Hi Retell Support,
Our agents randomly stop responding mid-call repeatedly. The conversation is actively progressing, the agent seems to just stop. The caller ends up saying “Hello?” multiple times and the agent doesn’t respond before hanging up.
ORGANIZATION/workspace ID org_mqWi5tj9xck3o8ig
AFFECTED CALLS
| Call ID | Agent ID | Date | Duration |
|---|---|---|---|
call_77f8d9da7c51ff90b0684284688 |
agent_b0dbdcfd58227a498cace9047a |
04/15/2026 | 6m 6s |
call_ea70ca99a8ca0c587e798112754 |
agent_020a3fc3ff172369f62743e2ef |
04/13/2026 | 4m 34s |
call_45dc251d47610e19a8fe5fa7514 |
agent_ddbd734058b8f82a6715bcebd3 |
04/14/2026 | 6m 6s |
ISSUE DESCRIPTION
Across multiple agents and calls, the agent stops producing any audio or text output mid-conversation with no apparent trigger. The pattern is consistent: the agent is actively handling a request (e.g., completing a booking), and then goes silent. The caller says “Hello?” one or more times before hanging up.
Not isolated to a single agent.
REQUEST
Can you all help investigate why the agent stops responding mid-call in these cases? Happy to give more info as needed.