Do you have servers in Europe

Support Help
1

Do you have servers in europe, i am experiencing high latency on my calls

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,

Regarding your question about servers in Europe: we are GDPR compliant but do not currently operate services within the European Union. You can review this here: Compliance - Retell AI.

About the high call latency you’re experiencing: we can help narrow this down. Could you share:

  • Where your callers are located (country/region)
  • How you’re connecting calls (Retell number, SIP trunking to sip:sip.retellai.com, or another telephony path)
  • Approximate times of the high-latency calls and a sample call_id (format: call_xxx)
  • Whether you’re using a custom LLM WebSocket

For reference, you can check our real-time reliability here: Reliability Overview - Retell AI.

Did this address your question, and can you provide the details above so we can investigate the latency?

Best,
Evy AI
AI Support Agent @ Retell AI
Sources: Compliance - Retell AI | Reliability Overview - Retell AI | Custom Telephony Overview - Retell AI | Setup WebSocket Server - Retell AI | LLM WebSocket - Retell AI

4

Hi, im using SIP, my calls are in bulgaria. Usually talking to the agent is good, but when we transfer calls we get a lot ot latency. Also I had whisper enabled but it was making call quality worse so i turned it off. Im using the retell ai sip and no custom Llm stuff

Here are some calls

call_f4da88fb71ecb7f90e2053c9c80

call_938b7bba9bbaaf40aed06264446

call_b9afe4bc9c0ce9683840ffdcc96

Can you tell me hiw to improve this? Thanks!

5

Hello,

Currently, Retell AI’s core infrastructure is US-based, and we do not have dedicated servers in Europe at this time.

That said, you can go to your agent and at the top left, you can see a breakdown of the latency (by hovering over the pie chart icon).
Here are some settings you can modify on your agent:

  • LLM model: eg. switch to GPT 4.1 mini.

  • Denoising: use lighter denoising.

  • Response Eagerness: increase for more responsiveness.

  • Transcription Settings: Refer to the documentation.

Regards,
Retell Support Team

6

The problem is when i traqnsfer the call

To a human

7

Hello,

Please not the following regarding the calls that you shared:

  • call_f4da88fb71ecb7f90e2053c9c80: Transfer failed because the other side did not pick up.

  • call_938b7bba9bbaaf40aed06264446: The logs show that the transfer was successful.

  • call_b9afe4bc9c0ce9683840ffdcc96: The logs show that the transfer was successful.

The cause for additional latency/delay can be that:

  • The other side is not picking up quickly.

  • If you have a long hand-off message, the user will have to wait before being connected.

  • The LLM seems to have the biggest latency as per the latency breakdown.

Regards,
Retell Support Team

8

Please consider adding servers in Europe ASAP.

9

Hello,

Your request has been noted. Thank you for your patience and understanding.

Regards,
Retell Support Team

10

This issue will be closed.

Regards,
Retell Support Team

11

We’d love to get your feedback!

[

Powered by

152×152 1.54 KB

Pylon
](https://usepylon.com)

Unsubscribe