Hi team, our outbound batch calls are not dialing at all, despite showing status “Sent” in the dashboard.
Workspace ID: org_ia3GOqmnewsH0BSD
What we’ve seen:
- Batch “Duplicate -” (1062 recipients, submitted Jul 27): status “Sent”, but Sent/Picked Up/Successful all 0, no call logs generated.
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- Batch “NUMBER -1000” (1000 recipients, Jul 26): stalled at 38 sent (5 picked up, 22 errored: 2 Invalid Destination, 20 Dial No Answer), remaining 962 never attempted.
- To rule out account/data issues, we tested a brand-new, minimal batch today:
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- Fresh 5-recipient CSV, valid E.164 numbers, never used in a prior batch.
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- Created via “Create a batch call” (not a duplicate), Send Now, 24/7 window.
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- Enabled “Opt in Stable Server” beforehand to rule out a main-cluster regression.
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- Result: identical symptom. Status went Ongoing → Sent, 0/0/0, no call logs.
- We’ve also ruled out:
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- Funds (balance $101.77, auto-recharge on)
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- Concurrency (limit 20, 17 allocated to batch calling, none reserved for inbound)
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- CSV formatting (validated all recipient files programmatically - correct headers, 100% valid E.164 phone numbers, no dupes)
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- Webhook/CRM integration (tested independently - webhook fires and writes to our Google Sheet correctly, confirming calls simply aren’t being dialed)
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- Agent publish state (House Agent is on V5, fully published, Publish button disabled)
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- Account restrictions (no compliance/banner visible on dashboard)
- Given this reproduces on a brand new batch with Stable Server enabled, this looks like a backend batch-dialing bug rather than anything account or data specific. Already submitted the outage report form and emailed support@retellai.com with the same details. Would appreciate a look - happy to share batch IDs or any other diagnostics.
- Thanks!
