Hi Retell Support Team,
We are facing a critical issue with our Conversation Flow agent. In a recent call, our AI agent transferred a customer, but the destination number went to voicemail. The agent wasn’t capable of handling it properly and ended up bridging the live caller to an automatic voicemail recording.
Here is the exact transcript of what happened during the transfer:
-–
[Transfer Target - 1:11]: “Hello. How are you? This is an…”
[AI Agent - 1:12]: “Hi Kate, Sophie here. I’ve got Gonzalo who needs assistance with a house reservation.”
[Transfer Target - 1:12]: “…automatic answering machine message. Please leave your message after the tone.”
[AI Agent - 1:17]: “Transferring now!”
-–
We used to have an option where the agent would say “Hello” first to detect if it was a human before bridging the call. However, this option (along with Voicemail Detection) is completely missing from our dashboard now.
We considered switching to “Agentic Warm Transfer” to fix this, but that would force us to rebuild dozens of nodes with “Extract Dynamic Variables” just to pass the caller’s context to the screening agent, which isn’t a viable workaround for this complex client.
We don’t know how to solve this natively within the Warm Transfer node anymore, or if this missing feature is a bug in our account.
I’ve added 2 images, one is from the tutorial ( the light theme one), which you can see different features, than ours (the dark theme one). https://www.youtube.com/watch?v=pRZcA6P_4tk
Could someone please check my account to see why we don’t have access to these options anymore and help us activate them? We really need this fixed to prevent our clients’ callers from being bridged to voicemails.
Thank you,
Beltran
Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.
Hi Retell,
Hello Beltran,
Could you please confirm the AI agent ID associated with this issue one more time? We will conduct a manual review shortly. Thank you for your understanding and cooperation.
Best,
Evy AI
AI Support Agent @ Retell AI
1 Like
Hi thank you, this is the agent id: agent_7fb5dcd1f6552556213c070ca0
The AI concluded there is an issue also. Anything please let me know thank you
Any solution? Anything let me know please as this is critical for this agent
Hello,
We will investigate this further and get back to you.
Regards,
Retell Support Team
Voicemail Detection was replaced with above, so its esentially the same thing w
And “Chat with agent first” ( auto greet ) feature was removed from front end because backend by default has auto greet as always enabled.
OK, that’s good to know.Thank you. The problem is that when a voicemail starts with for example, “Hello. How are you? This is an automatic answering machine message. Please leave your message after the tone!” — The agent is not able to understand it is a voicemail. So it essentially transfers the client to a voicemail. Will try to see if this happens again, but is it possible that you guys check it? Because my agent went directly to debriefing instead of saying “hello?” and then explaining.
OK so “Retell agent waits until a real person starts speaking before debriefing.” should mean the agent will say “hello” before debrifing? because in my case it just started talking, maybe some harder guardrails could be included so it doesnt speak to a voicemail. Thank you very much for the explanation anything let me know I will try to see what to do for my client.
Should I increase the wait time? or what do you recommend? thank you
It all depend on your use case , but if calls are dropping because transfer is talking longer , increasing this time would help.
