We have encountered the same issue several times: phone numbers were assigned to the wrong agents, even though no intentional changes were made on our side.
In one case, a number that had always been assigned to a specific agent was unexpectedly connected to a different agent.
Later, a similar situation happened again: another number somehow became assigned to an agent from a different project. I am sure that during that period I had not edited that agent or changed any related settings for about a week.
As far as I understand, a phone number can be assigned to an agent in two ways: through the Phone Numbers section or through the Publish flow, where there is also a phone number assignment option.
Could you please check whether these changes were made manually by someone through Phone Numbers or Publish, or whether this could have been caused by an issue on Retell’s side?
If possible, please also check the change history or logs for the phone number assignments and let us know:
— when exactly the assignments were changed;
— which user or action triggered the changes;
— whether there were any known issues with phone number assignments during that period.
The phone-number record itself doesn’t store who last edited it, so we trace that by cross-referencing our request logs by number + date window — those two inputs unblock everything else.
A few things I can already confirm:
There was no platform incident affecting phone-number → agent assignments during this period.
Phone-number bindings on your workspace can change via three types of action: (a) editing the number through the Phone Numbers UI or PATCH /update-phone-number via API, (b) deleting an agent, or (c) deleting an agent-version or removing a tag from an agent. The last two cascade across every phone number in the workspace that references that agent / version / tag — and if a weighted-routing setup loses one entry, the remaining weights are renormalized, which can look like a silent reassignment. If multiple teammates or API keys have access to the workspace, any of them can trigger these.
Publishing an agent does not re-assign phone numbers — that rules out one of the two paths you mentioned.
Send over the affected numbers and approximate dates and we’ll trace each one to a specific request and actor.