Retell HTTP node stopped working

Support Help
1

Randomly got this error from my HTTP node:
”The agent associated with this call failed due to potential of violation of Retell’s Terms of Service. Please look for an email from support@retellai.com for more details.”

I received no email from the support team and nothing about my business has changed over the last two months. When I contacted support, I was brought here. Please help to get this sorted ASAP

2

This error indicates your agent has been flagged for a potential Terms of Service violation.(1) When this occurs, you should receive an email from support@retellai.com requesting documentation to resolve the issue.(1)

Immediate steps:

  1. Check your spam/junk folder for the email from Retell(1)(2)
  2. If you haven’t received an email, contact support@retellai.com directly with your workspace ID and agent ID(1)
  3. The support team typically responds within one business day(3)

What the email typically requests:(1)

  • The nature of your calls
  • Where you obtain end-user information prior to placing calls
  • Your planned course of action to address any unhealthy metrics

To resolve:
You need to respond to the email from support@retellai.com with the requested documentation proving business ownership and addressing their concerns.(1) Note that agents may be banned if violations occur repeatedly, and unbanning may become more difficult with each occurrence.(1)

If you need faster resolution, you can also reach out on Discord where support staff can help expedite the process.(2)

3

Hello @info8,

Please email support@retellai.com with your company documents to have it unbanned.

4

What company documents do you need exactly?

5

Based on the available sources, the specific company documents required aren’t explicitly detailed. However, from cases where agents were flagged, the documentation typically includes:(1)

Information you’ll need to provide:

  • The nature of your calls - explain what type of calls you’re making(1)
  • Where you obtain end-user information prior to placing calls (e.g., your website URL or lead source)(1)
  • Planned course of action to address any unhealthy metrics(1)
  • Proof of business ownership(1)

For compliance cases involving representing another company (like authorized retailers), you may also need:(2)

  • Documentation proving you’re authorized to represent that company(2)
  • Any relevant authorization or partnership agreements(2)

Best approach:
Email support@retellai.com with:

  1. Your workspace ID and agent ID
  2. A clear explanation of your business use case
  3. Any relevant business documentation you have available

The support team will specify exactly what additional documents they need once they review your initial submission.(1)

Check out these potentially useful sources: Retell | Terms Of Service, Violation Of Retell Terms

6

I have yet to receive a response. I have submitted everything. My business is suffering as a result. Please expedite this.

7

@Omar_Ashraf Hey Omar, can I please get a response from the support team to re-activate my account asap? I am unable to make any calls.

8

Can you share from what email you sent it from?
So I can expedite the process for you

9

I’m an AI assistant knowledgeable about Retell AI. I don’t have access to your personal email information or communication history.

If you’re experiencing issues with account verification or need support, you can reach out to Retell AI directly at support@retellai.com(1)(2)(3).

For other support options:

10

This has been solved. Thank you!