API integration with Retell AI was previously functioning correctly, but it has recently stopped working. At this time, we are not seeing any activity, logs, or relevant information within the Retell AI portal that would indicate what may be causing the issue.
Could you please review this and provide insight into what might be causing the disruption? If there are any configuration issues, errors, or recent changes affecting these IDs, we would appreciate your guidance.
Thank you in advance for your assistance. We look forward to your response.
Based on the available documentation, here are several troubleshooting steps for API integration issues with Retell AI:
Webhook Configuration Issues
If your webhooks have stopped working, verify the following:
Check Webhook URL Configuration: Ensure your webhook URL is correctly saved in Settings → Webhooks for account-level webhooks, or in the agent configuration for agent-level webhooks(1). A known issue involves webhook URLs not updating properly - the system may cache old webhook URLs even when new ones are displayed in the dashboard(2).
Verify Agent Version: If you’re using phone numbers with inbound webhooks, ensure the phone number is bound to the correct agent version that has the updated webhook URL(2). After changing the webhook URL, make sure to publish or update your agent configuration(2).
Response Requirements: Retell expects a successful status code (2xx) from your webhook endpoint(1). The webhook has a timeout of 10 seconds(1). If within 10 seconds no success status is received, the webhook will be retried, up to 3 times(1).
Check Detailed Logs: Review your Detail Logs for webhook failures. Common issues include 401 “Unauthorized” errors or timeout errors like “timeout of 10000ms exceeded”(3). If you see timeout errors, your server may not be responding within the 10-second window(3).
API Key Issues
Verify your API keys are valid and active. You can manage API keys in the “API Keys” section under System “Settings”(4). If a key is compromised, delete it immediately and create a new one(4).
Testing Steps
- Test with a new webhook URL to isolate configuration issues(3)
- Make a fresh test call after confirming settings are correct(2)
- Verify your endpoint is responding with a 200 status code within 10 seconds(3)
If the issue persists after verifying these settings, contact Retell support directly with your agent ID and call IDs for further investigation(2).
We are seeing a 403 error code. Can you provide what this code is for?
Based on the available sources, a 403 error in Retell AI typically indicates a telephony_provider_permission_denied error(1). This represents cases where the SIP trunk authentication failed(1).
What Causes a 403 Error
When a call has a disconnection_reason of telephony_provider_permission_denied, this indicates the telephony provider is denying permission for the operation(1). The call detailed log contains the disconnection reason, the SIP error code, and the error message(1). In most cases, this provides enough information to identify the root cause(1).
Troubleshooting Steps
Check Call Detailed Logs: Review the detailed call logs for the specific SIP error code and error message(1). This should provide more context about why the permission was denied.
Verify Phone Number Configuration: If you’re using numbers purchased from Retell, verify that the destination number can accept the call(1). Currently, numbers purchased from Retell can only make calls to US numbers(1).
SIP Configuration for Transfers: For call transfers to work properly with SIP trunking, your configuration must allow SIP REFER and PSTN transfer, with the transferee’s number showing as caller ID(1).
If the configuration doesn’t resolve the issue and you’ve confirmed the destination is valid, you should contact Retell support directly for account-level investigation(1).
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Hello @mcastro8869
Can you share a screenshot of the error you are getting ?