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:
- Check your spam/junk folder for the email from Retell(1)(2)
- If you haven’t received an email, contact support@retellai.com directly with your workspace ID and agent ID(1)
- 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)