I am not receiving the call_analyzed packet when I call from the ported number. Logs show that Retell is receiving a 404 error from Make.com. When I call from the web within Retell it works fine. Please help, thanks!
Hey! This is a classic difference between how Retell sends the call_analyzed webhook for web calls vs. phone calls — the payload structure is slightly different and that’s likely what’s tripping up your Make.com scenario.
First, a few things to check:
- Are you using the same agent for both the web call and the ported number? It’s worth confirming — if they’re separate agents, one may have the webhook configured and the other may not.
- Where is your webhook configured — workspace level or agent level? Go to your Retell dashboard and check both:
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- Workspace-level: Settings → Webhooks
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- Agent-level: Open the agent → Webhook Settings
- If it’s only set at one level, calls from a different context may not be triggering it.
- Do you have the Webhook Events setup for call analyzed events on?
- The most likely culprit — payload differences:
- Open your Make scenario and look at the raw data coming into your webhook trigger. Compare what the payload looks like for a web call vs. a phone call. The key fields that differ are things like
call_type("web_call”vs"phone_call”), and the presence/absence of fields likefrom_number,to_number, etc.
If you have conditional routing in your Make scenario (e.g., a Router or a filter on a specific field), it’s very likely that the phone call payload is not matching the condition — so the route that handles call_analyzed never gets triggered, and Make returns a 404 back to Retell.
Quick debug steps:
- Temporarily remove any filters/conditions on your webhook trigger in Make and run a test phone call — does the data arrive?
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- Check the Make scenario execution history and look at what payload came in — share it here if you can (redact any sensitive info) and we can help identify what’s different.
- Let us know what you find!
Hello @ernestadamsrei
The 404 from Make.com means Retell is hitting an endpoint that doesn’t exist at Make.com’s side.
The key insight: when calling from the web (Retell), the agent uses your account-level or agent-level webhook. When calling from the ported number, it likely uses an agent assigned to that phone number which may have a different (or stale/invalid) webhook_url set — pointing to a Make.com scenario URL that no longer exists or is inactive.
Things to check:
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The agent bound to the ported number — verify its
webhook_urlfield. Agent-level webhooks override account-level ones. -
Make sure the Make.com scenario is turned on (inactive scenarios return 404).
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Confirm the Make.com webhook URL hasn’t been regenerated.
Thank You
Hi Andrew, thanks for your help! 
The first snip is what I get when calling from the port number, the second is what I get when testing from the web. I have the same Web Hook in the agent and the phone number. The call_analyzed payload only comes when I test it. I have other agents that use the native Retell AI phone number that do not have this problem.
