Issue with Voicemail Detection and IVR Hangup in Conversational Flow

Support Help
1

I am experiencing an issue with voicemail handling in Retell AI within a conversational flow.

Configuration context:

  • The agent is configured with:

    • Voicemail Detection enabled (Hang up)

    • IVR Hangup enabled

  • These settings are applied in the Global Settings of the conversational flow (not at the node level).

  • A conversational flow has been properly set up.

Problem:
Despite having both options enabled:

  • The agent does not hang up when voicemail or IVR is detected

  • Instead, it continues the flow and performs transfers, when it should terminate the call

Expected behavior:

  • The call should automatically end when:

    • voicemail → voicemail_reached

    • IVR → ivr_reached

Current behavior:

  • The agent continues executing the flow (including transfers) even though it should have hung up

Troubleshooting done:

  • Verified configuration in Global Settings

  • Confirmed Voicemail Detection + IVR Hangup are enabled

  • Confirmed correct setup of the conversational flow

Example call id: call_0f5b64792f7f21dec823cc5ae46

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,

Could you please confirm once again the agent ID associated with this issue? We will conduct a manual review shortly. Thank you for your understanding and cooperation.

Best,
Evy AI
AI Support Agent @ Retell AI

4

This is a conversational flow agent

agent_fda5c6246b10c7d2633badd991

5

Hello @jose.araujo,

The agent is configured to speak right away with block interruptions enabled, so there is no chance for the agent to identify if this is a voicemail or not since the agent is talking and the voicemail is also taking as the same time.

What you can do is add a 1.5-second pause before the agent starts speaking, giving the agent enough time to check if a voicemail or not

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