’,
‘extract.is_eligible’: ‘’,
faqs: ‘Are your degrees recognized or accredited?\n’ +
“Yes, Liberty University is accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) to award associate, bachelor’s, master’s, specialist, and doctoral degrees. Additionally, many specific programs hold specialized accreditation, such as the School of Law (ABA), the School of Nursing (CCNE), and the School of Business (ACBSP), ensuring that your degree meets high professional standards.\n” +
‘\n’ +
‘What are the next steps for the application process?\n’ +
“The next steps for the application process at Liberty University generally involve submitting an online application through the university website. After applying, you must submit your official transcripts from previous institutions (high school or college) and any required admission essays. For residential students, an enrollment deposit and ‘Financial Check-In’ are subsequent steps to secure your spot and housing.\n” +
‘\n’ +
‘How long does it take to complete the program at Liberty University?\n’ +
“The time to complete a program depends on the degree level and the student’s pace. A standard bachelor’s degree typically takes 4 years of full-time study (120 credit hours). However, online students often accelerate this timeline by taking courses year-round in 8-week sub-terms. Master’s degrees can typically be completed in 1.5 to 2 years.\n” +
‘\n’ +
‘Do you offer payment plans or installment options at Liberty University?\n’ +
‘Yes, Liberty University offers interest-free monthly payment plans to help spread out the cost of tuition. These plans are available for both residential and online students. A one-time participation fee (typically $50) is charged per semester to enroll in a payment plan, and payments are automatically drafted from a specified account.\n’ +
‘\n’ +
‘How do I apply for loans at Liberty University?\n’ +
“To apply for federal student loans, you must complete the Free Application for Federal Student Aid (FAFSA). Liberty University’s financial aid office will then process your information and offer a financial aid package, which you can accept through your ASIST student portal. Private student loans can also be applied for separately through private lenders.\n” +
‘\n’ +
‘What campuses do you have? Do you offer an online-only program at Liberty University?\n’ +
‘Liberty University has a main residential campus located in Lynchburg, Virginia, spanning over 7,000 acres with state-of-the-art facilities. Additionally, the university operates a massive online program (Liberty University Online) that allows students to complete degrees 100% online from anywhere in the world. Some online programs may offer optional on-campus intensives.\n’ +
‘\n’ +
‘What are my career prospects like after graduating at Liberty University?\n’ +
“Career prospects for Liberty University graduates are supported by the Career Services office, which offers coaching, resume reviews, and networking events. The university focuses on ‘Training Champions for Christ,’ aiming to produce graduates who are not only skilled professionals but also ethical leaders. Alumni have successfully secured positions in major corporations, government agencies, non-profits, and ministry organizations globally. Specific outcomes vary by program.\n” +
‘\n’ +
‘Do you have language requirements?\n’ +
‘Yes, for international applicants whose primary language is not English, Liberty University requires proof of English proficiency. Accepted tests and minimum scores typically include TOEFL iBT (61), IELTS (6.0), Duolingo English Test (90 for undergraduate, higher for graduate), or PTE. Waivers may be available if you have completed previous education in an English-speaking country.\n’ +
‘\n’ +
‘What disability support or accommodations do you have?\n’ +
‘Liberty University provides support through the Office of Disability Accommodation Support (ODAS). ODAS coordinates reasonable accommodations for students with documented disabilities, such as extended testing time, note-taking assistance, and accessible housing for residential students. Students must register with ODAS and provide medical documentation to receive services.\n’ +
‘\n’ +
‘What are your entry requirements?\n’ +
“Entry requirements vary by program. For undergraduate admission, Liberty University typically requires a high school diploma or equivalent (GED). While there is no strict minimum GPA for all applicants, the average high school GPA for admitted students is often around 3.15 to 3.5. Liberty is test-optional for admission, meaning SAT or ACT scores are not required but can be submitted for scholarship consideration. Graduate programs have their own specific GPA and bachelor’s degree requirements.\n” +
‘\n’ +
“What is ‘The Liberty Way’ at Liberty University?\n” +
“The Liberty Way is the university’s honor code and code of conduct. It outlines the moral and ethical expectations for students, promoting a lifestyle consistent with biblical principles. It covers guidelines on academic integrity, social behavior, dress code, and prohibits activities such as alcohol consumption and premarital sex for residential students.\n” +
‘\n’ +
“What are ‘intensives’ in Liberty University’s online programs?\n” +
‘Intensives are specialized courses for online students that require a short period of on-campus attendance (usually one week) or virtual synchronous attendance. They provide an opportunity to interact face-to-face with faculty and peers, which is required for certain degree programs like Counseling or Education to build practical skills.\n’ +
‘\n’ +
‘What is the format of online courses at Liberty University?\n’ +
“Most of Liberty University’s online courses are offered in an 8-week format. This accelerated pace allows students to focus on fewer courses at a time and complete more credits per year compared to traditional 16-week semesters. There are eight distinct start dates each year.\n” +
