Error when retell is calling the webhook or any api specified in the tool

Ask Retell Partners
1

When retell is trying to call the inbound webhook or any api sometimes it is successfull and sometimes i get this error

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i have checked all the logs and also my load balancer logs…the request is not even reaching the ALB.
This error is very incosistent. There is no proxy enabled

2

Hey, intermittent issues like this where the request never reaches your ALB usually come down to one of three things:

  1. DNS hiccups. Retell’s resolver occasionally fails to look up your ALB. Lifting your DNS TTL to 300 seconds often smooths this out.

  2. TLS handshake failures. If the handshake doesn’t complete, the request never gets logged. Worth checking your ALB’s TLS error metrics in CloudWatch.

  3. Source IP filtering. If your ALB security group restricts traffic to certain IPs and Retell’s outbound IPs rotate, some calls get dropped silently. Try temporarily opening it up to confirm.

What does the actual error message say? That’ll narrow it down quickly. Happy to dig in further once you share it.

Russell