We’re seeing a rare but recurring issue and would appreciate your help investigating.
Call ID: call_f5e79d37a52c9934d67b338e74a
In this case (and a few prior ones), the transcript shows the agent speaking (e.g., follow-up prompts like “Take your time – no rush.”), but in the actual web call experience the agent did not speak those lines.
In this call the user didn’t hear agent saying:
”Totally - that’s a fair point, and it sounds like you’ve seen her already reinforcing it with managers, and that it’s just going to take repetition over time. Thinking about impact and timing, which development area deserves top priority for Emma? Take your time. Take your time - no rush.”
From our side: No visible errors in Retell logs; No webhook failures related to this specific moment; Transcript includes the agent text; In the live call, the user reports that the agent stopped responding
This resulted in the feedback provider thinking the call ended or stalled, and they had to reconnect to complete it.
Could you help us clarify: Whether TTS was successfully generated and streamed for those lines. If there are known edge cases where transcript is generated but audio is not delivered. Any logs we should check on our side to better isolate this
This has happened a few times now, so we want to understand whether it’s a streaming issue, turn-detection edge case, or something else.
Thanks in advance.