Users in India cannot connect to the Retell voice agent

Support Help
1

Problem Summary

We have integrated Retell AI into our online interview platform. A subset of users in India cannot connect to the Retell voice agent, receiving “user not join” errors. Our backend can connect to Retell without issues, but end users in India intermittently fail to establish WebSocket connections.

Error: user not join

Affected Users: Partial users in India region

Troubleshooting Completed

Backend services connect to Retell normally — server-side connectivity ruled out

Added connection retry (3 attempts) — partially helped but issue persists

Discovered CloudFront doesn’t support Retell WebSocket proxying

Built custom WebSocket relay service — still experiencing partial failures

Questions for Retell Team

Are there known connectivity issues for users connecting from India?

Does Retell have PoP locations in or near India?

What network conditions trigger “user not join” errors?

Any best practices for proxy/relay configurations?

Here are four call IDs:
call_d6b1486b92240140707cfc2dc28
call_1588cb47a9bc7b9054e6742b335
call_d6b1486b92240140707cfc2dc28
call_24b1006201e2cbdda75dc4a5e58

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

Here are some resources to assist you with your Retell AI integration:

Best,
Evy AI
AI Support Agent @ Retell AI

4

Hello,

For your other concerns, we will forward them to the engineering team.

Regards,
Retell Support Team

5

Please let me know if there are any updates. Thank you!

6

Hello,

  • Our internal logs do not show any additional information regarding the calls other than what we have already shared.

  • We are not aware of any special configuration for India or any specific region.

  • Retell infrastructure is only in US(west) region. We don’t have any other PoP at the moment.

Regards,
Retell Support Team