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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image334×105 4.64 KB

6

Where do you add in the 1.5 second pause? I just see your screenshot to set the interruption to 0. I see that in the speech settings - I’d like to allow the caller to interrupt the agent if the agent is communicating something that the caller already knows or is not interested in. Is there another interruption sensitivity option for just the call settings? Otherwise it seems like the agent can either allow callers to interrupt when communicating on the call and it has no voicemail/ivr detection, or it has voicemail/ivr detection, and callers cannot interrupt the agent when it is speaking.

Thanks,