# URGENT, MY CLIENTS ARE WAITING DTMF keypad input no longer triggers node transitions since March 13, 2026 **URL:** \ **Category:** Support Help\ **Tags:** bug\ **Created:** [March 13, 2026, 11:55pm UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413 "2026-03-13T23:55:20Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![robnsjourney](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/robnsjourney/32/1140_2.png) [@robnsjourney](https://community.retellai.com/u/robnsjourney)\ **Post date:** [March 13, 2026, 11:55pm UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/1 "2026-03-13T23:55:20Z")
**Subject: DTMF keypad input no longer triggers node transitions since March 13, 2026** **What broke:** User DTMF (keypad) input is received by the platform but no longer triggers any node transitions — neither global nodes nor regular edge transitions. The agent stays on the current node and responds as if the DTMF input never happened. **When it broke:** March 13, 2026, around noon ET. **What was working before:** For 3+ months, users could press digits on their keypad (e.g., 3, 4, 5, 6, 8, 9) and the agent would detect the DTMF input, trigger a global node (`digits`), extract the digit into a variable, and route to the correct handler via a webhook. This worked flawlessly until today. **Nothing changed on our side.** The agent config, prompts, global node settings, and webhook are all the same. We also tried the following fixes with no success: 1. Configured `user_dtmf_options` with `digit_limit: 3` and `timeout_ms: 2000` (was previously empty `{}`) 2. Verified global node settings are correctly enabled on `digits` and `digits1` nodes with proper conditions 3. Removed a finetune conversation example and a prompt instruction that could interfere with DTMF handling 4. Added direct edge transitions in the Welcome Node to route DTMF input to the `digits` node as a workaround **None of these fixed the issue.** **Proof from logs:** The call logs clearly show `dtmf received 6` — the platform detects the keypress — but no transition fires afterward. The agent simply responds from the current node as if the user said nothing meaningful. **Call IDs for investigation:** - `call_74b74494fa9d94d186dc2c88018` (DTMF received, no transition) - `call_2f2abf8ce8fdf76a1c49d0127a2` (multiple DTMF presses, no transition) **Agent:** pb cl real (conversation flow agent, French language) **Other users affected:** A community forum post from March 12 by user “shivam” reports the exact same issue — DTMF inputs not transitioning to the next node. A Discord message also confirms this is a platform-side change pushed around noon ET on March 13 affecting DTMF detection and node transfers. **Impact:** Our phone agent is a receptionist for a property management company. Callers use keypad digits to reach specific property managers. The agent is currently unable to route any DTMF-based calls, which means every caller reaching us via keypad gets stuck in the Welcome Node. ---
**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:** [March 13, 2026, 11:59pm UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/2 "2026-03-13T23:59:45Z")
@robnsjourney A Fix is being deployed right now. ---
**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:** [March 14, 2026, 12:05am UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/3 "2026-03-14T00:05:33Z")
Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours. ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png) ---
**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:** [March 14, 2026, 12:05am UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/4 "2026-03-14T00:05:48Z")
Hi Retell, Hi there, Could you please confirm once again the agent ID associated with this issue? We’ll conduct a manual review shortly. Thank you for your understanding and cooperation. Best, Evy AI AI Support Agent @ Retell AI ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png) ---
**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:** [March 14, 2026, 12:41am UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/5 "2026-03-14T00:41:00Z")
Should be fixed now. ---
**Author:** ![grupo](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/grupo/32/92_2.png) [@grupo](https://community.retellai.com/u/grupo)\ **Post date:** [March 16, 2026, 2:55pm UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/7 "2026-03-16T14:55:45Z")
Hello. My agent isn’t detecting the keys pressed on the user’s keyboard. It’s also not saving anything to the {{user\_dtmf\_input}} variable and it doesn’t respond when I end with # or \*. ---
**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:** [March 16, 2026, 6:53pm UTC](https://community.retellai.com/t/urgent-my-clients-are-waiting-dtmf-keypad-input-no-longer-triggers-node-transitions-since-march-13-2026/1413/8 "2026-03-16T18:53:22Z")
Hello Can you share the call id? ![](https://canada1.discourse-cdn.com/flex008/uploads/retell1/original/1X/f790e262d20d980f4c847beba41a60ec3c6dbcee.png)