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