How to apply a hard stop on retell ai

Ask Retell Partners
1

Since last week, we have started receiving direct complaints from B2B businesses reporting unwanted or out-of-hours calls originating from our agent. This raises a serious compliance and reputational concern for our organization.

As mentioned previously, we have already taken multiple actions on our side (including disabling workflows and phone numbers), yet outbound calls appear to continue from within the Retell AI platform.

Given the complaints already received, we urgently need your guidance on the following:

  1. Immediate steps we must take within Retell AI to ensure all outbound calling is fully stopped or strictly limited to approved business hours.

  2. Best practices or required settings to ensure B2B compliance (time windows, agent restrictions, campaign controls, retries, etc.).

  3. Confirmation of whether Retell AI provides account-level safeguards to prevent calls outside configured hours.

  4. Any logs, dashboards, or indicators we should monitor to prove that outbound calling has been successfully halted or constrained.

  5. Recommended actions to prevent future complaints while we investigate and stabilize the configuration.

Due to the fact that external complaints have already been received, this matter is time-sensitive and critical. We would appreciate explicit, step-by-step instructions to ensure we are operating the platform in a compliant and controlled manner.

Please let us know if you require any additional details from our side.

Thank you in advance for your prompt support.

2

I understand the urgency, and I’m here to help you get this sorted quickly. Here’s a clear action plan to stop unwanted outbound calls and ensure full compliance:

Immediate Steps to Stop Calls:

  1. Disable Active Campaigns: Make sure all outbound campaigns are paused or disabled in the Campaign Management section.

  2. Set Business Hour Restrictions: Go to Campaign Settings and set specific time windows for when calls can be made (e.g., 9 AM to 6 PM). This will ensure no calls go out of hours.

Best Practices for Compliance:

  1. Agent Restrictions: Limit calling access to only approved agents via the Agent Management section.

  2. Retry Settings: Set limits on retry attempts for each campaign to avoid repeated calls outside of business hours.

Account Safeguards:

  • Retell AI offers account-level safeguards that can block outbound calls outside your designated time window. Make sure these are enabled in the global settings.

Monitoring & Logs:

  1. Monitor Call Activity: Use the real-time dashboard to track ongoing campaigns and ensure they’re operating within business hours.

  2. Check Call Logs: Review the call history to ensure no calls were made outside approved hours.

Next Steps:

  • I recommend auditing your current campaigns and workflows immediately. You’ll also want to set up regular compliance reviews to keep things in check moving forward.

If you’d like, I can walk you through these steps in a quick call to make sure everything is properly configured. Let me know how you’d like to proceed.

Looking forward to helping you resolve this!