Phone number linked to wrong agent

Support Help
1

I am using Retell for more than a year and I never this issue.
I have assigned a phone number +999999 to an agent in the phone number page and when I call the number, it triggers another agent …
Very strange …

2

Have you checked if the agent is still connected to that number?

3

This looks like the phone number routing may be stuck or still mapped to the old agent somewhere.

Please try:

  1. Unassign the number from the current agent

  2. Save

  3. Reassign it to the correct agent

  4. Save again

  5. Test from a different phone

Also check whether the “wrong” agent has the same number assigned through another workflow or duplicate config.

4

Thanks. It was my mistake. In Twilio, the phone number I was using was routing to another number in Retell, that is the reason why I felt Retell was wrong …
my bad

5

Check your agent routing logic first — sounds like you might have multiple agents with overlapping conditions or a catch-all rule that’s matching before your specific number assignment. Go to your phone number settings and verify the agent ID is actually saved (sometimes it doesn’t stick without a page refresh). If it looks right, clear your browser cache and try reassigning it. If that doesn’t work, hit up support with your phone number and agent IDs — they can check the backend routing to see what’s actually configured.

6

Check your webhook configuration first — if you’re using dynamic agent routing, that might be overriding your phone number assignment. Also verify the agent ID in the phone number settings matches the actual agent you want. Clear your browser cache and refresh the dashboard. If it’s still wrong after that, delete the phone number assignment and recreate it. Which agent is it actually triggering instead?