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1

Subject:

Post Call Data Extraction is not included in call_analyzed webhook payload

Message:

Hello Retell Support,

I’m trying to integrate Retell AI with GoHighLevel through webhooks.

The problem is that the custom Post Call Data Extraction fields are never included in the webhook payload.

My setup

  • Agent Version: V16
  • Data Storage Setting: Everything
  • Webhook configured at Agent Level
  • All webhook events enabled
  • Post Call Data Extraction fields created:
    • nombre_cliente
    • telefono_cliente
    • Product_interes
    • solicitar_cita
  • Webhook URL is reachable and receives events correctly.

What happens

The webhook receives events like:

  • transcript_updated
  • call_started
  • call_ended

However, I never receive a payload containing:



{
  "event": "call_analyzed",
  "call": {
    "call_analysis": {
      "custom_analysis_data": {
        ...
      }
    }
  }
}

Instead, the webhook only contains transcript data.

There is never a call_analysis object and therefore no custom_analysis_data.

What I’ve already verified

  • Post Call Data Extraction is correctly configured.
  • Data Storage = Everything.
  • Webhook URL is correct.
  • All webhook events are enabled.
  • Calls are completed normally with a real conversation.
  • The issue happens on every call.

I also connected the webhook directly to Make.com to inspect the raw JSON payload.

The webhook only receives transcript events and never receives a call_analyzed payload containing the extracted fields.

My questions

  1. Under what conditions is the call_analyzed webhook sent?
  2. Why is call_analysis.custom_analysis_data never included?
  3. Is there any additional setting required to enable Post Call Analysis webhooks?
  4. Is this a known issue with Agent Version V16?
  5. Can you inspect my agent configuration to verify why call_analyzed is not being generated?

If needed, I can provide:

  • Agent ID
  • Webhook URL
  • Call IDs
  • Complete webhook payloads

Thank you.

2

Hello @asesoria.ericmora Could you please share the following details for now?

  • Agent ID(s)
  • Call ID(s)

This information will help us begin investigating the issue.

Thank you!