Max_call_duration_ms >1h: calls failing silently, no webhooks triggered

Support Help
1

Hi Retell support,

We’re experiencing an issue with calls exceeding ~1 hour. Some complete successfully, others fail silently — no call_ended or call_analyzed webhook is ever sent. The calls just appear as unsuccessful in the dashboard with no disconnection reason.

Our agent’s max_call_duration_ms is set to (2h), which your API docs confirm is within the valid range (max 7,200,000ms). However, your concurrency/limits docs page states the max is 1 hour by default and to contact support for longer calls.

Two questions:

  1. Does the 2h value in max_call_duration_ms actually work, or does it require an account-level unlock on your side? If so, why does the API accept it without error?
  2. When a call is terminated by hitting the duration limit, shouldn’t call_ended still fire? We’re getting zero webhook notification, which means we lose all transcript and call data.

Appreciate a quick clarification, this affects our production flows and highly impacts client satisfaction.

Thanks,
Sergiu

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 @eng

Can you send the call ids.

4

@shaw call_406dafd2ea08d93854219e3aa10, call_91fda41cc5b916deb1b48d144fe

5

Hi there,

Thanks for flagging this and providing thorough details. I’ve raised this with our engineering team for further investigation and will keep you updated.

Regards,
Stanley
Support @ Retell AI

6

Hi there,

Thank you for reporting. This is indeed a bug of our platform and we will work on fixing it soon.

Regards,
Retell Support Team