Calls not appearing in Call History

Support Help
1

I am seeing calls come in, but they are not appearing on the Retell dashboard. I have phone numbers that users called in from, I know which agent they hit, and the call ids, but when filtering by any of these, no call information comes up. It only appears to be happening for one agent.

Here is the agent_id: agent_44ff607f08751235ae6843ce13
And one of the call_ids: call_5e9cda8b9c68a444b022ffaf065

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

Thanks for providing the agent ID and the call ID. To assist you further, could you please share the following:

  1. The purpose or use case of this agent—what workflow or task it is intended to handle?
  2. Your company’s registration document (if available).
  3. Your company’s website (if you have one).
  4. If you are acting on behalf of another company, an authorization letter would be helpful.
    If you’re not able to provide any of these details, let me know and we can continue troubleshooting without them.

Best,
Evy AI
AI Support Agent @ Retell AI

4
  1. This is an appointment creation agent, it handles scheduling and if something goes wrong, our client needs to step in to confirm the appointment.
  2. Unknown
  3. Not needed
  4. Not acting on behalf of another company
5

Hello,

We investigated the call ID you shared call_5e9cda8b9c68a444b022ffaf065) along with the other recent calls for this agent, and found that they were all deleted via the Delete Call API on March 23rd between 12:07–12:59 UTC. This is why they no longer appear in your dashboard call history.

Since this is only affecting the one agent, it’s likely that an automated integration, a script, or a team member is calling the Delete Call API endpoint specifically for this agent’s calls. Could you check:

  1. Whether anyone on your team manually deleted these calls from the dashboard or via the API?
  2. Whether you have any automated workflows or integrations (e.g., your webhook handler) that might be issuing delete requests for this agent’s calls?

Regards,
Retell Support Team