# Phone number on my Coversaional Flow Agent doesnt work

**URL:** <https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438>\
**Category:** Support Help\
**Created:** [January 14, 2026, 6:44pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438 "2026-01-14T18:44:24Z")\
**Posts on this page:** 14\
**Page:** 1

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 14, 2026, 6:44pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/1 "2026-01-14T18:44:24Z")

</div>

I have connected a Twillio number with SIP and hen I connect the number with any agent , I call and everything is fine. But when I put my Covesational Flow Agent with the same phone number, I call , it rings but it doesnt pick up

---

<div class="post-metadata">

**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [January 14, 2026, 6:44pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/2 "2026-01-14T18:44:49Z")

</div>

* * *

When your Twilio number connected via SIP trunk works with some agents but not with your Conversational Flow Agent (the call rings but doesn’t pick up), this indicates an agent-specific configuration issue rather than a telephony setup problem[(1)](https://discord.com/channels/1186424376300679209/1417370963460227142).

Based on similar cases, when a particular agent isn’t picking up calls while the same number works with other agents, the issue is typically with the agent configuration itself[(1)](https://discord.com/channels/1186424376300679209/1417370963460227142). One user reported that when they assigned a non-working number to another agent, it worked fine, confirming the problem was agent-specific[(1)](https://discord.com/channels/1186424376300679209/1417370963460227142).

**Steps to troubleshoot:**

1. **Verify your SIP trunk configuration** - Ensure your origination setting in Twilio points to Retell’s SIP server: `sip:sip.retellai.com`[(2)](https://docs.retellai.com/deploy/custom-telephony). Check your Twilio logs for any errors[(2)](https://docs.retellai.com/deploy/custom-telephony).

2. **Check agent binding** - Confirm the Conversational Flow Agent is properly bound to the imported number[(2)](https://docs.retellai.com/deploy/custom-telephony). You can verify this in your Retell dashboard under the phone number settings.

3. **Review agent settings** - Check if there are any specific configurations in your Conversational Flow Agent that might prevent it from answering calls (such as disabled states, incorrect prompts, or missing required tools).

4. **Test with a duplicate** - Try duplicating your Conversational Flow Agent to see if the issue persists with the copy[(1)](https://discord.com/channels/1186424376300679209/1417370963460227142).

If the problem continues after checking these items, you may want to:

- Visit [Contact Sales](https://retellai.octolane.com/)
- Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp)
- Visit [https://github.com/RetellAI/](https://github.com/RetellAI/)

---

<div class="post-metadata">

**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\
**Post date:** [January 14, 2026, 7:36pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/3 "2026-01-14T19:36:26Z")

</div>

Hello @Thanassis_Psixramis  
Can you share a call id?

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 14, 2026, 11:04pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/5 "2026-01-14T23:04:43Z")

</div>

I dont have a call id the call doesnt even start

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 14, 2026, 11:11pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/6 "2026-01-14T23:11:15Z")

</div>

I have tried all 4 again. everything seems fine but again does not work

---

<div class="post-metadata">

**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\
**Post date:** [January 15, 2026, 1:03pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/7 "2026-01-15T13:03:25Z")

</div>

Hello @Thanassis_Psixramis

Can you share the Agent id, and the call doesn’t even show up on the call history?

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 15, 2026, 2:05pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/8 "2026-01-15T14:05:30Z")

</div>

agent\_c3e37f43134a33b0caf58fd1b1

---

<div class="post-metadata">

**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [January 15, 2026, 2:05pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/9 "2026-01-15T14:05:49Z")

</div>

I understand you’ve provided an agent ID: `agent_c3e37f43134a33b0caf58fd1b1`.

If you’re experiencing issues retrieving this agent via the API, the correct endpoint to use is:

```auto
https://api.retellai.com/v1/get-agent/{agent_id}

```

[(1)](https://discord.com/channels/1186424376300679209/1382991998654480505)

Make sure you’re using `/get-agent/` in the URL path rather than `/agent/`[(1)](https://discord.com/channels/1186424376300679209/1382991998654480505), and replace `{agent_id}` with your actual agent ID: `agent_c3e37f43134a33b0caf58fd1b1`[(1)](https://discord.com/channels/1186424376300679209/1382991998654480505).

Your request should look like:

```bash
curl -X GET "https://api.retellai.com/v1/get-agent/agent_c3e37f43134a33b0caf58fd1b1" -H "Authorization: Bearer YOUR_API_KEY"

```

If you need to update this chat agent, you can use the update endpoint documented in the API references[(2)](https://docs.retellai.com/api-references/update-chat-agent).

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 16, 2026, 8:07am UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/10 "2026-01-16T08:07:33Z")

</div>

Yeah it doesn’t show up. I call it rings for a 5 seconds and then it hangs up itself. When I go to call history there is nothing there

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 16, 2026, 8:14am UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/11 "2026-01-16T08:14:45Z")

</div>

The interesting part is that it works if I put the number to another agent. So I am really wondering if it’s something wrong with the way I built the agent or just a weird bug

---

<div class="post-metadata">

**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\
**Post date:** [January 16, 2026, 8:15am UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/12 "2026-01-16T08:15:09Z")

</div>

Based on similar cases, there are a few things to verify when the transfer number works with one agent but not another:

**Check the transfer\_option field**

When configuring the transfer\_call tool in your LLM, ensure you’re including the `transfer_option` field[(1)](https://discord.com/channels/1186424376300679209/1392948823155933214). A user experienced a similar issue where the transfer destination showed the wrong number, and it was resolved by adding this required field[(1)](https://discord.com/channels/1186424376300679209/1392948823155933214).

Your transfer\_call configuration should look like this:

```json
{
    "type": "transfer_call",
    "name": "transfer_to_maddie",
    "description": "Transfer the call to Maddie, our consultant.",
    "transfer_destination": {
        "type": "predefined",
        "number": "+13473770030"
    }
}

```

[(1)](https://discord.com/channels/1186424376300679209/1392948823155933214)

**Verify agent-phone number assignment**

Double-check that your phone number is assigned exclusively to the specific agent ID you’re testing[(2)](https://discord.com/channels/1186424376300679209/1404178632074596475). Even if you’ve verified this before, re-confirm the assignment since agent switching can occur if multiple agents are somehow linked to the same number[(2)](https://discord.com/channels/1186424376300679209/1404178632074596475).

**SDK version**

Make sure you’re using the latest SDK version, as older versions may have had issues with required fields not being properly validated[(1)](https://discord.com/channels/1186424376300679209/1392948823155933214).

If the issue persists after verifying these points, you can reach out for support:

- Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp)
- Visit [Contact Sales](https://retellai.octolane.com/)

---

<div class="post-metadata">

**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\
**Post date:** [January 16, 2026, 2:37pm UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/13 "2026-01-16T14:37:48Z")

</div>

Hello, this issue happens because an error happened with your inbound webhook. Please try disabling the inbound webhook and then attempt the call again it should work afterward.

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 17, 2026, 9:19am UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/14 "2026-01-17T09:19:36Z")

</div>

Okay yeah it seems that it works if I remove it. But that webhook is key to my solution. Also it was working with other agents.

---

<div class="post-metadata">

**Author:** ![Thanassis\_Psixramis](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/thanassis_psixramis/32/374_2.png) [@Thanassis\_Psixramis](https://community.retellai.com/u/Thanassis_Psixramis)\
**Post date:** [January 17, 2026, 9:25am UTC](https://community.retellai.com/t/phone-number-on-my-coversaional-flow-agent-doesnt-work/438/15 "2026-01-17T09:25:49Z")

</div>

I got it . Thanks a lot. No more questions.