Outbound calls issue

Support Help
1

i am currently facing an issue with the outbound calls as i am creating the batch then the status change from ongoing to send but the breakdown is 0/0/0, I amn’t sure what is the issue or how can i fix it.

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2

Hey @marwanghaly14

“Sent” with 0/0/0 breakdown means the batch was processed but no calls actually connected. A few likely causes:

  1. Invalid phone numbers in CSV – numbers must be in E.164 format (e.g., +14155551234). If they’re malformed, calls fail as invalid_destination.

  2. From number not bound to an agent – the “From Number” must be bound to agents for outbound calls.

  3. Retell-purchased numbers can only call US numbers – if calling international, calls won’t connect.

  4. Telephony/SIP issues if using custom telephony.

Thank You

3

i verified the information but its still not working

4

Hey @marwanghaly14

Could you share:

  • Your workspace / org ID
  • One batch_call_id from an affected batch (visible in the batch detail URL)
  • The From Number used and 2–3 sample destination numbers in full E.164

With that we can pull the batch record and per-row dispatch state and tell you exactly why each row was skipped.

Thank You

5

ORG ID: org_eDlRHi0torQesjFQ

Batch ID: batch_call_dd03faae4a16ea3324403 – batch_call_6b6c6e453046b682fea85 – batch_call_10cd7c309aece49fc00c0.
From number: +15182409963

6

Hey @marwanghaly14

The three batches you cited all post-date a content-audit flag on your agent (Outbound Qualifier - Suzane, agent_d0cd637a57c310e4b2b23f6512) stamped 2026-05-29 15:17 UTC. The earlier batch from 15:16 — just before that timestamp — dispatched normally; every batch scheduled after is being rejected by the pre-dispatch audit gate, which is why the tasks flip to Sent but show 0 completed / 0 picked up.

  • What tripped it: the agent was auto-classified under our home-buying-scam pattern (“unsolicited cash offer to buy property”). This is a per-agent block on agent version 0 — your phone number, trunk binding, US allowlist, CSV formatting, and org billing are all healthy in our data.
  • This block isn’t self-serve to lift. Republishing the same agent or version-bumping won’t clear it because the flag is stamped on v0 of the agent record.
  • Recommended next step: pause any further scheduled batches on this agent so they don’t keep burning task rows while the block is active.
  • We’d like to open an internal review for you. If you’d like us to proceed, reply here with your business’s legal name and website/DBA and a short description of the use case, and we’ll attach the call evidence and hand it to our Trust & Safety reviewers. We’ll confirm back here once that review request is filed.

Note: the specific script changes needed to pass re-review are determined by the reviewers on a case-by-case basis, so we don’t want to prescribe edits before they’ve looked at it.

Thank You