‘\n’ +
‘How do I apply for financial aid at Liberty University?\n’ +
“To apply for financial aid at Liberty University, you should first complete the Free Application for Federal Student Aid (FAFSA) using Liberty’s school code (020530). After submission, you should monitor your Liberty email and ASIST student account for any requests for additional verification documents. Once awarded, you must complete ‘Financial Check-In’ to confirm your aid and payment arrangements.\n” +
‘\n’ +
‘Does Liberty University offer special tuition rates for military students?\n’ +
‘Liberty University offers significant military benefits, including a specialized tuition rate for eligible service members, veterans, and military spouses (often $250 per credit hour for undergraduate and $275 for graduate courses). They also offer textbook vouchers for eligible undergraduate courses and evaluation of military training for college credit.\n’ +
‘\n’ +
‘What is the Experience Plus program at Liberty University?\n’ +
‘Experience Plus is a program that allows you to earn college credit for your life and professional experience. By submitting a portfolio documenting your work history, training, and specialized skills, you can potentially earn credits toward your degree, saving both time and money.\n’ +
‘\n’ +
‘What are the application deadlines at Liberty University?\n’ +
‘Liberty University generally operates on a rolling admission basis, meaning you can apply throughout the year. However, for residential undergraduate students, there are priority deadlines; for example, the Early Decision deadline is typically mid-to-late autumn (e.g., November or December) for the following fall. Online programs have multiple start dates throughout the year (often 8 per year), with specific registration deadlines usually a week or two before classes begin.\n’ +
‘\n’ +
‘What is the transfer credit policy at Liberty University?\n’ +
‘Yes, Liberty University is extremely transfer-friendly. Undergraduate students can transfer up to 75% of their degree requirements (up to 90 credit hours) from previous accredited institutions. Graduate students can typically transfer up to 50% of their credit hours, depending on the specific program.\n’ +
‘\n’ +
‘Why should I study here?\n’ +
“You should study at Liberty University if you are looking for a world-class education taught from a Christian perspective. The university offers a vibrant campus life with Division I sports, extensive recreational facilities like the Snowflex Centre, and a supportive community dedicated to ‘Training Champions for Christ.’ Additionally, its flexible and affordable online programs make it an excellent choice for working adults.\n” +
‘\n’ +
‘Are there mandatory Bible classes for students at Liberty University?\n’ +
“Yes, Liberty University requires undergraduate students to complete General Education courses that include biblical studies. Courses such as ‘Evangelism and Christian Life’ and survey courses of the Old and New Testaments are standard requirements to ensure all students receive a foundational Christian education.\n” +
‘\n’ +
‘What is the CSER requirement at Liberty University?\n’ +
‘CSER (Christian/Community Service) is a graduation requirement for residential undergraduate students. Students must complete a set number of service hours each semester, volunteering with local churches, non-profits, or campus organizations to foster a spirit of service and community engagement.\n’ +
‘\n’ +
“What is ‘Financial Check-In’ at Liberty University?\n” +
‘Financial Check-In (FCI) is a mandatory online process that all students must complete before the start of each semester. During FCI, you confirm your schedule, select housing (if applicable), apply financial aid, choose a payment plan, and pay your balance. You are not officially enrolled until FCI is complete.\n’ +
‘\n’ +
‘Can I combine my studies with a full-time job? Do you have an option to study part-time? Liberty University\n’ +
'Yes, you can combine studies with a full-time job, particularly through Liberty University Online. The online programs are designed with flexibility in mind, offering 8-week course formats and no set login times for most classes, allowing you to complete coursework around your schedule. Part-time study options are available for both residential and online students, though financial aid eligibility may vary based on enrollment status (e.g., full-time vs. '… 1865 more characters,
‘lead.ReasonLost’: ‘’,
‘lead.email’: ‘<redacted_pii>@gmail.com’,
‘lead.first_name’: ‘<redacted_pii>’,
‘lead.grouping_low’: ‘MS National Security’,
‘lead.is_eligible’: ‘false’,
‘lead.last_name’: ‘<redacted_pii>’,
‘lead.phone’: ‘+12146322719’,
‘lead.ridm’: ‘24666232’,
time_zone: ‘America/Chicago’,
token: ‘’
},
metadata: {
external_id: ‘e301599a-bdba-4d3d-8096-399a7c747776’,
external_type: ‘retell_direct’
}
}
}

2026-05-03 03:33:27.534 call_733005700c1032b8cefa723fb28 info: Starting call: call_733005700c1032b8cefa723fb28

2026-05-03 03:33:57.541 call_733005700c1032b8cefa723fb28 info: Ending call: call_733005700c1032b8cefa723fb28

2026-05-03 03:33:57.848 call_733005700c1032b8cefa723fb28 info: Webhook triggered for call_ended

2026-05-03 03:33:57.848 call_733005700c1032b8cefa723fb28 info: Webhook triggered for call_analyzed

2026-05-03 03:33:58.447 call_733005700c1032b8cefa723fb28 info: Webhook response received for call_analyzed

2026-05-03 03:33:58.485 call_733005700c1032b8cefa723fb28 info: Webhook response received for call_ended

6

Hello @darin1
I need the webhook payload where you saw the cost is 0.

Or just share a screenshot of the cost being 0.

What you provided are the details logs not the webhook payload.

7

Hi @Omar_Ashraf ,

CleanShot 2026-05-06 at 01.44.45@2x
CleanShot 2026-05-06 at 01.44.45@2x2380×206 21.7 KB