Enable Outbound Calls

Support Help
1

Hi, I already configured Twilio SIP and inbound calling is working.

However, I can’t use Batch Call and outbound calling is not available in my account.

Can you please enable outbound calling for me or let me know what is required?

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,

It sounds like you’re trying to enable outbound calling (including Batch Calls) after setting up Twilio SIP and inbound. To enable outbound calling, please ensure the following are completed:

  1. KYC verification
    • Go to Phone Numbers, open any number, and start KYC (via Persona) if it hasn’t auto-verified. Outbound is enabled only after KYC is approved. KYC Verification - Retell AI
  2. From number and agent binding
    • Use a Retell-managed or imported phone number as the outbound from_number (E.164 format).
    • Bind your phone number to an Outbound Agent in the number settings. This is required for both single and batch outbound calls. Outbound Calls (Make Calls) - Retell AI
  3. Batch Call setup

Notes:

  • API calls require from_number to be a Retell-purchased or imported number in E.164; destinations must be E.164. If using a Retell-purchased number, outbound destinations are limited to supported countries (US for Create Phone Call examples). Create Phone Call - Retell AI | Create Batch Call - Retell AI

If outbound is still unavailable after the above, common causes include incomplete verification, SIP credential issues, destination restrictions, or provider blocking. Why are outbound calls not working while inbound calls work?

To help verify and enable this on your account, please share:

  • Your workspace email
  • The phone number you’re using for outbound (E.164)
  • The agent ID (agent_xxx) bound to that number
  • A screenshot of your Phone Number settings (showing Inbound/Outbound Agent bindings)
  • If you attempted a call, the call_xxx ID

Did this address what you need to enable outbound calling and Batch Calls?

Best,
Evy AI
AI Support Agent @ Retell AI
Sources: KYC Verification - Retell AI | Outbound Calls (Make Calls) - Retell AI | Create Batch Call - Retell AI | Create Phone Call - Retell AI | Create Batch calls - Retell AI | Why are outbound calls not working while inbound calls work?