Hello Retell Support Team,
We are currently integrating a real-time voice agent using your WebSocket Realtime API in production. Our backend server is deployed on Railway and is successfully connected with Maqsam for inbound phone calls. However, the Retell WebSocket connection consistently fails, and the agent voice never streams back to the caller.
After extensive debugging, we identified that all newly generated API keys in our workspace start with the prefix:
key_******
We created multiple new API keys, and every key still starts with key_. Based on your realtime API behavior, this indicates that our workspace does not yet have Realtime / Streaming WebSocket access enabled.
Because of this, the Retell WebSocket either never completes the handshake or connects briefly and disconnects silently.
Below is the evidence from our production logs.
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Server Logs (Railway)
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We see Maqsam audio arriving correctly:
Maqsam connected
session.ready sent to Maqsam
Binary audio frame received from Maqsam
Binary audio frame received from Maqsam
Binary audio frame received from Maqsam
When attempting to connect to Retell:
Connecting to Retell on first audio…
However, we never see:
Connected to Retell
Retell is ready
Audio from Retell
In earlier attempts, the socket briefly connected and immediately closed with:
Retell disconnected
Close code: 1005
This strongly indicates authentication or permission rejection at the streaming layer.
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Maqsam Side Confirmation
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Maqsam WebSocket connection is fully operational:
• Inbound calls connect successfully.
• Audio frames are continuously streamed to our server.
• session.ready handshake is confirmed.
So the issue is isolated to the Retell Realtime WebSocket connection.
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Conclusion & Urgent Request
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Since all generated API keys start with key_, and no streaming-enabled key (sk_ / rt_) is available in our workspace, we believe our account does not currently have Realtime / Streaming API access enabled.
We urgently request you to:
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Enable Realtime / Streaming WebSocket API access for our workspace.
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Confirm once streaming access is enabled so we can regenerate a valid key.
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If possible, please connect with us on a quick call or meeting to resolve this immediately.
We are actively testing these agents for a client and are on a tight timeline, so this issue is blocking our delivery. A quick response or a short call would be extremely helpful.
Account Email: Yashrao931319@gmail.com
Workspace Name: Yash Yadav
Best regards,
Yash Yadav