Fallback Voices are running instead of Cartesia voices, it happened before as well.
The prompts are optimized according to Cartesia.
This creates an issue.
Hi @aamran
We have noticed that there was an error with Cartesia today.
If this issue is still occurring consistently, could you please send us the affected Call IDs? That will help us investigate the issue more efficiently.
Best Regards.
Still happening even right now.
ID :
call_ac08c7260add0b0eefb28c8ef3d
call_2a64e592044bc9a172161bb500f
Hey @aamran
I have escalated your request to the team. As soon as I receive an update, I’ll let you know.
Best Regards.
Any update on this, why it happened ?
Hello @aamran
Both calls had the Cartesia voice Jessica -
Clear Communicator (custom_voice_eeb199df035aa27d97ca0a2774)
correctly configured on agent agent_6d1a2a7596f4cf3672542f96a0.
The voice setting was not changed or lost on your side.
At the start of both calls on August 1 at approximately 13:13 UTC, the TTS layer detected that Cartesia was unhealthy and automatically switched to a fallback provider (MiniMax) for those sessions.
This was not limited to your workspace. The same Cartesia fallback pattern appeared across many organizations in the same window.
which indicates an upstream degradation on the provider side rather than an issue with your configuration. No change is required on your end.
Your agent resumes using Cartesia automatically once the provider is healthy again. If you want more control over what is used during a future Cartesia outage.
you can configure your own fallback voices on the agent.
Each fallback must use a different TTS provider than the original voice, so you can select one that renders your Cartesia-tuned prompts closer to the output you expect.
Setup details are here: Setup TTS fallback - Retell AI .
Best Regards.
The issue is that other TTS systems cannot use the same prompt, as prompts are tailored to specific problems.
Different TTS provide different tags for many functionalities.
An alternative approach must exist. Retell provides a configuration where, upon reaching 20 concurrent calls, incoming calls can be automatically redirected to a fallback number.
Therefore, a fallback number must be available to transfer the call to a live agent if TTS is down.